Gauri Ltd

Gauri - SAP Customer Experience & CRM Advisory, Implementation and Support Services

Our implementation and support services deliver integrated Customer-Engagement solutions across all channels of customer interaction, accessible enterprise wide and providing a seamless and consistent experience with real time analytics and social media interaction. In addition we provide advisory, audit and health check services of SAP C/4 HANA landscape.

Features

• Customer engagement - integrated sales, services, marketing and Data Cloud
• 360° Single Customer and Citizen View
• Collaborative Customer relationship management
• Idenity, Access, Consent and Preference Management
• Connected cloud, hybrid (On premise and cloud) integration
• License Audit, System Health check, Best practise recommendation
• Reporting - Real time, advanced analytics, metrics and interactive reports
• Executive dashboards - personalised dashboards
• SLA Support, Adhoc Support, Upgrades and maintenance
• 24/7 Support available on request

Benefits

• Improved relationship of Customers, Partners and Prospects
• Increase Customer retention
• Clear visibility of customer behaviour, preferences and context based conversation
• Leverage Data to improve efficiency and increase growth
• Maximise your SAP investment with high ROI
• Robust delivery underpinned by adaptive agile methodology,
• Highly experienced Consultants with deep product skills and domain expertise
• Accelerated Implementation using our product addons
• Continuous Improvement and Reducing technical debt
• Flexible support and maintenance offerings

£250 to £950 a person a day

• Education pricing 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 david.mukerji@gauri.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

560705334930051

Contact

David Mukerji
+447393768651
david.mukerji@gauri.com

Planning

• Planning service: Yes
• How the planning service works: We follow the steps below for implementation:; • Prepare; o Prepare Project; o Project Kick-Off; o Scope Statement; o Confirm Installation; o Execution, Monitoring, and Controlling of Results; o Preassembly - Activate Solution; ; • Explore; o Validation Workshop - Confirm Activation; o Determine all configuration values ; ; • Realise; o Set up Master Data; o Solution Configuration; o Execution, Monitoring and Controlling Results; o Test Solution; o Knowledge Transfer & Walkthrough; o Set up Production Environment (PRD); ; • Deploy; o Switch to Production; o Go Live Support; o Hand Over Solution
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • SAP Sales Cloud
  • SAP Service Cloud
  • SAP Customer Data Cloud (Gigya)
  • SAP Marketing Cloud
  • SAP CPI
  • Talend

Training

• Training service provided: Yes
• How the training service works: We provide various options and the approach will largely depend on the individual customer needs; 1. "Train the Trainer": This is provided to super users and system administrators. This is comprehensive to ensure users understand and are able to manage the system themselves; 2. Knowledge Transfer: This is to transfer all the process, configuration, technical and Infrastructure knowledge, associated documentation to the inhouse IT team ; 3. "Be-spoke Training": If there is a product skill gap with inhouse team, we can design a tailor made training programme to cover the same; 4. We could also work collaboratively with project team during the design and build of the project so that the inhouse capability is built during the lifecycle of the project.; ; Training can be provided either face to face or via web meetings with supported training guides and documentation if required.
• Training is tied to specific services: Yes
• Services the training service works with:
  • SAP Sales Cloud
  • SAP Service Cloud
  • SAP Customer Data Cloud (Gigya)
  • SAP Marketing Cloud
  • SAP CPI
  • Talend

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can provide simple Excel templates to migrate data. We also have API's to transfer data between systems. We suggest these based on the scope and complexity. The predefined formats have self explanatory columns which will help customers to understand and populate data. Depending on the data volume, ETL tools like SAP Data services, Talend, etc. can be used to stage and cleanse the data, map the data and load it into the target systems.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • SAP Sales Cloud
  • SAP Service Cloud
  • SAP Customer Data Cloud (Gigya)
  • SAP Marketing Cloud
  • SAP CPI
  • Talend

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: To ensure Quality, our methodology incorporates reviews at appropriate stages and testing. ; Reviews:; 1. Solution Design Document Review; 2. Functional specification / Requirement document Review; 3. Technical - Code and Unit testing Reviews ; ; Testing:; 1. Functional testing focussing on the testing of an application against the requirement catalogue or acceptance criteria defined in user stories. This includes: ; a. Unit Testing (Gauri is responsible for execution) ; b. Business Process (String) Testing (Gauri is responsible for execution) ; c. Scenario (Integration) testing (Gauri is responsible for execution depending on the requirements) ; d. Data Migration Testing (Gauri is responsible for supporting) ; e. User Acceptance Testing (Gauri is responsible for supporting) ; ; 2. Non-Functional testing: ; a. Authorisation / Security Testing (Gauri is responsible for supporting) ; b. Performance Testing (Gauri is responsible for supporting): This includes the base line of the server and client response times. ; i. Volume Testing – this test identifies maximum load to ensure a given hardware configuration can handle representative peak loads. ; ii. Stress Testing– scenarios that simulate peak loads, including concurrent connected & synchronizing remote users & concurrent execution of other production jobs

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Each product has a simple incident management tool via which the incident will be assigned to our support team. This team will then perform analysis and assess the impact, perform the fix, unit test the fix, perform end to end test for the impacted scenarios and hand it over to the Customer to perform user acceptance test, and then promote the changes to production

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide the following SLA's for Incident management. These can be tailored for individual customer needs.; Typical SLA details (Priority, Initial response time, Max Resolution time and Operation hours):; 1. Highest, 2 hours, 8 hours, 24x7-365 days; 2. High, 4 hours, 16 hours, Business hours; 3. Medium, 4 hours, 40 hours, Business hours; 4. Low, 8 hours, As agreed with customer, Business hours; 5. Lowest, 8 hours, As agreed with customer, Business hours; ; Business hours are 9am to 5pm (UK time), Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Typically during the BAU phase, there are three Support level teams.; ; L1 Support: This is primarily provided by the Customer and covers the following; • Co-ordination with end users ; •Incident priority validation and categorisation; •Communication to user community related to key issues, system maintenance and changes to Live system; ; L2 support: This is usually shared between the Customer IT team and Gauri team; • Validation of Incident priority and categorisation ; • Incident/CR Analysis ; • Impact Assessment and Estimation; • Data fixes ; • Configuration changes ; • Unit Testing ; • Deployment; • Documentation ; • Test script updates; • Functional Testing ; • User Acceptance Testing ; • Analysis of release notes for cloud upgrades to propose appropriate actions ; • Daily system monitoring.; ; L3 support: This is usually provided by the Gauri team; • Configuration + Development/Code Changes; • Unit Testing; • Deployment; • Documentation; • Functional Testing (Including Integration Testing); • Landscape Management

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: SAP

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  At Gauri Ltd, we are dedicated to championing equality, diversity, and inclusion (EDI) throughout every aspect of our operations. This commitment extends from our internal practices for staff, encompassing recruitment and beyond, to our interactions with clients, from initial contact to ongoing collaboration. Our goal is to adhere to best practices in EDI, fostering an inclusive professional environment whilst acknowledging and addressing structural barriers and privileges. We understand that various groups encounter distinct challenges in both professional and personal spheres, and our EDI mission is centred on building a diverse and inclusive workforce where talent can thrive irrespective of background.; For new applicants, we evaluate suitability for available roles without imposing unnecessary barriers based on age, gender identity, marital status, pregnancy or maternity leave, disability, race, nationality, religion, sexual orientation, or any other protected characteristics. New employees will be welcomed for who they are, empowered to shape our present and future, and provided with opportunities, training, advancement, and reward based solely on merit, free from discrimination. ; We are dedicated to serving our clients to the best of our abilities, regardless of their identity. We strive to maximize the value they derive from our services, demonstrating sensitivity and upholding our values in every interaction. Our business ethos revolves around promoting equality, celebrating diversity, and championing inclusion.

Pricing

• Price: £250 to £950 a person a day
• Discount for educational organisations: Yes

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 david.mukerji@gauri.com. Tell them what format you need. It will help if you say what assistive technology you use.