Ve3 Global Ltd

Customer Relationship Management (CRM)

VE3's Customer Engagement Solution, formerly known as Dynamics CRM, encompasses Sales, Marketing, Customer Service, Field Service, and Project Service Automation (PSA).

Features

• Customer Engagement Platform - comprehensive CRM solution
• Mix and match CRM modules for tailored solutions
• Customer Service for efficient case handling
• Field Service for mobile workforce management
• Marketing for lead generation and event management
• Seamlessly upgrade from Dynamics CRM to CRM in the cloud
• Role-based CRM capabilities with Dynamics 365
• Unified platform for all organizational areas
• Integration with third-party apps and Microsoft products.
• Sales for citizen management

Benefits

• Gain a 360-degree view of customers
• Ensure GDPR-compliant contact data management
• Conduct professional marketing campaigns and events
• Easily migrate old CRM data to the cloud platform
• Access a comprehensive suite of customer interaction tools
• Real-time data access through the CRM
• Accessible on any device via the Microsoft Cloud
• Scalable licensing options for cost-effectiveness
• Support for multi-currency transactions in the CRM.

£175 to £850 a unit

• Education pricing 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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

681925395643965

Contact

Nikhil Alex
02045520840
prime@ve3.global

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Dynamics 365 and Bespoke Application Development
• Cloud deployment model: Public cloud
• Service constraints: No immediate constraints.
• System requirements:
  • The system's functionality hinges on obtaining suitable licensing.
  • System prerequisites vary based on each project's specifications.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All service level agreements and response times are established with clients and tailored to their particular needs.
• 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: No
• Onsite support: Onsite support
• Support levels: Support tiers, Technical Account Management, and associated expenses are individually negotiated with clients to match their support needs. Various support models such as 24/7, Core Hours, and Emergency Out of Hours are offered. Additionally, services like Technical Account Management and Cloud Support Engineer are accessible.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Key onboarding tasks include:; ; • Determining the most suitable governance model to meet the engagement requirements.; • Agreeing on the delivery approach, whether agile, waterfall, or hybrid.; • Engaging with empowered individuals from our Customer to capture functional and non-functional requirements.; • Finalizing the commercial terms, including delivery milestones.; ; VE3 offers on-site, remote/online, and documented training tailored to each customer's needs. Our standard training method involves a train-the-trainer approach, facilitating knowledge dissemination throughout the organization. Training can be conducted on-site or remotely via video conferencing. Additionally, we provide user guides customized to each customer's needs and project scope, including any agreed-upon customizations.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data related to the services remains the property of the customer. Data extraction will be performed in an agreed format and within specified timescales outlined in VE3's Exit Plan, provided at the project's outset.
• End-of-contract process: Upon service commencement, VE3 provides a comprehensive Exit Plan tailored to each customer's requirements, including any additional costs and payment terms. All costs associated with the specified services will be detailed and approved by the customer at project commencement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no functional difference between our mobile and desktop service.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Users, whether customers or employees, can submit requests through a user-friendly help center. By integrating Confluence with VE3 Service Desk, they gain access to a unified knowledge base. Leveraging machine learning, the system intelligently suggests the appropriate service and improves its recommendations with each interaction, ensuring easy access to answers. The VE3 interface is accessible across desktops, laptops, mobile phones, and tablets.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: All API services are agreed separately with customers in line with their requirements.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All customisation requirements are agreed separately with Customers in line with their requirements.

Scaling

• Independence of resources: VE3 offers a flexible and scalable service to accommodate fluctuations in demand for each specific service. These services are supported by pre-defined SLAs agreed upon with each customer, ensuring uninterrupted delivery of services.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Metrics and reporting is agreed with customers in line with their individual requirements.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: 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: A third-party destruction service

Data importing and exporting

• Data export approach: Customization requirements for data export are negotiated individually with customers to align with their specific needs and preferences.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: VE3 offers up to 99.99% availability. All availability requirements, including SLAs, are tailored to meet the specific needs of our customers.
• Approach to resilience: This information is available upon request.
• Outage reporting: VE3 provides outage reporting through various methods, such as Public Dashboards, APIs, and Email Alerts. All reporting arrangements are customized to meet the specific requirements of our customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: User Authentication is not specific to this service offering and will be discussed and agreed in line with each customer’s specific requirement
• Access restrictions in management interfaces and support channels: VE3 adheres to standard policy, defining and implementing access restrictions in management interfaces and support channels according to each customer's specific requirements.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EGAC
• ISO/IEC 27001 accreditation date: 06/01/2024
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 222301
  • ISO 20000-1
  • ISO 14000-1
  • ISO 9000-1

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: VE3 has established comprehensive information security policies, with overall accountability assigned to our Senior Management Team, including the Chief Executive Officer, Chief Commercial Officer, and Chief Financial Officer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: VE3 adheres to a stringent ITILv3 aligned Configuration and Change Management process to uphold service integrity. Collaborating with customers, we ensure changes align with agreed processes, minimizing risk. A Change Advisory Board (CAB) is proposed for approving changes and assessing their impact, comprising key stakeholders and technical personnel.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management approach is tailored to each customer's needs, prioritizing optimal security measures.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We adopt a technology-agnostic stance, selecting the most suitable protective monitoring tools, such as SCOM and Solarwinds, in consultation with customers to meet their specific monitoring requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: VE3 offers end-to-end incident management and request fulfillment, following ITILv3 aligned procedures for consistent logging, categorization, and resolution. Users report incidents through our Service Management Tool, which are then logged, reviewed, progressed, resolved, and closed. Incident Management reports are provided periodically, as agreed with each customer.

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)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme: ; ; Environmental Sustainability in Operations: ; ; We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure. ; ; Promoting Sustainable Practices: ; ; VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain. ; ; Responsible by Design Framework: ; ; Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients. ; ; Training and Education: ; ; VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work. ; ; Community Engagement: ; ; We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.

  Covid-19 recovery

  Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process: ; ; Remote Work Enablement: ; ; VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees. ; ; Business Continuity Planning: ; ; We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events. ; ; Digital Transformation Acceleration: ; ; VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape. ; ; Healthcare Support Solutions: ; ; We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes. ; ; Economic Stimulus through Innovation: ; ; VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

  Tackling economic inequality

  We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality: ; ; Access to Affordable Technology: ; ; We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy. ; ; Skills Development and Training: ; ; VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects. ; ; Support for Minority-Owned Businesses: ; ; We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities. ; ; Digital Inclusion Initiatives: ; ; VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity. ; ; Fair and Transparent Procurement Practices: ; ; We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

  Equal opportunity

  We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality: ; ; Access to Affordable Technology: ; ; We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy. ; ; Skills Development and Training: ; ; VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects. ; ; Support for Minority-Owned Businesses: ; ; We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities. ; ; Digital Inclusion Initiatives: ; ; VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity. ; ; Fair and Transparent Procurement Practices: ; ; We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

  Wellbeing

  Environmental Sustainability: ; ; We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment. We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing: ; ; User-Centric Design: ; ; VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load. ; ; Health and Safety Protocols: ; ; We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services. ; ; Promotion of Work-Life Balance: ; ; VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing. ; ; Mental Health Support: ; ; We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need. ; ; Community Engagement and Social Impact: ; ; VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing.

Pricing

• Price: £175 to £850 a unit
• Discount for educational organisations: Yes
• Free trial available: No

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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.