Accenture (UK) Limited

Accenture Edenhouse SAP Sales Cloud

The SAP Sales Cloud portfolio automates the lead-to-cash cycle. The quote and proposal process allows users to configure complex quotes in minutes. Contract lifecycle management takes a contract through to completion with the least amount of friction. Sales performance management helps ensure territories and quotas are in sync.

Features

  • Account management
  • Lead, Opportunity, Quote, Contract and Order Management
  • In-context social collaboration, social selling, social customer service, social monitoring
  • Sales Performance intelligence, Forecasting, Commissions, Learning Platform, CPQ, Machine Learning
  • Real-time actionable analytics covering the whole solution
  • Integration; ERP, MS Outlook, MS Excel, Anaytics Cloud, Open API's
  • Opportunity management and insight
  • Sales retail execution and sales performance management
  • Marketing functions include segmentation, planning, campaign management, automation and surveys
  • Inbuilt Machine Learning, Account Deal and Lead Intelligence

Benefits

  • Full mobile device support including offline and online data access
  • Standard pre-built integration flows for on-premise SAP products
  • REST API and ODATA exposed services for simplified integration
  • Simplified, modern, customisable, personalisable, branded, Fiori-based user interface
  • Scalable in-memory cloud computing, built on high-tech data centres
  • SFA, CPQ, Intelligent Forecasting, Machine Learning and social engagement
  • MS Visual Studio shell based software development kit environment
  • Seamless automatic deployment of major releases every quarter
  • Tenanted landscape enabling easy solution and instance management

Pricing

£190 to £2,310 a unit a day

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

8 7 7 2 8 8 4 3 0 6 2 3 6 0 1

Contact

Accenture (UK) Limited Sarita Sudera
Telephone: +44 7815 100009
Email: UK.TenderMonitoring@accenture.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Maintenance windows are:

1. Regular Maintenance Windows
Weekly, Sunday 2:00 a.m. to Sunday 6:00 a.m. Local Time. (*)

2. Major Upgrades
Up to 4 times per year from Saturday 6:00 am to Sunday 6:00 a.m. Local Time (*).

SAP will inform Customer reasonably in advance about planned major upgrade scheduling.

(*) Local Time
UTC+2 , Europe (summer); UTC+3, Europe (CET winter)
System requirements
  • Processor: Intel Core2Duo (2.4GHz 1066megahertz front-side bus) or better
  • Memory: 6 gigabytes (GB), or more
  • Network: minimum upstream bandwidth: 2 mbps
  • Network: minimum downstream bandwidth: 2 mbps
  • Network: latency: 200ms or better
  • Best displayed at a screen resolution of 1280 x 768

User support

Email or online ticketing support
Email or online ticketing
Support response times
24x7 Mission Critical Support for P1 and P2
issues (English only)

Non Mission Critical Support for P3 and P4
issues during business hours (English only)
Monday to Friday 8 am
to 6 pm (Local Time Zone),
excluding local holidays
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
Edenhouse provide support all SAP products for both technical and functional support. Our support model is time based with time called off in 30 minute increments against an agreed number of days with each day being 7.5 hours. All of our UK based support consultants are senior level with an average of 16 years’ experience across the teams and so we have one charging rate for all consultants as well as a management fee depending on the size and scale of the required model - such as if additional services are request like out of hours support or system monitoring. A named account director and named service delivery manager are assigned to all of our support accounts. Both these individuals perform roadmap planning, and monthly reviews with each of our customers whilst also ensure SLA compliance.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
SAP Sales Cloud is a self-documenting solution with extensive in-built help, community forums, blogs, wiki entries, SAP YouTube channel for guidance videos, as well as online user guides and administrator guides. Dedicated learning channels https://enable.cx.sap.com/

A typical implementation will not require additional user documentation, but will include on-site "train the trainer" sessions to key users who coordinate and delivery training to the user base. However, at customer request training can be provided to end users and additional documentation can be provided.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Inbuilt context driven help
End-of-contract data extraction
Data held within SAP Sales Cloud may be exported by:
* Mass Data Maintenance functionality
* Open APIs that are standards-based Web Services
* iFlow integration scenarios for standard integration via solutions SAP Process Integration or SAP Cloud Platform
* Reporting, dashboards and analytics
* Excel from all results lists, where permissions allow this,
End-of-contract process
As a SaaS based offering SAP Marketing Cloud provides full technical support and maintenance of the systems within their data centres. This includes all upgrades (performed on a quarterly cycle), bug fixes etc. An exit plan will be determined on a case by case basis, with steps and charges discussed and mutually agreed

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Both mobile devices and desktop computers can access the service via the SAP Sales Cloud application or via a web browser. SAP's latest user interface, the Fiori UI (formerly known as the Responsive UI) dynamically adapts to the screen format and resolution of the device being used to adjust the layout appropriately.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Fully open ODATA Api V2: https://help.sap.com/doc/d0f9ba822c08405da7d88174b304df84/LATEST/en-US/index.html
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Odata v2 reference guide: https://help.sap.com/doc/d0f9ba822c08405da7d88174b304df84/LATEST/en-US/index.html

SAP currently provides 168 Web Service APIs to enable the standard integration of on-premise, cloud-based, and third-party solutions with SAP Sales Cloud. These services are listed at the following URL along with all associated documentation, and are too numerous to list here - http://help-legacy.sap.com/saphelp_sapcloudforcustomer/en/PUBLISHING/IntegrationServices.html. Sandbox testing is via the customer's test tenant provision, included as standard in the customer agreement with SAP.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
User interface can be corporately branded by an administrator.
Role-based authorisations determine the screen layouts, views and access for each user, as defined by an administrator.
Fields, screens, components and objects can be extended (standard)and created (bespoke) by a developer using the software development kit (SDK) based on Visual Studio shell.
New fields can be created, existing fields can be relabelled and hidden by an administrator or authorised key user.
Administrators and/or key user can create data sources, reports, report views and selections based on standard and bespoke business objects.
An administrator or a developer can create and amend PDF output documents using a plug-in for Adobe LiveCycle Designer.
User interface can be personalised by end users, such as resizing and reordering results columns, saving search queries and setting these as the default query for a particular view.
End users may add additional fields to results lists and so on through personalisation, where the fields have been made available by an administrator

Scaling

Independence of resources
Combined with virtualisation, decoupling hardware from the operating system and applications, multi-tenancy occurs when many customers are served on one instance. Virtual machines (VMs) share the hardware environment, and one system can accommodate more than 100 tenants. Using adaptive computing, virtual machines are not shut down to be rescaled or updated, and changes can be made while they are running applications, with minimal downtimes. To enable this, a new VM is prepared and the application is simply “moved” to the new VM. Moving and rescaling VMs dynamically enables resource independence from the demands of other customers using the same service.

Analytics

Service usage metrics
Yes
Metrics types
Service usage metrics are as follows:
User Subscriptions: Current month and last 6 months
User Interactions by Day
User Interactions by Hour
User Login by IP Address and Performance
Usage by Screen
Screen Usage Trend
Screen Adoption By User
User Logon Activity
API Usage Statistics
SOAP API Usage Statistics
OData API Usage Statistics
System Availability: Average Availability by month
System Availability: Downtime Details (instances)
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
SAP SE

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
European Economic Area (EEA)
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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Users can export data from the solution in a number of ways:
* All results lists in the solution enable the export of the results to XLSX format, where the user authorisations permit this action
* Key business objects such as customers/accounts and opportunities provide the ability to export a summary to PDF format
* Business analytics enable flexible reporting that can be exported to CSV or XML format, or printed (including to file)
* Administrators can export data sets using the in-built migration tools, to XML format
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XML
  • XLSX
Data import formats
  • CSV
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
All SAP Cloud systems are configured to use secure communication in accordance with the protection requirement of the transmitted uses at least 128-bit symmetric key or 2,048-bit asymmetric key, as well as strong and internationally recognized algorithms.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
System availability SLA is 99.5% system availability during each calendar month for production versions.

Credits are 2% of Monthly Subscription Fees for each 1% below 99.5% System Availability, not to exceed 100% of Monthly Subscription Fees
Approach to resilience
SAP data centres have the following features to ensure continuity of service:
* Redundant additional power network in case of power outage
* Backup batteries and generators
* Redundant additional coolant systems in case of coolant system failure
* Redundant additional internet connection to guarantee connectivity
* Data stored in backup location to save-guard against natural disasters and malicious attacks
Outage reporting
Where here is a service outage, all affected customers will receive email updates from SAP to their nominated IT representative for each of their affected systems. Details included are the system affected, the date/time of the incident start and when it was resolved, a description of the original issue, details of the root cause, problem resolution and corrective action being taken to prevent repeat occurrences.

A public dashboard is also available at https://wiki.hybris.com/display/c4crelease/Service+Availability which shows the current status of the SAP data centres specifically for Hybris Cloud (Germany, USA, Australia, China) along with service statuses for print, email, network and general availability services. A data centre specific history of recent issues is also displayed.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
Single Sign-on (SSO)
Access restrictions in management interfaces and support channels
Access is restricted using assigned business roles and organisational management assignment.

Restrictions are contextual (e.g. users can see data relating to them, their team, their territory; managers can see data relating to their team members) and can be restricted at different levels:

* Screen access (work centres and views)
* Fields can be write, read-only or restricted
* Actions (e.g. escalating a ticket, exporting specific data to Excel )

Additionally, page layouts and the model rule editor enable setting attributes including visibility of screen sections or specific fields by business role or data (e.g. hide field "x" for complaint tickets).
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
16/04/2013
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
23/03/2017
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
N/A
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
CERT UVDB Silver

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • Other
Other security governance standards
ISO 27002
SSAE16
SSAE 16 SOC 2
BS 10012
ISAE3402
Information security policies and processes
Edenhouse have a defined business management system which encompasses the required management policies and controls governing both quality (as required by ISO 9001) and information security (as required by ISO 27001). This is assured by annual external audits to maintain the accreditation

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
We align our change management processes to the customer's requirements, however, for internal changes we have a Change advisory Board to review all change requests and approval is only given from the CAB to proceed with any change.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We have an Annual Vulnerability check and based on the findings from that check we create tasks to eliminate any found vulnerabilities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
SAP has Security Information and Event Management systems (SIEM) for analysis, reporting and alerting. All critical systems and infrastructure components within the SAP Cloud need to log relevant data, which is stored for a minimum of six (6) months. This is ensured via the security configuration compliance checks and event monitoring. General security monitoring is performed 24x7 for all activities. Resulting warnings and alerts are processed via ticketing system and critical events are handled according to the incident management process
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
All security incidents are submitted to formal event reporting and SAP follows escalation procedures based upon nature and scope of an incident. SAP leverages security incident management processes to enable the restore of service operation as fast as possible, to minimize the adverse impact on business operations, quickly controlling vulnerabilities. Security incidents are monitored and tracked in cooperation with defined communication channels until resolved. A Breach is a confirmed security incident in which sensitive, protected, personally identifiable information (PII) or confidential data is: exposed, transmitted, copied, viewed, stolen or used by an individual or a group unauthorized to do so.

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

Fighting climate change

Fighting climate change

Accenture’s environmental strategy focuses on three areas to fight Climate Change: running efficient operations that reduce emissions and other impacts; enabling client and supplier sustainability; engaging and influencing our people, leaders, partners, and other stakeholders as throughout targeted activities and initiatives. Influence environmental protection and improvement: • Accenture is working to achieve net zero emissions by 2025. We are proud to be aligned to the Science Based Targets initiative. • Engagement to raise awareness: We will use the Carbon Disclosure Project’s (CDP) supply chain tools to promote engagement and sustainable business practices with our suppliers. CDP methods are recognised globally as setting the industry standard for sustainability of supply chains. • Co-design/creation: Our ‘Responsible by Design’ framework will guide our work so that the solutions we create for each buyer will include environmental protection and will reduce negative effects whilst maximising benefits. Additional environmental benefits: • Training and education: Our delivery nominated Sustainability Coaches will ensure we are focusing on environmental protection and improvement throughout our work. We will use our Sustainability Quotient (SQ) training to develop our skills and adopt climate smart behaviours. • Partnering/collaborating with the community: Engagement with communities throughout call offs will support the delivery of environmental objectives. We will improve our environmental outcomes in call offs through buying locally and ethically, sponsoring local environmental protection events, offering training and apprenticeship schemes, and building environmentally friendly services and products. We will leverage partnerships with bodies such as SciStarter to influence the public to contribute to climate projects. Reporting: • We use regular surveys and measurement to identify and implement opportunities to support the environment and tackle climate change. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.
Covid-19 recovery

Covid-19 recovery

One of Accenture’s core values is Stewardship, which includes helping improve the communities in which we live and work. As such, we are committed to helping local communities to manage and recover from the impact of COVID-19. We are committed to ensuring that the G Cloud 13 contract supports local organisations and communities to manage and recover from the impacts of COVID-19. We will do this by: Supporting local businesses: • We will work with small/growing organizations to help optimize and grow their businesses. We will provide access to Accenture Leadership through hosting online workshops providing business mentorship opportunities to SMEs. Investing in people to create opportunity: • Accenture will support individuals to maximize their employability through training, apprenticeship, work placements, mentorships, and other initiatives where applicable at call offs. Our initiatives will develop new skills that can keep them employed, upskilled and resilient in an uncertain job market. Our approach focuses on engaging with those who have been hit hardest by the pandemic in terms of employment opportunities including NEET and young people to enable them to get upskilled. Rebuilding local communities: • At call offs, we will invest in supporting local communities to recover from the less tangible effects of COVID-19. Mental health and isolation have become increasingly pressing issues during the pandemic particularly among the socially vulnerable. • We are committed to supporting local and national charities to rebuild connections between people in the community. Our staff volunteer through our charity network in Leeds, Newcastle and London to create volunteering opportunities for all. Reporting: We use regular surveys and measurement to identify and implement opportunities to support Covid-19 recovery. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.
Tackling economic inequality

Tackling economic inequality

Accenture’s commitment in the UK extends beyond the Equality Act’s protected characteristics to include ensuring that individuals from lower socio-economic backgrounds. Entrepreneurship, growth, and business creation: Our established Accenture programmes support social mobility across a range of activities including outreach, work experience, recruitment, progression, and advocacy. Employment: • We will continue to offer our world class apprenticeship and graduate programme which provides opportunities for young unemployed people and creates a path to long term employment. The aim of Accenture’s apprenticeship and graduate programmes is to expand our talent pool by finding, training, and developing young people for a career in technology. This is part of our broader commitment to creating entry level opportunities in the technology and digital sectors for those facing greater barriers to entry. Diverse supply chains: • We remain dedicated to help develop small, medium and diverse suppliers through our Diverse Supplier Development Programme, Procurement Plus. By standardising and simplifying how we do things, we lower the barrier to entry for diverse SMEs to our supply chain. • Making our payments in accordance with the Prompt Payment Code and regularly reporting on the % of payments within 30/60 days. Innovation and disruptive technologies • Accenture’s Innovation Programme - started in 2014, the programme will be used to leverage insights from within the Accenture organisation to resolve our clients’ problems. Over the last year, Accenture has taken 7 innovations through the full patent process and have a further 6 within the process itself. Several of the innovations have been taken forwards with clients directly. Reporting: We use regular surveys and measurement to identify inequalities and implement measures to tackle them. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.
Equal opportunity

Equal opportunity

Accenture is committed to accelerating equality and creating a work environment where everyone belongs. Our commitment starts at the top with our board and extends across the company. Identifying and tackling inequality in employment, skills and pay: • Inclusive and accessible recruitment practices: we provide opportunities appropriate to individuals from different backgrounds and at different stages in their career. We have partnered with a diversity software programme to drive a non-biased recruitment processes removing the need for human screening during the initial candidate sift. • We provide a range of learning and employment routes to tackle inequality and give opportunities to young people from disadvantaged backgrounds, including through our Technology Apprenticeship Programme and Movement to Work Scheme. • Reducing Gender Pay Gap: we are working towards eliminating gender-based pay disparity. Our median gender pay gap in the UK is 12.1% (UK=15.5% (ONS)). • Quarterly ethics/ unconscious bias training: all our employees must complete this training. We had global compliance of 99% in 2020. Supporting in-work progression including for those from disadvantaged/ minority groups Training and mentoring opportunities to disadvantaged and under-represented groups is a powerful way to raise their career aspirations and fulfil their potential: • Our Networks of champions and allies can provide support in development and tailored mentoring for career progression, e.g., our South Asian network recently ran a Women’s Leadership Development workshop covering topics such as ‘Career Progression’. • ‘Accent On’ initiatives (such as gender/family/enablement/ethnicity) promote sharing knowledge and understanding to create cohesive and supportive diverse teams where everyone belongs and feels motivated. Reporting: We use regular surveys and measurement to identify inequalities and implement measures to tackle them. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.
Wellbeing

Wellbeing

Accenture has a responsibility to our employees and the communities we work within to lead in advancing the mental and physical wellbeing agenda. People are our greatest asset. Supporting physical and mental health in the contract workforce: We strive for excellence in relation to how we support our employees’ Health and Wellbeing (H&W): • We actively encourage physical fitness through access to a multi-channel fitness experience catering to all levels. • Mental Health at Work Pledge – we are committed to upholding a set of standards that improves and supports the mental health of our people. • We offer private medical insurance, including unlimited access to GP appointments, and our Employee Assistance Programme (EAP) which includes full access to confidential counsellors supporting our employees’ long-term mental health needs via a dedicated 24/7/365 helpline to all staff. Influencing staff, suppliers, customers and communities through the delivery of the contract: • We will run our Truly Human workshops that focus on wellbeing – Heart (sense of belonging), Mind (mental wellbeing), Body (physical wellbeing) and Soul (sense of purpose). • We pride ourselves on mental health literacy of our staff and will provide opportunities to learn how to manage mental health effectively by: o Providing all members of staff with a mental health ally. o All staff will complete Mental Health Awareness courses so they can have effective conversations with their teams about mental health. • We will leverage Accenture Volunteering Programme to deliver volunteering days to drive positive health and wellbeing impact in the community. Reporting: We use regular surveys and measurement on staff wellbeing and explore opportunities to provide best-in-class support. To manage our social value commitments at call offs, we will use www.SocialValuePortal.com, a leader in social value contract management who will provide transparent 3rd party verified reporting.

Pricing

Price
£190 to £2,310 a unit a day
Discount for educational organisations
No
Free trial available
No

Service documents

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 UK.TenderMonitoring@accenture.com. Tell them what format you need. It will help if you say what assistive technology you use.