ARVATO LIMITED

HaloCRM by ArvatoConnect

HaloCRM is a flexible, cloud-based customer relationship platform designed to centralise customer data, manage cases and workflows, and improve sales and customer service delivery. It enables configurable no-code processes, automation, reporting, and integrations to maximise customer engagement. Single platform, single license, for three out-of-the-box solutions; CRM, ITSM, PSA.

Features

• Unified customer records and journey visibility providing complete interaction history
• Case management with configurable workflows and automation
• SLA tracking and alerts ensuring service commitments are met
• Omnichannel case intake from email, web, and integrations
• Branded self-service portal, virtual agent and automatic article suggestions
• Automation rules reducing manual effort and response times
• Knowledgebase supporting consistent, accurate customer responses
• Role-based drill-down dashboards and real-time performance reporting
• Powerful and seamless integration with contact centre and third-party systems
• Multi-language agent and user interfaces - English and Welsh included

Benefits

• All-inclusive, non-modular software - no hidden fees or paywalls
• Codeless interface facilitating easy system adoption for multiple departments
• Enables personalised service using unified customer records
• Improves agent productivity by automating repetitive tasks
• Enables data-driven decisions with actionable management insights
• Strengthens brand reputation through improved customer experiences
• Guaranteed 99.95% uptime with industry-leading speed & performance

• 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 richard.husband@arvatoconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

703204300829841

Contact

Richard Husband
07867464428
richard.husband@arvatoconnect.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Halo will be periodically updated with the agreement from the customer. These updates will take place outside of business hours and will be scheduled in at the customer's convenience.; ; Any maintenance that will impact service to a customer will only be carried out with agreement and will be scheduled in advance. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption.; ; Where urgent work, such as emergency fixes, security patches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
• System requirements: Supported Web Browser: Microsoft Edge, Chrome, Firefox, or Safari

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: ArvatoConnect's standard support hours are 07:00-22:00 7 days a week. The Service Desk will allocate a priority to the incident or request, which will then determine the target response and time required to resolution. Extended support hours will be discussed on a client by client basis.; Halo support includes tickets raised via email are classified as a P3, response within 4 hours. P1 (response 15mins) and 2 tickets (response 30mins) must be raised via the self-service portal, which includes webchat, or via phone. Service availability support 24/7, application support 9 to 6 Monday to Friday.
• 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), 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: The live chat has been through internal Halo UAT testing, testing with assistive technology users and the same processes are being used globally by Halo customers.
• Onsite support: Yes, at extra cost
• Support levels: ArvatoConnect provide a standard support level, 07:00-22:00 7 days a week. A premium support level with extended hours can be discussed on a client by client basis. ; P1 Critical, Response Time within 30 minutes, Resolution Target 4 hours; P2 High, Response Time within 1 hour, Resolution Target 8 hours ; P3 Medium, Response Time within 4 hours, Resolution Target 3 days ; P4 Low, Response Time within 8 hours, Resolution Target 8 days ; P5 Standard, Response Time within 16 hours, Resolution Target As agreed in response ; Our Service Desk are the single point of contact for all Halo support and service requests, with an established escalation path.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: ArvatoConnect support new Halo users primarily through consultancy, deployment support, configuration, and ongoing expert guidance. Our role is to ensure the Halo platform is aligned with each organisation’s systems, goals, and operational needs. We provide end-to-end project management and delivery, including design (user journeys, omni-channel flows, integrations, security/RBAC, analytics and reporting), build, SAT/UAT and tailored training across roles for rapid enablement. Users will also have access to the Halo library of guides and documentation anytime to get started with learning and expanding their platform knowledge, as well as the Halo support team being available throughout the process.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Knowledgebase
  • Video
  • Webinars
• End-of-contract data extraction: Upon contract termination, Halo deactivates all user IDs related to the customer account and any saved data is deleted. ArvatoConnect will work with our client to extract their data via csv export from the Reporting Suite or, the SQL database can be provided in the format of a .bak file, prior to the termination date.
• End-of-contract process: At the end of the contract, all data exported via csv format is free of charge, the SQL database can be provided for an additional cost.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Web app is mobile optimised to include the same functionality regardless of device. There are also native mobile apps available as part of the subscription cost.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Halo is a browser based application with a modern, intuitive interface. The interface is configurable per user or role, with each user seeing only their relevant areas of the system. It is possible to also brand the solution, to be inline with the corporate image.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Halo work alongside customers in developing the application to meet the requirements of all users. Halo constantly validate the solution through customer feedback, ensuring the application allows all users to easily use the software. The Halo user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility is prioritised on Halo's development roadmap and changes implemented in a timely manner.
• API: Yes
• What users can and can't do using the API: External applications are authorised to the RESTful API within the Halo application. A name and authentication method is given to the application and this is used to authenticate requests to the Halo API.; ; Custom Integrations & Integration Runbooks allow for the development of custom sets of API calls to third-party applications and chain them together using the results of the previous API calls.; ; Halo is an API-centric application, all of the functionality from the application is available within the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ArvatoConnect are experts in User journeys, enhancing experience through service customisation and integrations. Halo is an extremely configurable application and is designed to be configured to meet a range of user requirements. The configuration all takes place within the application and there is no requirement for coding or programming knowledge. To configure the system, the user must have the relevant permissions.

Scaling

• Independence of resources: Halo architecture is designed to quickly and easily scale to meet the needs of enterprise level organisations.; ; Each customer has their own application server hosted on Amazon Web Services (AWS) and this easily scales to requirements. By having separate servers, this ensures independence from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are available through the built-in Reporting Suite. Further reports available on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

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

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data on demand through the Reporting Suite within the application. This is typically in csv, xlsx or pdf format, although other formats are available.; ; Halo will also provide a database backup on request. The database is compressed, encrypted and password protected.; ; ArvatoConnect also offer our Microsoft Azure Data Lake Storage (ADLS) Gen2 solution, hosted in the UK, and designed to provide secure, scalable analytics capabilities, ingesting client data from multiple platforms, delivering a customer 360 view.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Xlsx
  • Pdf
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xlsx
  • API

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: The level of service received by all Halo customers is of the highest importance. As a result there is an operational target of 99.95% service availability.
• Approach to resilience: Halo leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. Further information can be made available on request.
• Outage reporting: Service outages are alerted to the customers via email. Emails are transparent and keep the customer updated as to expected availability

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Halo management interfaces require a username and password to access and this is authorised against their role. To access support channels Halo allows customers to opt in to our Name Support Contact Policy. This restricts which employees are allowed to access support channels. Outside of this policy, support is provided to the level of the role of the user. If additional permissions are required this is sent for approval with the customer's administrators.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Microsoft PAM

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 contact the support team to get 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: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus, GDPR, FCA
• Information security policies and processes: ArvatoConnect's and Halo's security policies are derived from ISO/IEC 27001 framework. Halo utilises Amazon Web Services (AWS) for platform hosting, all data is stored within the Amazon infrastructure, which complies with ISO/IEC 27001.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Halo utilise ITIL-aligned HaloITSM platform to raise, approve and track Change management internally.; ; Requests for change are raised for normal and emergency changes, which are associated against the relevant services. Changes are scheduled, implemented and verified with management oversight.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are evaluated on an ongoing basis by Halo, and risk assessments carried out whenever a change is made to an asset. The potential impact of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in the risk assessment register. Halo use multiple sources to identify vulnerabilities, from vendor information to in house testing. Halo aims for risks to be resolved or mitigated with 8 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All instances of Halo are configured with proactive monitoring software, which checks a range of metrics every minute. These metrics are displayed on dashboards and email alerts sent out. Any warnings received follow a formal incident procedure and responded to within standard SLAs. ; P1 - 15 mins; P2 - 30 mins; P3 - 4 Hours
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised via email, web form/chat or phone call. All incidents are triaged, which involves prioritising, categorising and assigning to the correct teams. Common events have resolutions stored in the Halo knowledge base and problem management is also implemented to prevent future incidents. All communications are maintained within the incident record and customers can view this information on the support portal. The support portal allows users to view active incidents, as well as closed incidents. Additional incident reports available on request.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access and personal support for 30 days.

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Wednesday 7 September 2022
• What the ISO/IEC 27001 doesn’t cover: While it is not practicable to list exclusions in isolation, our ISO 27001 certification supports all contracted services to ArvatoConnect customers, including contact centre, back-office and IT services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Monday 16 January 2023
• What the ISO 9001 doesn’t cover: While it is not practicable to list exclusions in isolation, our ISO 9001 certification supports business process outsourcing, delivering a comprehensive range of front and back office services. This includes customer experience services and administrative services.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Fbb5c636-5561-4d78-b819-3360c25ffe07
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A774e5a5-9ad4-4cbf-a7a3-e47ea2c0ef05
• Other security certifications: Yes
• Any other security certifications:
  • Tisax
  • ISO 20000-1:2018

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

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 richard.husband@arvatoconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.