Capricorn Ventis Ltd.

Customer eXperience Management (CX)

Hear every customer’s voice, fix every broken eXperience, and increase customer satisfaction, loyalty and spend. Capventis utilises Qualtrics Customer XM cloud platform, to tab into the power of the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning. Let's improve your Customer eXperience Program together.

Features

• Customer eXperience
• Employee eXperience
• Employee 360 Survey
• Advanced Analytics (Predict iQ, Stats iQ, Text iQ, Driver iQ)
• Capventis Blueprint Mapping, Analysis and Design Model
• Advisory Consulting Services
• System Integrations
• Website Feedback
• Voice of the customer (VoC)
• Customer Journey Mapping

Benefits

• Easy to Use
• Flexible
• Better Decision Making
• Ability to capture customer, employee and market insights
• Allows for data driven decision making process
• Businesses able to respond to customer needs
• Ability to analyse trends in the market place
• Analyse Customer eXperience through the customer journey process
• Analyse the Employee eXperience through the employee lifecycle
• Efficient use of resources

£800 to £1,400 a person a day

• 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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

811411647395023

Contact

Brian O'Flynn
+44 845 313 8696
brian.oflynn@capventis.com

Planning

• Planning service: Yes
• How the planning service works: Capventis 'IMPROVE' provides a framework for organisations to identify, map, design and implement solutions that deliver value in todays eXperience Economy. Value is the driver and data is the ingredient. ; ; The focus in eXperience Management is on the engagement and interception with people, employees, customers and others. We assist our clients in defining where and how the opinions and needs of people and their interaction with the business can be better understood and enhanced with improved products, services, brand and engagement. eXperience Data (X-Data) is captured by establishing what the business needs to know and the customer wants to tell. That data is then turned into insight (see Capventis Analytics) and directed to the appropriate people for action (see Capventis Customer Engagement).; ; Action can be immediate and real time (operational) which we term the 'short cycle'. Or the action can be strategic or related to fundamental improvement (proposition, brand, product), the 'long cycle'.; ; We work with the world leading Qualtrics Solution, together with our other technology partners, to help clients understand, design, plan, integrate and implement eXperience Management improvement strategies and solutions.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Qualtrics
  • SAP
  • GluSys

Training

• Training service provided: Yes
• How the training service works: Training will be discussed as part of the scope of the project. For Qualtrics Solution, we provide the following training solutions, ; End User, Admin & Designer Training, Bespoke Coaching on every element of the platform from survey design to data analytics.
• Training is tied to specific services: Yes
• Services the training service works with: Qualtrics

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The 'IMPROVE' Framework and Blueprint Model drive the best design for the most optimal solution. We then focus on migration from the existing state to the new state as quickly as possible and with reduced risk. Migration is concerned with implementation of the new platforms or solution, migrating the data and on boarding business users and supporting operations.; ; We have established a migration model that focuses on deploying the essential, foundation solution that enables the most business functions, without unnecessary complexity. We call this 'Brilliant Basics'. It has added benefits of making the step change for the organisation and people a shallower / easier one and focus on success management.; ; Once the foundation solution is embedded and successfully adopted by the business, then the strategy can evolve at a pace and complexity to suit the priorities of the business, timing and budget. ; ; Our technology portfolio (Qualtrics at the heart for XM) provides for fully integrated and embedded solutions for any scale of organisation and cloud services architecture. We have applied this across multiple private and public sectors.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Qualtrics

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The project management / quality approach adopted by Capventis is an in-house approach that has been developed over many years of successfully delivering projects to clients. The approach has taken the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, etc. but has refined these methods down to make for a far simpler more efficient and effective delivery methodology aligned to the needs of cloud systems. Quality Assurance is embedded in the very fabric of all that Capventis does and it is managed at all levels from the consultant to the project manager and up to the Lead Architect. The Quality Assurance is evidenced in the Blueprint Documentation, in the on-going maintenance of the SoW and in the publication of weekly status reports that tracks progress against plan. On completion of a piece of configuration the work is cross referenced with the Blueprint by both the developer and lead analyst. As part of the weekly progress project review the status of each piece of work is confirmed in terms of budget, timeline and quality, finally the work is inspected and approved by the Client UAT Team.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Capventis is able to provide ongoing support to clients by providing a second line support service on a drawdown services mechanism as and when needed by the client team. Services types including management, advisory, analysis, design, configuration, integration, testing and training. The drawdown services typically apply where a business solution is already in place, which requires regular or ad-hoc services from Capventis in support of the Client team.

Service scope

• Service constraints: Support is provided Monday to Friday from 9:00am to 5:00pm, but additional support can be arranged

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA response time is within 1 hour of an issue been raised. Support is provided Monday to Friday from 9:00am to 5:00pm. Additional Support can be arranged by special agreement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Capventis provides an organisation with a standard support level agreements which is delivered on a flat fee structure basis. Additional support can be arranged by special agreement. Each support request will be assigned to a single point of contact. In addition to the single support contact every client is allocated both a technical project manager and a commercial manager.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Our programs and solutions incorporate remote access features, reducing the need for physical meetings and travel, thereby contributing to the reduction of carbon emissions.

  Covid-19 recovery

  The platform helps organizations adapt to the challenges posed by the pandemic by providing insights into customer sentiment and feedback after Covid-19.

  Tackling economic inequality

  Help identify and address disparities in service delivery eXperience and satisfaction.

  Equal opportunity

  Ensuring inclusivity by providing accessibility options and multilingual support, allowing all customers to participate regardless of their backgrounds.

  Wellbeing

  Capventis analyses the eXperience of customers in an organisation to monitor and improve customer service.

Pricing

• Price: £800 to £1,400 a person a day
• Discount for educational organisations: Yes

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.