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MemEx - Member, Supporter & Citizen Experience Platform

MemEx delivers unrivalled end-to-end audience (members, citizens and supporters) management through a suite of audience 'accelerators' designed to meet the needs of membership organisations, charities, and pubic sector bodies. MemEx is built on Umbraco's website CMS and Microsoft's Dynamics 365 CRM.


  • CRM
  • Website CMS
  • End to End Membership Management
  • Event Management
  • Member Engagement Benchmarking & Scoring
  • Payments & Invoicing
  • Training, CPD & Exam Management
  • Case & Complaint Management
  • Committee & Branch Management
  • Online Communities & Forums


  • Comprehensive Membership Process Automation
  • Automated Membership Renewals & Upgrades
  • Member Self-Service Portal


£3.80 to £15.10 a user a month

  • Education pricing available

Service documents

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G-Cloud 13

Service ID

5 5 0 0 3 1 7 4 1 5 2 9 7 1 2


Wattle David Abraham
Telephone: 0117 9717547

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Microsoft Dynamics 365 for CRM. Umbraco for Website CMS.
Cloud deployment model
Private cloud
Service constraints
Ongoing planned maintenance and rolling 2-yearly upgrades.
System requirements
Microsoft Dynamics 365 Licenses

User support

Email or online ticketing support
Email or online ticketing
Support response times
CRITICAL - Respond and provide solution within 1 working day.
MEDIUM - Respond within 1 working day and provide a solution within 3 working days
GENERAL - Respond within 5 working days and provide a solution within a reasonable timeframe.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
We provide UK business hours support during the working week. Out of hours support can be provided on request and at an agreed cost.
We have a full Service Level Agreement that is signed of as part of the contractual process providing agreed response times and reporting.
Support available to third parties

Onboarding and offboarding

Getting started
We provide full user adoption and training prior to both UAT and go-live. Wattle will conduct on-site training with defined agendas engaging with users to ensure that they are trained on the areas of the MemEx platform that are critical to them. Wattle certified D365 and Umbraco Trainers provide standard and bespoke CRM and CMS training workshops, to drive improved user adoption, in several different formats all of which include reference guides and trainer packs:

• Training the Trainer
• Instructor-Led Team Training
• 121 Tuition
• Remote Bitesize Sessions
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users can export data from Microsoft Dynamics 365 and the Umbraco CMS at any point. This uses the Software Development Kit (SDK), manually export data using the data export functionally.
End-of-contract process
Wattle agree client specific exit strategies with each individual client. If offboarding support is required it will be at an additional cost charged on a time and materials basis.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Functionally the desktop and mobile solutions are identical.
Service interface
User support accessibility
WCAG 2.1 A
What users can and can't do using the API
We have an API toolkit that administrative users can interrogate and build on. This allows MemEx to be made easily available to 3rd party providers to interface with inbound and outbound in a secure way.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Microsoft Dynamics 365 is a highly customisable and flexible CRM system. The bulk of the customisations can be carried out without requiring custom development i.e. amending and creating new entities, views, fields, and workflow processes.

The Umbraco CMS is a flexible website content management systems and can be developed to suit the fast majority of client requirements.


Independence of resources
Wattle deploys highly scalable Microsoft .NET platforms, running within Azure infrastructure, that can respond to bottlenecks and unexpected loads appropriately to automatically achieve a high level of concurrency. We can setup and fine tune rules on resource utilisation that allow us to quickly meet the demands of the system. At peak points of traffic, the system can automatically scale to meet it and descale once the need has subsided. This allows us to keep costs firmly under control without compromising on the customer experience.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Dynamics 365 online offers an SLA of 99.9% availability and will provide service credits should it not meet this.

Less than 99.9% uptime – Microsoft will issue a 25% service credit.
Less than 99% uptime – Microsoft will issue a 50% service credit.
Less than 95% uptime – Microsoft will issues a 100% service credit.

Microsoft provides a service level up-time commitment of 99.9%.

In the event that the service level falls below 99.9% for a given month, Microsoft will provide a Service Credit.

Microsoft SLA documentation is available here:
Approach to resilience
Microsoft Dynamics 365 is hosted in Microsoft data centers which have an array of technical and physical security measures and mechanisms to protect data.

These include secure perimeter fencing, video cameras, patrolling security personnel, secure entrances, and real-time communications networks. Microsoft blocks unauthorized traffic to and within datacenters, and security extends to each physical server unit.

Please see following link to the Microsoft Trust Centre:
Outage reporting
- Public dashboard via Microsoft
- API and Service Portal
- Customer email alerts

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
Wattle solutions leverage Microsoft Cloud Services which comply to ISO/IEC 27001 and CSA CCM v3.0. as well as all global security requirements.
Information security policies and processes
Wattle maintain a risk log of potential security risks and carry out regular penetration and SSL tests. The log is monitored regularly and processes are in place to ensure that any identified risks are acted upon and rolled out to clients as necessary. Regular reporting is provided to the Senior Management Team (SMT) and responsibility resides with the SMT.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Wattle has developed a proven and reliable implementation methodology, including a robust change management process which mitigates against project risks and provides an audit trail of amendments to the project’s terms of reference.

If, as a result of any change, additional project work is required, the Wattle Delivery Manager raises a Change Request (definition of change required and associated cost). This is followed by review by the Client and acceptance / rejection.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Microsoft delivers two wave releases per year which offer new capabilities / functionality. Wattle are notified of these updates in advance. We follow Microsoft guidelines and take a low code / no code approach to system development. This ensures ease of upgrade as the upgrade is usually backwards compatible. Our team test any update separately before applying to the client instance. Microsoft also deploy regular performance and reliability improvement updates throughout the year.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Dynamics uses Microsoft's Cyber Defense Operations Center which brings together security response experts from across the company to help protect, detect, and respond to threats in real-time. Staffed with dedicated teams 24x7, the Center has thousands of security professionals, data scientists, and product engineers to ensure rapid response and resolution to security threats.

Informed by trillions of data points across an extensive network of sensors, devices, authentications, and communications, the Center employs automated software, machine learning, behavioral analysis, and forensics to help their teams counter threats with strong containment and coordinated remediation.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Microsoft’s approach to managing a security incident conforms to the National Institute of Standards and Technology (NIST) Special Publication (SP) 800-61, and Microsoft has several dedicated teams that work together to prevent, detect, and respond to security incidents.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Wattle realises that is has a responsibility to the environment beyond legal and regulatory requirements. We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods. We will encourage customers, suppliers, and other stakeholders to do the same.
Equal opportunity

Equal opportunity

Wattle is committed to encouraging equality, diversity, and inclusion amongst our team, and eliminating unlawful discrimination. The aim is for our team to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. The organisation, in providing its services, is also committed against unlawful discrimination of customers or the public.


Wattle offer an Employee assistance programme (via BUPA) as an employee benefit that provides the team with support and practical advice on issues that might be impacting their wellbeing and performance.


£3.80 to £15.10 a user a month
Discount for educational organisations
Free trial available

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.