DELAWARE DIGITAL LLP

Delaware - Microsoft Dynamics 365 Customer Service

Delaware specialise in the design, implementation, and support of Microsoft Dynamics 365 Customer Service. Leveraging the power of Dynamics 365, organisations can effectively manage case loads, automatically route case to agents, utilise GenAI powered responses to reduce time and cost to serve and deliver higher quality service to citizens.

Features

• Generative AI and Automation
• Self-Service Enablement & Optimised Service Operations
• Solutions & Service Assessment
• Real-Time Insights
• AI-Based Issue Routing
• Collaboration in Microsoft Teams
• Unified Case Management
• Personalised Citizen Interactions
• Intelligent Case Resolution
• 360-Degree Citizen View

Benefits

• Empower agents to resolve issues quickly usiing generative AI
• Make agents' work effortless by enabling self-service for customers
• Streamline service operations for better efficiency and productivity
• Empower agents with sentiment analysis, translations, transcriptions
• Increase first-call resolution by AI agent routing
• Bring together experts for quicker issue resolution
• Track customer issues, manage conversations, and efficiently route work items
• Tailor and personalize all citizen interactions for better satisfaction
• Assist agents with relevant information to resolve cases effectively
• Seamlessly manage interactions with a holistic view of their history

£41.10 to £78.10 a user a month

• 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 dlw-uk-enquiries@delaware.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

757857396321249

Contact

James Lear
+44 117 457 3578
dlw-uk-enquiries@delaware.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: Dynamics 365 Field Service,; Dynamics 365 Asset Management, ; Dynamics 365 Finance
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Edge, Mozilla Firefox, Google Chrome or Apple Safari
  • Microsoft 365

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Maintenance support and system issues are supported by Microsoft direc and provided as part of the subscription cost and therefore not an extra cost. Application support is provided by Delaware and is tailored for each client but can include 24x7 where needed.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Tailored to individual requirements
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Delaware assists users in maximising the use Microsoft Dynamics 365 by offering a comprehensive approach that combines technology, expertise, and collaboration as summarised below:; 1. Structured Approach: Delaware provides a structured approach to guide users through the implementation process. We work closely with clients to understand their unique requirements, business processes, and goals. By mapping out a clear transition and adoption plan, Delaware ensures a smooth migration to Dynamics 365.; 2. Training and Adoption Plan: Delaware typically prepares role-based training and adoption plans covering both initial and on-going training as well as other support activities to further improve adoption.; 3. Onsite Training: Delaware offers onsite training sessions where experts guide users through the system’s features, workflows, and best practices. This hands-on approach helps users become proficient quickly.; 4. Online Training: For remote or distributed teams, Delaware provides online training sessions. These interactive sessions cover various aspects of Dynamics 365, empowering users to make the most of the platform.; 5. User Documentation: Delaware creates user-friendly documentation, including manuals, FAQs, and video tutorials. Users can refer to these resources whenever needed, ensuring continuous learning and self-sufficiency.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Microsoft Dynamics 365 enables clients to undertake a complete export of their data.
• End-of-contract process: Delaware tailors the end of contract process to suit each clients specific requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Microsoft Unified Interface
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Jaws screen-reader is supported under the latest Unified Client. Visit https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/accessibility-people-with-disabilities for accessibility information.
• API: Yes
• What users can and can't do using the API: The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. More information can be found here https://msdn.microsoft.com/engb/library/mt593051.aspx API documentation
• 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: Microsoft Dynamics 365 is highly configurable and customisable. A vast number of changes can be made using point and click configuration through the in-built management tool.; Further customisations and extensions can be built using the API, .Net code or Power Automate.

Scaling

• Independence of resources: Dynamics 365 is hosted by Microsoft in their data centres. Microsoft balance the load of customers within a scale group. A scale group is a collection of servers (database, application and web servers). Organisations are dynamically balanced across scale groups so that performance is consistent.

Analytics

• Service usage metrics: Yes
• Metrics types: Organisation Insights for Dynamics 365 provides important adoption and usage metrics for your Dynamics 365 organisation, and tools to help you stay ahead of performance and support issues. More information can be found in the link below: https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.04931187-431c-415d-8777-f7f482ba8095?tab=Overview
• Reporting types:
  • 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: Other security clearance
• 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: Clients use a wide range of techniques to export their data from exporting to Excel / CSV to exporting to an Azure data lake.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Export to Excel
  • Azure Data Lake
• Data import formats:
  • CSV
  • Other
• Other data import formats: Microsoft 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: Service level is 99.9% uptime.
• Approach to resilience: Microsoft offerings are delivered by highly resilient systems that help to ensure high levels of service. Service continuity provisions are part of the Microsoft system design. These provisions enable Microsoft to recover quickly from unexpected events such as hardware or application failure, data corruption, or other incidents that affect users. These service continuity solutions also apply during catastrophic outages (for example, natural disasters or an incident within a Microsoft data centre that renders the entire data centre inoperable).
• Outage reporting: System administrators are notified by email and the Microsoft portal updates a running notification, the Organisational Insights Dashboard will update and Yammer and social media may also be used.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: This is fully configurable identity and access management. Role based access controls restrict access to named users only
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: Bureau Vertas Certification Holding SAS - UK Branch
• ISO/IEC 27001 accreditation date: 22/3/22
• What the ISO/IEC 27001 doesn’t cover: Nil
• 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: https://azure.microsoft.com/en-gb/support/trust-center/

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: https://azure.microsoft.com/en-gb/support/trust-center/
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: https://azure.microsoft.com/en-gb/support/trust-center/
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: https://azure.microsoft.com/en-gb/support/trust-center/
• 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: https://azure.microsoft.com/en-gb/support/trust-center/

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Delaware is committed to playing our part in the effort to combat climate change. Specifically:; We are proud to have achieved the ISO:14001 (Environmental Management) certification, which demonstrates our adherence to exacting standards of environmental practices in our business activities. ; Delaware has set a goal to reach net zero by 2030. To accomplish this, Delaware has adopted various policies and procedures to lower our environmental footprint. As we work towards our net zero goal, Delaware participates in Ecologi’s carbon avoidance programme to offset our carbon emissions. From 2030 onwards, we will use certified schemes to remove carbon from the atmosphere.; We have established an Environmental Policy that communicates our expectations to all our stakeholders. Specifically, it requires us to collaborate with our clients to assess and address the environmental impact of our work delivery and support them in their sustainability efforts. With our suppliers, we source products and services from environmentally responsible providers, prioritising those that are committed to sustainability. Moreover, our supplier code of conduct sets out obligations for our suppliers to reduce resource consumption (including raw materials, energy, water and fuel) and to increase the sustainable use of resources; limit waste production and promote waste recovery (such as reuse and recycling); develop and implement environmentally friendly practices to minimise negative environmental impacts; and reduce emissions of greenhouse gases and of toxic and hazardous pollutants. We also encourage our suppliers to measure their greenhouse gas emissions and to set science-based greenhouse gas reduction targets.; With respect to our employees, we have introduced various policies and procedures, supported by training, to ensure that our operations are environmentally conscious. For example, to help reduce our waste, Delaware no longer uses physical promotional materials.

  Covid-19 recovery

  Delaware understands the effects of COVID-19 on our clients / employees and the broader society. Therefore, we believe it is essential to do everything we can to assist those stakeholders in coping and recovering from COVID-19. For this purpose, Delaware has various initiatives and programmes in place, including:; • Delaware analyst programme hires and trains individuals to offer leading cloud services from business applications, data, and analytics to the latest generative AI solutions. Our analysts come from diverse backgrounds and experiences, some are graduates, some are mid-career professionals switching from another industry, and some are individuals coming back to work after a long-term illness or career break. We think this diverse approach allows Delaware to access a wider and more varied talent pool, that better reflects our clients, and enables our workforce to pursue long-term fulfilling careers in the high growth technology sector.; • Delaware supports flexible / part time and home working, enabling our staff to work remotely, in the office, or at client locations, to allow our employees to adjust their working patterns according to their personal needs. We also offer a cycle to work scheme and have a travel hierarchy in our expense policy to encourage more sustainable modes of travel. To support general wellbeing and social integration, Delaware also offers lunchtime yoga, a wide range of employee-led clubs, including cycling, gardening, and golf. We also organise an annual sports week and support a range charity fund raising events.

  Tackling economic inequality

  Our Corporate Social Responsibility (CSR) goal is simple: to leave the world better than we found it. Guided by our vision to build a company that endures for 150 years, we believe that our actions can create a broader positive impact on our environment, our people, our company, and our customers.; Our extensive network of partners plays a crucial role in delivering our services. Many of these partners are small organizations with specialized skills. By collaborating with them, we not only fulfill our contractual obligations but also stimulate long-term economic growth within these partnerships.; Most of our employees work remotely, creating a distributed workforce across the entire country. This approach ensures employment opportunities regardless of location and reflects the diversity of our clients and the communities they serve.; Our analyst program recruits and trains individuals to deliver cutting-edge cloud services. Analysts come from diverse backgrounds, including recent graduates, mid-career professionals transitioning from other industries, and individuals returning to work after illness or career breaks.; This approach broadens our talent pool, aligning us better with client needs and fostering long-term, rewarding careers.; Our three-year analyst training program includes formal qualifications issued by major vendors like Microsoft and SAP. We support all consultants in obtaining additional certifications throughout their careers.; By providing extensive training to our clients’ employees during service execution, we empower them to use our solutions effectively and even create further solutions independently.; We encourage our employees to participate in technology user groups. These community-led forums focus on specific solutions (such as the Microsoft Power Platform).; Relevant clients’ employees are also invited to join, reinforcing their learning and expanding their knowledge beyond traditional work environments.; Delaware maintains a formal supplier code of conduct to ensure good working standards across our supply chain, covering aspects like pay equality and environmental management.

  Equal opportunity

  Delaware is proud to be an equal opportunity employer. ; We support the development of new skills and capabilities for ALL employees, through various training and development initiatives. Delaware provides opportunities for employees to acquire and enhance knowledge and skills through training, which includes both internal and external programs, often resulting in formal qualifications with our major vendor partners including Microsoft and SAP. These initiatives aim to improve employee performance and prepare them for more impactful responsibilities and more fulfilling careers.; We cascade our values including equal opportunities into our supply chain. For example, our supplier code of conduct places specific requirements on our supply chain to ensure they do not engage in any discriminatory employment practices including (but not limited to) discriminating in hiring, compensating, training, promoting, terminating or retiring any person based on race, caste, colour, national origin, gender, gender identity, sexual orientation, religion, age, marital or pregnancy status, disability, union membership or political affiliation or any other characteristic other than the person’s ability to perform the job.

  Wellbeing

  Our #PeopleofDelaware are our most valuable resource and support the care about the health and wellbeing of our workforce through:; Encouraging flexible / part time and home-based working.; For those staff who work from home, we undertake a health and safety assessment to improve their home-based working environment and ensure they have the right equipment.; Offering private medical insurance and employee assistance programme to provide rapid support for both physical and medical health care needs.; Our WeCare working group is a staff led initiative that helps us fulfil our social responsibility by supporting our staff and the broader community. For our staff, it runs a formal ReconiseIT monthly award to create a positive team environment based on appreciation. Over the past few years, the WeCare working group has supported Cancer Research UK, Mind, Ukraine Humanitarian Appeal raising thousands of pounds from various activities such as raffles, quizzes, sporting events.; Delaware also gives every staff member a CSR day to be used to help wider community activities and often is used with our clients’ staff to assist a specific local community initiative.; Throughout the year, Delaware organises several social events including our annual summer party, Delfest.; Delaware has a range of HR related policies and procedures that aim to support and ensure the wellbeing of our staff such as our Whistleblowing policy which has been set up to make sure we do our business with honesty and integrity. It urges staff at all levels, partners, agency workers, interns, and self-employed consultants to raise any concerns that they may have about the behaviour of others in the business or the way the Company is run.

Pricing

• Price: £41.10 to £78.10 a user a month
• 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 dlw-uk-enquiries@delaware.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.