CANTARUS CRM LIMITED

Dynamics 365 Customer Insights and Journeys

Microsoft Dynamics 365 Customer Insights consolidates customer data into a unified view, revealing behaviour and preferences. Combined with Customer Journeys, it enables personalised, multi-channel campaigns, automated engagement, and actionable insights. Organisations can strengthen relationships, improve targeting, and deliver seamless, relevant experiences across all touchpoints.

Features

• Unified Customer Profiles
• Segmentation & Audience Insights
• Customer Journeys
• Predictive Analytics & AI
• Real-Time Data Updates
• Integration with Microsoft 365 & Dynamics 365
• Data Enrichment
• Campaign Orchestration
• Power BI Dashboards
• Privacy & Compliance Controls

Benefits

• Improved Customer Understanding
• Personalised Engagement
• Increased Campaign Effectiveness
• Stronger Customer Loyalty
• Proactive Retention Strategies
• Data-Driven Decision Making
• Operational Efficiency
• Cross-Channel Consistency
• Enhanced ROI
• Regulatory Compliance

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steven.madden@cantarus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

547999762659462

Contact

Steven Madden
+44(0)203 764 6732
steven.madden@cantarus.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Supported Web Browsers (Modern Browsers)
  • Microsoft Entra ID (Azure AD) Tenant
  • Internet Connectivity & Bandwidth
  • Supported Operating Systems
  • Microsoft 365 Integration Prerequisites
  • Power Platform & Dataverse Availability
  • Mobile App Device Requirements
  • Security, Identity & Access Controls
  • Regional Data Center Availability
  • Licensing & Subscription Requirements

User support

• Email or online ticketing support: Yes
• Support response times: Critical:; We shall respond within two office hours and use its reasonable endeavours to fix the fault concerned within two working hours.; ; Serious:; We shall use its reasonable endeavours to respond within two office hours and to fix the fault concerned as fast as possible and in any event within four office hours.; ; Moderate:; We shall use its reasonable endeavours to respond within two office hours and to fix within one Business Day.; ; Minor:; We shall respond twithin two office hours and shall fix the fault within 6 months
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Cantarus CRM offer 2 different options for support packages. Blocks of days can be purchased which can be used for Consultancy, Training and Support. As cases are raised time is deducted from the support block. A traditional support agreement is also available and this is calculated on a case by case basis depending on the complexity of the project.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Cantarus CRM methodology is detailed below:; Discovery & Audit - We run a series of surveys, stakeholder interviews & workshops to truly understand your business and how your CRM investment will help support & accelerate your broader business goals; Show & Tell - Super users within the business can input as the product develops; Project Management - We adopt an agile project management style in our implementation ensuring we are in contact with key end users throughout the development adapting to new requirements as needed; Testing & Optimisation - We provide a robust testing environment to QA your MS Dynamics instance to help ensure complete assurance and identify features which could be optimised before delivery; Delivery & On-going Support - We offer on-going support of your CRM
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: DOCX
• End-of-contract data extraction: Data is saved in Microsoft data centers and a SQL back-up can be requested or data can be extracted using a number of different tools including native functionality to export data to Excel.
• End-of-contract process: End of contract scenarios are discussed with the customer and agreed before commencing the project.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: For Cantarus CRM, the onboarding and offboarding documentation is designed to be easily accessible to customers. All materials are provided in commonly used formats, typically Word documents or PDF files, allowing users to open them on virtually any device without special software.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Unified Interface uses a responsive web design to make Dynamics 365 portable so that records and forms reflow whether being viewed on a large screen or a small mobile device.; ; This reflects the same responsive principles seen in websites that are rendered for optimal viewing and interaction across any screen size, orientation or device.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Dynamics 365 Service app interface is a clean, modern, and role-based workspace designed for customer service teams. It features a command bar for key actions, navigation pane for entities like Cases, Contacts, and Knowledge Articles, and a dashboard area displaying real-time metrics and queues. Interactive forms allow quick case updates, while subgrids and tabs organize related records. Integrated search, filters, and AI suggestions streamline workflow, and tight Microsoft 365 and Teams integration enables collaboration without leaving the app. The layout adapts for desktop, tablet, and mobile use.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Dynamics 365 is committed to inclusive design and accessible products and content that boost every user's productivity. The page below details accessibility content for Dynamics 365 apps, add-ins and other resources:; https://docs.microsoft.com/en-gb/dynamics365/get-started/accessibility; For example, learn about keyboard shortcuts, screen readers, and high-contrast settings. Microsoft publish information around their accessibility standards here https://www.microsoft.com/en-us/accessibility
• API: Yes
• What users can and can't do using the API: Dynamics 365 API Capabilities and Limitations; ; Users can interact with Dynamics 365 via the Dataverse Web API and OData/REST endpoints to automate, integrate, and extend functionality. Through the API, users can create, read, update, and delete (CRUD) records for entities like Accounts, Contacts, Leads, Cases, and custom entities. They can also query data using FetchXML or OData, trigger workflow or business process flows, and integrate with external applications or services.; ; Service Setup via API:; Users can configure certain aspects programmatically, such as creating custom entities, fields, relationships, and security roles, or provisioning environments via Power Platform admin APIs.; ; Making Changes via API:; Users can update record data, assign ownership, update status, and link related records. Automation and bulk operations are supported using batch requests.; ; Limitations:; ; Some system-level settings, such as environment-wide configurations, licensing, or core Dynamics 365 feature toggles, cannot be changed via the API.; ; Complex UI customizations, dashboards, and reports must be done through the Power Platform or UI designer.; ; API limits apply to request volume and execution time, and some operations require proper security roles and permissions.; ; This makes the API powerful for data operations but limited for full system administration.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft Dynamics 365 is highly configurable and customisable. A vast amount of changes can be made using point and click configuration through the in-built management tool.; ; Further customisations and extensions can be built using the API, .Net code or Power Automate.

Scaling

• Independence of resources: Dynamics 365 guarantees consistent performance through multi-tenant Azure architecture, auto-scaling resources, and load balancing. Each tenant’s data and operations are isolated, ensuring one customer’s usage doesn’t impact another’s. Microsoft monitors service health, capacity, and throttling limits to prevent overuse, and enforces API and request quotas per user. Critical background processes are prioritized, and updates are staged to minimize disruption. This combination of isolation, scaling, and monitoring ensures individual users experience stable, reliable performance regardless of overall system demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Dynamics 365 provides service usage metrics through Power Platform admin center and Dynamics 365 analytics tools.; ; Users and administrators can track:; ; Active users and logins; ; Record creation, updates, and deletions; ; App usage per environment or module; ; API calls and integration activity; ; Storage consumption and capacity trends; ; Metrics are available via pre-built dashboards, Power BI reports, or audit logs.; ; Access depends on admin or analytics roles; end users see usage mostly through dashboards in their apps.; ; This allows organizations to monitor adoption, performance, and system health effectively.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: In Dynamics 365, users can export data using the built-in Export to Excel feature for individual views, grids, or reports, allowing immediate download in Excel or CSV formats. For larger or automated exports, users can leverage the Data Export Service or Power Automate flows to sync data to Azure SQL, Dataverse, or other storage. Additionally, the Dataverse Web API enables programmatic extraction of records for integration or backup purposes. Export permissions depend on the user’s security roles and access rights within Dynamics 365.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PDF
  • DOCX
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Microsoft guarantees high availability for Dynamics 365 as part of its SaaS service hosted on Azure, designed with redundancy, failover, and geographically distributed data centers.; ; Service Level Agreement (SLA): Microsoft provides a 99.9% uptime SLA for most Dynamics 365 applications, measured monthly. This covers accessibility of the application via supported browsers and APIs.; ; Downtime Calculation: SLA excludes planned maintenance and agreed-upon downtime. Service health is monitored continuously, and customers can view current status via the Microsoft Service Health dashboard.; ; Refunds / Service Credits: If Microsoft fails to meet SLA targets, customers may claim service credits. The credit is calculated as a percentage of the monthly subscription fee based on the level of SLA breach (e.g., uptime below 99.9% triggers partial credit). Customers must submit claims within a defined period per the SLA terms.; ; This approach ensures customers experience reliable access, with financial accountability if availability targets are not met, while Microsoft continually invests in resilient architecture, monitoring, and disaster recovery to maintain uptime.
• Approach to resilience: Dynamics 365 is built on Microsoft Azure’s resilient cloud infrastructure to ensure continuity, data protection, and high availability. Key design features include:; ; Geographically distributed data centers with redundant power, networking, and storage, allowing failover in case of localized outages.; ; Multi-region replication of critical customer data within Azure, ensuring automatic backup and recovery.; ; Redundant compute and network paths within each datacenter to prevent single points of failure.; ; Automated monitoring and self-healing systems detect and mitigate failures before they impact users.; ; Disaster recovery and backup procedures comply with regulatory and compliance standards, including periodic testing.; ; For sensitive or detailed datacenter architecture information, Microsoft provides specifics on request to verified customers or partners.; ; This design ensures that Dynamics 365 meets the government’s “Asset Protection and Resilience” principle, maintaining service continuity, data integrity, and rapid recovery from hardware, software, or network failures.
• Outage reporting: Dynamics 365 provides transparent outage reporting through multiple channels:; ; Public dashboard: Microsoft maintains the Microsoft Service Health dashboard, which displays current service status, planned maintenance, and historical incidents for all Dynamics 365 services. Customers can view real-time updates for their region and service.; ; Email alerts: Administrators can subscribe to email notifications for their environments, including planned maintenance, service incidents, and updates. Alerts include impact, scope, and estimated resolution times.; ; API / programmatic access: The Service Communications API allows organizations to programmatically retrieve service health and incident information to integrate with internal monitoring systems or dashboards.; ; All outage reporting is designed to provide timely, actionable information for administrators to respond and communicate internally. The system distinguishes between planned maintenance and unplanned outages, helping organizations plan and maintain business continuity.; ; If required, organizations can also configure Power Automate flows or alerts to push notifications to Teams or other collaboration tools when service incidents occur.; ; This multi-channel approach ensures that Dynamics 365 customers are informed of outages in real time and can take appropriate measures to minimize disruption.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access to Dynamics 365 management interfaces and support channels is restricted using Azure Active Directory authentication, role-based access control (RBAC), and least-privilege principles. Administrative access requires strong authentication, including multi-factor authentication (MFA). Access is logged and monitored, with audit trails enabled. Support access is tightly controlled, time-bound, and approved, following Microsoft security and privacy policies, with customer data access granted only when explicitly authorised.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Cantarus CRM solutions are built on Microsoft Cloud Services which in turn comply to ISO/IEC 27001 and CSA CCM v3.0
• Information security policies and processes: Cantarus CRM have Information Security and Data Protection policies which are available on request. Our induction and training methods ensure policies are followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Microsoft follow a documented change management process as audited by Deloitte & Touche LLP. A sample of this can be seen below.; ; CA-18- All changes to the Dynamics 365 environment follow document change management procedures and are tracked in a change management database.; ; CA-19- Key stakeholders approve major and minor changes prior to release into production.; ; CA20- Emergency changes to production environment follow the emergency change approval process
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Both internal-trusted and external-untrusted network and system scanning are performed to check patch compliance and exposure to known technical vulnerabilities. Dynamics 365 has established recurring processes to review scan results produced by both Azure and Dynamics 365 and remediate any identified non-compliance or vulnerabilities. Dynamics 365 is notified by the Cyber Defence Operations Centre (CDOC) team upon identification of technical vulnerabilities associated with Dynamics 365 assets using the Microsoft Security Response Centre (MSRC) and other security forums; this includes the notification of the latest patches released.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacentre edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.; ; Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached, or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Microsoft has developed robust processes to facilitate a coordinated response to incidents.; •Identification – System and security alerts may be harvested, correlated, and analysed.; •Containment – The escalation team evaluates the scope and impact of an incident.; •Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred.; •Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.; •Lessons Learned – Each security incident is analysed to protect against future reoccurrence.; ; More information http://aka.ms/Office365SIM
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide a Dynamics 365 instance for a free 30 day trial.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steven.madden@cantarus.com. Tell them what format you need. It will help if you say what assistive technology you use.