Mitra Innovation

Business Process and Workflow automation (Creatio)

Mitra uses low code no code software development platforms such as Creatio which is a BPM (Business Process Modelling) software that automate workflows and a CRM (Customer Relationship Management). Mitra has been recognised by Creatio as the partner of the year consecutively for the years 2021 and 2022

Features

• Business workflow automation
• Customer relationship management automation
• Lead and opportunity management
• Customer 360 view
• Observability including Monitoring, alerting & analytics.
• Sales, Marketting and Service workflow automation
• Easy integration capabilities using REST and SOAP APIs
• Real-time customizable dashboards and reporting tools
• Automate document generation and form submission processes
• Granular control over user permissions ensuring data security and compliance

Benefits

• Short development cycle due to low code no code
• Reduced development cost due to shorter implementation window
• Proven out of the box pre built business processes
• Automate repetitive tasks and processes improving operational efficiency and productivity
• Accelerate time-to-market for products and services by automating time-consuming processes
• Ensure compliance with through standardised and auditable workflows
• Deliver faster response times and better service quality
• Easily scale automation initiatives to meet organisational growth demand

£110 to £850 a unit a day

• Education pricing 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 accountcreation@mitrai.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

836518124858944

Contact

Ashok Suppiah
07917508319
accountcreation@mitrai.com

Planning

• Planning service: Yes
• How the planning service works: We engage with the buyer at an early stage to identify the workflow and business process automation requirement for your current and future growth demand. We would then help derive the approach, cost and schedule achieve the transformation
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Creatio CRM

Training

• Training service provided: Yes
• How the training service works: Creatio is designed as a no-code based intuitive platform which enables citizen developers to develop / configure complex workflows, business processes, state of art user interfaces, dashboards. ; Mitra will provide training and guidance during the implementation phase so that the users of the buyer can make configuration changes to the system easily without the support of an implementation vendor
• Training is tied to specific services: Yes
• Services the training service works with: Creatio

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We would identify the migration requirements of legacy platforms or manual business processes that require automation to a new CRM through client workshops that typically takes between a week to a few weeks in time. Based on the outcomes of this quick discovery, a plan will be defined detailing the approach, cost and schedule for automation. This plan guarantees the methodological automation or transition of business logic and rules. We will also introduce tools and acelerators to increase quality, speed and cost of the automation or migration porcess
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Creatio CRM
  • .Net core, Azure, AWS
  • MS SQL Server, PostgreSQL
  • BMPN 2.0
  • AI/ML

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We offer comprehensive and end-to-end quality assurance service of the implemented CRM solutions that include test design, test planning, functional non functional test execution. Our test services also include performance tests. We leverage industry as well as in-house-developed tools for test automation that would accelerate the testing process.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications: ISTQB

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Mitra has a dedicated support function that manages Level 1, level 2 and level 3 managed services that offer different coverage models all the way till 24/7 support. Our support teams are located both in the UK and at offshore. We follow the ITIL process and follow strict adherence to SLAs for for different priority levels. We set up monitoring and alerting tools for proactive monitoring. ServiceNow is set up as our ticketing tool and is configured with monitoring and alerting tools to trigger alerts as proactive alerting.

Service scope

• Service constraints: Mitra is a UK based software services company, while our primary engineering center is located in Sri Lanka to optimise our costs. We operate in a offshore and onshore model, depending on our customers requirements. Mitra is able to provide onsite support on request made by the client.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical(Business impact of the Fault is immediate and major, use of the service is not possible and no workaround exists) -SLA is 15 mins.; High(Business impact of the fault is immediate and major, but a business or technical workaround has been put in place. Production use of the service is possible with some functionality disabled or performing in a degraded state) - SLA 25 mins; Medium(Business impact of the Fault is low. The services are not severely impacted because an acceptable workaround exists)- SLA 45 mins. Low - Fault is causing some inconvenience to the End Use SLA 55
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Support levels: Level 2 - Application Support; Provides technical support for Production Systems / Applications / Websites; Triage with Development team and other stakeholders to identify the root cause of issues in the system and to resolve them; Deploy code/solution in Production systems while adhering to Change Management Processes; Monitor the system and highlight if any potential risks or issues identified; ; Level 3 - Development & QA; Level 3 Development team that deals with more in-depth technical problems.; Typically performing defect fixes, research and developing new solutions for client needs.; QA team that deals with maintaining quality deliverables; Manual Testing, Automation & Defect management ; ; All support projects will have a technical account manager and will conduct monthly service reviews with buyer.; ; Support will cost based on the location the support is required (UK or offshore) and monthly capacity buckets ( 40 hours a month or 80 hours a month or 160 hours a month)

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 18/04/2022
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Mitra drives many initiatives that help our environment (ie. employee pledges to not use plastics within work place, Converting facilities to operate on soloar energy, etc.) We are tracking our ESG goals through tools and have a goal to become net zero by 2025.

  Equal opportunity

  Mitra believes in equal opportunity for all our employees and in gender equality. with over 30% of our staff being female including the CEO. We are a member of Diversity Collective Lanka, an organisation dedicated towards creating gender diversity and equality.

  Wellbeing

  Mitra encourages a work-life balance for our employees and carries out multiple initiatives to help our employees. We allow a hybrid approach to work location, weekly entertainment events, annual parties, gym facilities within the office, and medical and life insurance for all employees, among other well being initiatives.

Pricing

• Price: £110 to £850 a unit a day
• Discount for educational organisations: Yes

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