HALO SERVICE SOLUTIONS LTD

HaloCRM

An all-inclusive CRM solution and cloud-based service desk, HaloCRM delivers lightning-fast customer relationship management in an intuitive, codeless interface. HaloCRM supplies powerful, flexible best practise processes with Automation out-of-the-box. Our experienced, in-house CRM team provide frictionless service migrations, lower total ownership cost than legacy tools with concurrent licencing options available.

Features

• Single solution for adoption of Customer Service & Sales automation.
• Built in the REACT framework, giving unparalleled system speed.
• Codeless interface facilitating easy system adoption for multiple departments.
• Omnichannel support with automatic problem identification.
• Branded self-service portal, virtual agent and automatic article suggestions.
• Real-time reporting, unlimited drill-down dashboards and PowerBI integration.
• Integration with core business systems (O365, MSTeams, GoogleWorkspace).
• Works on any device, including an Android/iOS mobile app.
• Visual SLA, workflow and progress trackers.

Benefits

• All-inclusive, non-modular software - no hidden fees or paywalls.
• Industry-leading implementation timeframes, with a risk-free pricing model.
• Shift-left model through emphasis on self-service, automation and AI.
• Reporting designed to facilitate continuous service improvement.
• In-house team working in direct relationship with your organisation.
• Automation and orchestration features such as auto-allocation of tickets.
• Quarterly stable upgrades without impact on system configuration.
• Guaranteed 99.95% uptime with industry-leading speed & performance.
• Decades of experience delivering solutions to the public sector.
• Centralised communications in a customer centric approach.

• 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 sales@haloitsm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

741011329631663

Contact

Tom Monaghan
01449 833 111
sales@haloitsm.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Halo's default cloud hosting is via AWS, this can be restricted geographically. However customers can host on-premise or discuss with our team alternative hosting arrangements. ; No other service constraints.
• System requirements:
  • Network connection.
  • Web Broswer or Mobile.

User support

• Email or online ticketing support: Yes
• Support response times: The Halo SLA is as follows:; ; - Priority 1: 15 minutes; - Priority 2: 30 minutes; - Priority 3: 4 hours; - Priority 4: 8 hours; ; All tickets raised via email are classified as a priority 3 and will be responded to within 4 hours. Priority 1 and 2 tickets must be raised via the self-service portal or via phone. This SLA applies throughout the working hours specified (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: 24 hours, 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 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: Standard support included within Cloud pricing. Each client has a dedicated Account Manager.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: When purchasing Halo, an implementation package is also purchased. The packages vary to include onsite consultancy, training, remote consultancy, project management etc. depending on the scale of the implementation.; ; Alongside the implementation package, new users will also have access to our library of guides and documentation, as well as being able to ask questions of our support team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Knowledge Base
  • Video
  • Webinars
• End-of-contract data extraction: Users can extract their data via csv export from the Reporting Suite or the SQL database can be provided, in the format of a .bak file.
• End-of-contract process: At the end of the contract, all data can be exported into csv format free of charge. The SQL database can be provided for an additional cost.
• Documentation accessibility standard: WCAG 2.2 AA

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 AA
• 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. You can also the brand the solution, to be inline with the corporate image.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: At Halo we work alongside our customers in developing the application to meet the requirements of all users. We are in constant communication with customers to ensure that the application allows all users to be able to easily use the software. Our user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility of Halo is prioritised on our development road map 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 HaloCRM application. A name and authentication method is given to the application and this is used to authenticate requests to the HaloCRM API.; ; Custom Integrations & Integration Runbooks allow you to define your own set of API calls to third-party applications and chain them together using the results of the previous API calls.; ; HaloCRM is an API-centric application, so all the functionality from the application is available within the API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: HaloCRM is an extremely configurable application and is designed to be configured to meet a range of CRM 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 is designed to be scalable and meet the needs to 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: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: 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, xls or pdf format although other formats are available.; ; HaloCRM will also provide a database backup on request. This database is compressed, encrypted and password protected.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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 we have an operational target of 99.95% service availability.
• Approach to resilience: Available on request
• Outage reporting: Service outages are alerted to the customers via email as well as being on a public dashboard. 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: HaloCRM management interfaces require a username and password to access and this is authorised against their role. To access support channels HaloCRM 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

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
• Information security policies and processes: Halo operates a formal Information Security Management framework certified to recognised industry standards, including ISO 27001 and SOC 2 Type II controls. Information security policies are approved by senior management and cover areas such as access control, data protection, incident management, change management, risk assessment, supplier security, and business continuity.; ; Responsibility for information security sits with the senior leadership team, supported by a dedicated in house infrastructure and security function. Clear ownership is defined for policy governance, risk acceptance, and control operation. Policies are reviewed at least annually, or sooner where regulatory, operational, or threat landscape changes require it.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is all tracked through using Halo ourselves internally.; ; Requests for change are raised for normal and emergency changes, which are associated against the relevant services. These are then tracked through our ITIL-aligned HaloITSM instance and relevant changes go for approval. Once approved, the changes are then implemented and reviewed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are evaluated on an ongoing basis 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. We use multiple sources to identify vulnerabilities, from vendor information to in house testing. Our internal process allows for these risks to be resolved or mitigate with 8 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All instances of HaloCRM 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 our internal incident procedure and worked on in accordance with our standard SLA. Priority 1 - 15 mins; Priority 2 - 30 mins; Priority 3 - 4 Hours
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised with Halo via email, web form/chat or phone call. These different channels all raise incidents with the Halo software. Once logged in Halo these incidents are triaged, which involves prioritising, categorising and assigning to the correct teams. Common events have resolutions stored in our 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.
• Link to free trial: https://usehalo.com/trial/

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

• Less than £250,000: 15%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 25%
• Between £1,000,001 and £2,500,000: 30%
• Between £2,500,001 and £5,000,000: 40%
• Over £5,000,001: 50%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau Ltd
• ISO/IEC 27001 accreditation date: Wednesday 31 July 2019
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 9f4ce53f-7ff4-4c17-a22a-eec647974c01
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Aae97cef-d94e-49d8-bf87-baa38a9af91d
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type 2
  • IRAP

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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 sales@haloitsm.com. Tell them what format you need. It will help if you say what assistive technology you use.