Format14CRM Limited

Creatio Service (CRM)

Creatio Service helps you to paint a complete picture of the customer conversation through an omnichannel communication centre that enables service professionals to deliver consistent and outstanding customer experiences.

Features

• COMPLETE CRM for Sales, Marketing, Service and Business Process Management
• DYNAMIC CASE MANAGEMENT with a clear graphical workflow
• NEXT STEPS features support Users with Best Practices
• WORKFLOW AUTOMATION supported by Powerful Business Process Management Engine
• MOBILE APP connects CRM data to Users on the move
• Easy-to-use yet comprehensive PREDICTIVE AI & ML models
• NO-CODE DESIGNER (Creatio Studio) for quick and easy customisation
• SUITE OF MICROSOFT CONNECTORS (Office, OneDrive, PowerBI, Teams, Forms)
• SUPPORTED FINANCE INTEGRATION with 150+ ERP/Accounting Systems
• A Universe of No-Code Apps awaits on the Creatio MARKETPLACE

Benefits

• Deliver efficient and highly personalised customer service
• Consolidate customer data into a single, easy-to-use system
• Track, report and forecast on all agents, queues and teams
• Efficiently manage multiple teams with predictive queue management
• Understand all stakeholders in a common data model
• Connect to multiple channels to help more customers
• Improve usability with low IT cost through easy customisation
• Access anywhere via a web browser or mobile device
• De-risk innovations with easy-to-use No-Code tools
• Gain resilience by taking ownership of your applications

£32 to £82 a user a month

• 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 chris.slade@format14.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

869914155925396

Contact

Chris Slade
01628 281114
chris.slade@format14.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements:
  • Cloud version requires internet access + web browser
  • VMware vCloud Director / vSphere
  • Microsoft Azure / Hyper-V
  • IIS-SQL: the capacity of 10Mb/sec per 100 active users
  • IIS-SQL: delays no more than 15-20 ms
  • IIS-user: minimum 256 Kb/sec per 1 active user
  • Input/output: IIS; 100 IOPS per 1000 active users
  • Input/output: SQL: 1000 IOPS per 1000 active users.
  • Marketing email disks speed depends on recipient database

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support calls are acknowledged within 30 minutes of receipt.; ; These are then prioritised into severity levels:; ; P1 - Customer is unable to use the system and a key component has failed > Immediate investigation. Problem resolution begins immediately.; P2 - Application function is limited but the customer is able to use the system in a limited manner > Support resources allocated to identify processing issues. Problem resolution begins within 2 hours of reporting problem.; ; Customers selecting weekend support are assured of same P1 and P2 support SLA's as above.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Format14CRM provides the following Support Levels in our Standard Support Package:; ; P1 (Critical) e.g. more than 50% of users are unable to access the application, a key component has failed, any security-related incident: response time within 30 minutes, target resolution time is as soon as possible.; P2 (Important) e.g. access is permitted but the system is significantly degraded: response time within 2 hours, target resolution time within 8 hours; P3 (Normal): User account maintenance: response time within 8 hours, target resolution within 2 days; ; Support is charged annually and is typically calculated as 15-25% of the implementation cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Format14CRM’s Project Management methodology is a dynamic and adaptable approach to implementation that sets us apart from the rest. At the core of our project management methodology is the adoption of an agile continuous delivery approach.; ; We believe in the power of incremental change rather than a disruptive "big bang" transformation, so we release developments over time, working closely with clients as we iteratively implement changes.; ; We conduct scrum meetings that foster collaboration and put client engagement at the forefront of projects. This ensures that your requirements are front and centre, and allows solutions to evolve with feedback being immediately incorporated into end results.; ; Throughout the delivery process, we maintain continuous engagement with stakeholders, allowing for requirements to evolve while providing quick and measured responses to changes requested by your organisation during the implementation phase.; ; HyperCare is the name we give to the immediate post-live period and represents a crucial support phase that allows a client to make swift adjustments to an implemented CRM without going through a change management process.; ; This post-implementation period facilitates a smooth transition to the new working system for Users with organisations able to quickly rectify issues with enhanced support from our consultants.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word
  • MS Powerpoint
  • Wiki
• End-of-contract data extraction: The Creatio standard DPA has the following statement on return and deletion of customer data:; ; 'CREATIO shall return Customer Data to Customer and, to the extent allowed by applicable law, delete Customer Data in accordance with the procedures and timeframes specified in relevant documentation or policies.'; ; The system provides tools for data extraction (e.g. Excel export).
• End-of-contract process: The data is always the property of the clients and will be returned at the point the contract is terminated. There will be some professional services time and services to extract all of the data and provide in the requested format required by the client. Clients should make sure that enough notice is given approaching termination to make sure the data can be provided in a timely manner.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Creatio mobile application is available for download for Android and iOS devices.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Creatio provides a wide range of tools for integration with third-party systems and applications, these include REST API support, OData protocol, SOAP services, OAuth authentication and LDAP protocols. ; ; The integration methods, which Creatio supports, include web services, .NET managed assemblies, COM, DLL, triggers, Stored; Procedures and transit files.; ; Creatio offers user interface for easy web-services’ integration setup providing opportunity to select required methods, time and event based triggers for information export and import. Predefined web-services can be included into business processes as separate elements.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Every aspect of the Creatio application is fully customisable, as a No Code Platform, Users can parameterise/configure applications using the Studio tools (with no coding required).; ; The object model can be easily extended while existing sections and pages can be modified.; ; The vast majority of customisation can be done by an analyst and does not require IT or tech savvy staff.; ; Creatio offers extended configuration capabilities and tools, including:; ; • Section wizard (adding custom fields to the system, managing existing fields etc.); ; • Mobile app wizard; ; • BPM & DCM tools; ; • UI customization tools; ; • Lookups and system settings; ; • Content designer; ; • Customizable dashboards and analytics; ; • Synchronization and data import tools; ; • Administrative tools; ; Creatio offers comprehensive low-code customization capabilities for fast application development and delivery to enable enterprises become more agile and accelerate their business transformation.; ; Low-code tools allow business analysts to configure the system without developer involvement.; ; Customisation is usually done by administrators and/or analysts while access rights for such operations are configurable and can be distributed accordingly.

Scaling

• Independence of resources: Cloud Hosting Service provides additional resources when overall demand is high. This is dynamically allocated.; .

Analytics

• Service usage metrics: Yes
• Metrics types: Creatio provides the following logging capabilities:; ; • Audit log: Registers events related to user roles modification, access rights distribution, system settings value change and users' authorization in the system.; ; • Process Log: See the list of all started business processes (processes instances) in the system and their statuses.; ; • Change Log: Track changes in the system database tables. The system provides flexible analytical tools which can be used in oder to build dashboards and reports based on any system's data. In case of cloud deployment, cloud monitoring is managed by Creatio Cloud team while reports can be provided upon request
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data import/export in Creatio can be conducted in a few ways:; ; • Manual Excel import/export allows to easily import into or export from Creatio using Excel files; ; • Automated import using preset business processes that upload files of agreed format and agreed source within the defined schedule (excel, xml, csv etc.); ; • via API; ; • Inserts to Creatio DB through stored procedures/standing tables
• Data export formats: Other
• Other data export formats:
  • MS Excel
  • MS Word
  • 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: Creatio provides 2 SLA options which are subject to contract negotiations: 99.5% - standard offering, up to 99.95% - dedicated offering. Any refunds are subject to MSA.
• Approach to resilience: Operation resilience is addressed through the Capacity Management process.; ; We constantly monitor the availability of the site and the load on the ; client’s infrastructure.; ; The service support team takes all necessary measures as quickly as possible and proactive to prevent SLA violations.; ; Creatio has a Business Continuity plan in place. The purpose of the plan is to ensure the health and safety protection of the employees in case of natural disasters or any other disruptive incidents, minimize the; consequences and damage to Creatio. The plan is applied to the emergencies threatening to disrupt any critical activity within the Information Security Management System for a period exceeding the period of rehabilitation/restoration of each activity (hereinafter disruptive incidents).; ; Creatio has Backup policy and procedures in place. Backups are created for all the systems listed in the Business continuity plan, at intervals specified in this document.; ; Authorities and their responsibilities during emergency situations are also described in the Business Continuity plan.
• Outage reporting: Email alerts are used by our support in order to report outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: At the application level system administrator assigns access rights to users and user roles. Creatio administrative; capabilities allow for building the role hierarchy taking into consideration both organizational structure and employee; position within this structure, as well as user functional roles.; Access rights can be assigned to:; • An organization; • Branch or unit; • Teams; Multiple levels of access rights are supported:; • Prohibit access; • Read only mode; • Making changes; • Full access (including the right to delete records); Access rights can be assigned for:; • Records; • Sections; • Dashboards; • Lookups; • Fields; • Operations
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 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: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BVCH SAS UK Branch
• ISO/IEC 27001 accreditation date: 16 Sept 2019
• What the ISO/IEC 27001 doesn’t cover: The scope is limited to: Development, implementation and support BPM/CRM systems in cloud and on-premise; deployment.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Format14CRM plans to apply for ISO 27001 certification. Prior to actioning, we have a comprehensive plan which is coordinated by a designated Head of Security/Risk Officer, reporting to the Board.; His work encompasses maintaining formal inventories of information assets requiring protection, setting out roles and responsibilities.; All employees have to comply with security policies and have received security awareness training.; All Format14CRM security policies cover logical and physical access controls.
• Information security policies and processes: Format14CRM has integrated security into the Development Life Cycle with non conformance being escalated to Head of Security / Risk Management for review.; We have an established Incident Management Methodology to respond to identified risks and measure compliance by detecting incidents and reporting these to Head of Security > this process defines at a high level how to handle and resolve Security Trouble Tickets.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Format14CRM provides a continuous Change Management Process reflecting the Ongoing Requirements for each project > ; ; Our ability to meet the functional and ongoing contractual commitments is key, as well as insuring that security is never compromised.; To this end Format14CRM provides a high level of assurance reviewing that functional objectives as well as security are periodically reviewed and correctly set.; Components include:; - Planning, Developing and Documenting Lifetime Aims & Objectives.; - Defined Governance. Organisation Structure, Roles & Responsibilities.; - Leadership. From the Top and Across the Organisation; - Stakeholders ( Informed ); - Aligned workers ( Motivated )
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Format14CRM relies on Creatio's extensive testing capability to protect against potential threats and identified vulnerabilities.; ; Through rigorous testing, configuration and change management issues can be identified when they unexpectedly change security properties.; ; Monitoring of attacks and unauthorised activity are immediately reported and preventative measures taken.; ; Where there are known vulnerabilities to services Creatio will make updates available asap.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Format14CRM utilises Creatio's extensive Protective Monitoring Measures to protect against potential threats and identified vulnerabilities. ; ; Once Format14CRM is made aware of a potential compromise we immediately inform effected customers and begin a process of protection.; ; Customer notification happens shortly after identification of compromise.; and preventative measures taken. ; ; Where there are known vulnerabilities to services Creatio will make updates available asap.
• Incident management type: Supplier-defined controls
• Incident management approach: Format14CRM has a Cloud Based Customer Incident Application; ; Users log into the Online Incident Portal to log all incidents.; Acknowledgement of Incident is sent to the user, and Format14CRM begins its predefined process to identify seriousness and impact.; ; In parallel the Format14 Customer Incident Application escalates to its Head of Security/Risk Officer.; ; After establishing severity Format14CRM initiates communication with all effected users.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Format14CRM operates as an SMB from remote offices. ; ; Format14CRM is firmly committed to our responsibilities as social stakeholders and takes sustainability seriously. Format14CRM’s Sales Director, Rupert Nelson, holds an MSc in Environmental Technology from Imperial College and regularly reviews the business operations to optimise the impact the business has in terms of Socially, Economically and Environmentally sustainability.; ; Using our measures, we select suppliers using an evaluation method which reviews second and third scope emissions that relationships with suppliers may incorporate.; ; Based on our reviews, we have decided to have our business activities coordinated through web-based software applications provided by Google or running in the Google Cloud Platform.; ; “Google is carbon neutral for our operations today, but aiming higher: our goal is to run on carbon-free energy, 24/7, at all of our data centres by 2030. Plus, we’re sharing technology, methods, and funding to enable organisations around the world to transition to more carbon-free and sustainable systems.”; ; Source:Google Cloud Sustainability Statement; https://cloud.google.com/sustainability; ; We selected Google because we aim to ensure that our day-to-day digital footprint is being offset with renewable sources in data centres that use business applications.; ; Any carbon footprint associated with travelling to, or maintaining offices is limited to essential workshop activities and meetings with business partners or clients, to avoid multiple journeys and excessive emissions onsite work is usually supported with local accommodation for multi-day projects.; ; Format14CRM encourages colleagues to travel by public transport wherever possible to reduce the usage of cars. We also deploy web-based virtual meeting technology to help reduce the need for in-person meetings.

Pricing

• Price: £32 to £82 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 1 week cloud-based trial is available via the link below, various Platform products cane be selected. Trial data is provided. Full admin access to configure or create apps.
• Link to free trial: https://www.creatio.com/trial/creatio?partner=format14crm

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 chris.slade@format14.com. Tell them what format you need. It will help if you say what assistive technology you use.