VISIMEDIA LTD

Dynamics 365 Customer Service CRM

VisiMedia specializes in delivering comprehensive Microsoft 365 solutions tailored for the UK government and public sector. Our offerings include CRM design and build, advanced communication tools, collaborative platforms, and cybersecurity enhancements. We ensure compliance with UK data protection laws, facilitating efficient, secure, and collaborative work environments.

Features

• Seamless integration
• Compliance and security
• Customisation and scalability
• Data analytics and AI
• Accessibility and collaboration

Benefits

• Increased efficiency
• Improved service delivery
• Cost savings
• Informed decision-making
• Enhanced collaboration

£12 to £34 a licence

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ben.lewis@visimedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

607842720971455

Contact

Ben Lewis
01183702920
ben.lewis@visimedia.co.uk

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: Various modules of Dynamics 365 including business central, power apps, API integration and other 3rd party communications.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: VisiMedia’s Dynamics 365 service offerings are designed to be comprehensive and adaptive to most needs within the public sector. However, potential buyers should be aware of a few constraints. Some advanced features and integrations may necessitate additional licensing or subscription levels within the D365 suite. Furthermore, optimal usage of all features requires a stable internet connection, and certain legacy systems or applications may not be directly compatible, potentially requiring workarounds or migrations. We thoroughly assess these factors during the planning phase to minimize impact.
• System requirements:
  • Internet connection
  • MS Dynamics Licenses
  • MS 365 Licenses

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Low Priority - Business Hours: Response with 48 hours, Aim to resolve within 7 days Medium Priority - Business Hours: Response within 24 hours, Aim to resolve within 4 days High Priority: Response within 8 hours, Aim to resolve within 48 hours Urgent Priority: Response within 4 hours, Aim to resolve within 24 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We utilise Jira Cloud Service Desk to manage our support workflow. The system is certified to WCAG 2.1 AA and full details can be found here https://www.atlassian.com/accessibility.
• Onsite support: Yes, at extra cost
• Support levels: Every account is assigned a dedicated technical account manager who will take ownership of any issues that may arise. Business Hours support is provided as standard. Out of Hours support can be provided on an ad-hoc (break-fix) or on a monthly/ annual commitment basis.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Video Training, online training, user documentation a tailored 'Wiki' site as well as a full web-chat, helpdesk function.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Depends on contract specifics. Data can be extracted at any time by users with the appropriate permissions.
• End-of-contract process: At the end of a software implementation delivery contract, the service provider typically undergoes project handover, final testing for contract compliance, staff training on the new software, and transitioning into post-implementation support as outlined in the agreement. They might also provide warranties for the software's performance, committing to fix any discovered defects within a specified timeframe.; ; Additional charges beyond the contract may include fees for extended support, requests for additional training or customization, and costs to resolve issues not covered by warranties. These obligations and potential extra costs depend entirely on the terms agreed upon within the specific contract. For precise details on obligations and additional charges at the end of a contract, it's crucial to review the contract's terms.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Tailored to mobile and desktop.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Look and feel, functionality and user interface can be fully tailored, and augmented. Branding can be enforced.

Scaling

• Independence of resources: We expand our team to accommodate to all service needs. We build a collection of video resources, web chat machine learning and online available tools so that our helpdesk demand is distributed fairly and able to share external resources with individuals experiencing difficulties.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics will be determined on a case-by-case basis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can use the guides within the platform to learn how to export data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: .xlsx
• Data import formats:
  • CSV
  • Other
• Other data import formats: .xlsx

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Low Priority - Business Hours: Response with 48 hours, Aim to resolve within 7 days; Medium Priority - Business Hours: Response within 24 hours, Aim to resolve within 4 days; High Priority: Response within 8 hours, Aim to resolve within 48 hours; Urgent Priority: Response within 4 hours, Aim to resolve within 24 hours; Microsoft also provides details of their SLAs at https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services
• Approach to resilience: We work in partnership with Microsoft to ensure service resiliency. More details can be found on Microsoft's website at https://learn.microsoft.com/en-us/compliance/assurance/assurance-data-resiliency-overview
• Outage reporting: All major incidents are reported on our public status page at https://status.visimedia.co.uk. An API is available at https://visi.statuspage.io/api. Users can subscribe to email, Slack or RSS/ATOM alerts on the status page. There are also backup status pages at https://a.backup.status.visimedia.co.uk and https://b.backup.status.visimedia.co.uk. We can provide private status pages on request.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Different user profiles with various levels of security are associated to individual users within the organisation's AD. Security profiles are rigorously planned, meticulously organised and routinely reassessed.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We work adhering to information security policies and processes such as ISO 27001 for comprehensive information security management, Cyber Essentials for protection against cyber attacks, and compliance with Data Protection Act and GDPR for data protection. Implementing a Secure Development Lifecycle ensures security in software development. Access control policies, incident response plans, and regular security audits are crucial for maintaining strong security measures. Employee training, physical security measures, and business continuity and disaster recovery plans are also important components to consider when demonstrating commitment to information security. By following these best practices and standards, organizations can showcase their dedication to protecting sensitive information and ensuring the security of their services on the UK G Cloud platform.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Changes to programme scope are defined in change-specific documentation. Configuration assessments can be booked in at regular intervals at the culmination of the contract terms, or at any point during the contract negotiation phase. These assessments review any configuration requirements required, and allow for a variety of changes required to be made to the MS Dynamics configuration.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerabilities are assessed regularly. Patches and updates from Microsoft come out regularly, and is automatically pushed out to our client products. We perform intermittent penetration testing at regular intervals.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We identify compromises using risk registers and active project/programme management. The project and programme teams monitor systems success metrics proactively and constantly look for active methods of product improvement.
• 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: We use a 'service desk' ticket-based system to monitor incidents and provide frequent communications with all affected parties when handling 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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Microsoft 365's emphasis on sustainability is evident in its dedication to running on renewable energy. Microsoft's commitment ensures that their cloud services, which host Microsoft 365, operate in an eco-friendly manner. This not only reduces the carbon footprint of the businesses utilizing Microsoft 365 but also sets a precedent for other technology giants to follow, amplifying the positive environmental impact. Moreover, Microsoft 365 includes innovative tools like AI and machine learning to streamline operations and predict optimization opportunities, including those related to environmental sustainability. By predicting trends and automating repetitive tasks, it reduces energy consumption and ensures that resources are allocated efficiently, supporting global efforts towards a sustainable future. You can read more about VisiMedia & Microsoft's climate commitments at https://blogs.microsoft.com/blog/2020/01/16/microsoft-will-be-carbon-negative-by-2030/ and https://www.visimedia.co.uk/legal/net-zero-commitment

  Covid-19 recovery

  Supporting COVID-19 recovery involves a multifaceted approach, addressing both the ongoing health concerns and the economic impacts. One of the critical components in this recovery phase is the adoption of work-from-home (WFH) arrangements, facilitated by comprehensive solutions like Microsoft 365 (M365). M365 offers a suite of tools that enable businesses to maintain productivity, ensure collaboration, and foster a healthy work-life balance in these challenging times. Firstly, Microsoft 365 strengthens the infrastructure for remote work by providing secure access to work resources from anywhere. Tools like OneDrive and SharePoint ensure that employees can access files securely and collaborate in real-time, without the need for physical documents or presence in an office. This flexibility is crucial in reducing COVID-19 transmission, as it minimizes unnecessary travel and contact. Additionally, M365's communication tools, such as Teams, enable seamless collaboration among remote teams. Video calls, group chats, and collaboration on documents in real-time help maintain the flow of information and ideas, vital for innovation and productivity. These tools replicate the in-office experience virtually, ensuring that operations continue smoothly without physical interaction, supporting public health measures and facilitating economic continuity. Furthermore, the security features within M365, like Advanced Threat Protection and Secure Score, ensure that remote work does not translate to increased cybersecurity risks. As businesses become more reliant on digital communications and storage, protecting sensitive information becomes crucial. M365's comprehensive security measures safeguard against data breaches, malware, and other cyber threats, contributing to the overall resilience of businesses in the face of COVID-19 challenges.

  Equal opportunity

  Equal opportunities in the workplace are not just a matter of ethical compliance but a strategic advantage, fostering diversity, inclusion, and harnessing a broad spectrum of talents. One of the forefront features of M365 that enhances accessibility is its comprehensive suite of built-in accessibility tools designed to aid users with various disabilities. Features such as Immersive Reader in OneNote assist those with dyslexia or other reading difficulties by improving readability, while the Dictate function across the suite allows for speech-to-text capability, crucial for individuals with mobility or dexterity challenges. Moreover, the Screen Reader friendly interfaces and accessible templates in applications like Word and PowerPoint ensure that visually impaired users can navigate and create documents independently. Furthermore, M365's video conferencing tool, Teams, is a game-changer for facilitating the inclusion of housebound and disabled workers. Features such as adjustable font sizes, high-contrast themes, and the use of live captions during meetings ensure that everyone, regardless of their physical location or condition, can actively participate in team collaborations. Additionally, the ability to customize workspaces within the digital environment of M365 can help create more comfortable and conducive work setups for housebound and disabled employees. This customization can range from arranging apps for easy access to setting up notifications in a way that suits their work style, enabling them to work more efficiently and effectively. The focus on accessibility within M365 not only ensures compliance with various legal standards but is a testament to the broader commitment to creating a more inclusive world of work. By breaking down physical and sensory barriers, Microsoft 365 empowers all employees, fostering a richer, more diverse workplace where every person is valued, and their contributions recognized.

  Wellbeing

  Microsoft has placed a significant emphasis on well-being within its suite of tools, recognizing the profound impact technology can have on both personal and social well-being. Through Microsoft 365 (M365), various features are designed not just to enhance productivity but also to foster health, well-being, and a positive work-life balance. One of the standout well-being features within M365 is found in Microsoft Viva – particularly, Viva Insights. These Insights provide personalized and actionable recommendations to help individuals and teams balance productivity and well-being. For instance, it suggests regular breaks, focused work times, and learning moments to ensure employees are not overwhelmed by their workloads. By integrating with Outlook, Viva Insights helps users schedule these recommendations as part of their daily routines, prioritizing well-being alongside work commitments. Teams, a central hub for collaboration in M365, also incorporates features aimed at well-being. It facilitates more efficient meetings and collaboration, reducing the need for back-to-back scheduling, which can lead to fatigue. Furthermore, the platform supports asynchronous work, allowing individuals to contribute in a way that fits their schedules and personal commitments, fostering inclusivity and flexibility. Moreover, the integration of mindfulness and well-being apps, such as Headspace, within the Teams platform, underscores Microsoft’s commitment to holistic well-being. These resources provide accessible ways to practice mindfulness and stress relief techniques throughout the workday, contributing to mental health and overall well-being. In summary, Microsoft's well-being tools within M365 demonstrate a pioneering recognition of the critical interplay between technology, work, and well-being. These tools are not merely productivity enhancers but pivotal components in a broader strategy aimed at improving societal well-being. By investing in the development and integration of these features, Microsoft contributes to creating healthier work environments, promoting a positive social impact that extends well beyond the confines of the office.

Pricing

• Price: £12 to £34 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: An 'out of the box' version of the software for a limited period.
• Link to free trial: https://www.visimedia.co.uk/contact

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ben.lewis@visimedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.