BrightGen Limited T/A Credera

Business and Digital Transformation on Salesforce including Process Review, Implementation & Support

Credera provides Salesforce consultancy and implemention services to drive digital transformation and service improvements.
Our blended iterative approach helps our Customers leverage the entire Salesforce suite and achieve rapid speed to value.
Our Managed Services support help clients from all verticals get the most from their investment and the platform.

Features

• Business Analysis, Strategic digital transformation, Workshops, Scoping and Design
• Salesforce Technical Architecture, Solution Design, CRM data Strategy
• Salesforce 24 hour case management, continuous improvement and ongoing support
• Certified expertise: CRM, Sales, Service, Marketing, Experience,Commerce, CPQ, Data Cloud
• Certified expertise: Mulesoft, Analytics
• Salesforce development, configuration, integration and data migration
• Legacy system migration and Migration from salesforce Classic to Lightning
• Salesforce health-checks, support and user training
• Capture requirements, user journeys, and key integration points
• Unlocking growth with data powered decisions and AI

Benefits

• Increase business efficiencies, reduce business risk and operating costs
• Significant track record delivering new cloud services
• Accelerates customers' speed to value
• Provide a foundational platform for future cloud initiatives and services
• Results-focused delivery approach in partnership with our customers
• Training and ongoing support ensuring maximum team engagement and adoption
• Ongoing proactive support ensures fast incident resolution with no downtime
• UK based support available 24/7 - available for Global clients
• Long term partnership approach with customers based on continual success
• Top tier Salesforce Summit Partnership providing proven quality and experience

£0 to £1,375 a unit 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 bidsupport@credera.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

879484271130120

Contact

Bid Support Team
01376520578
bidsupport@credera.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our Programme and Delivery approach takes all aspects into consideration including tasks that do not commercially belong to Credera but are critical to the successful completion of the project. Utilising agile development techniques that are based on the initial design, iterative delivery working in close collaboration with our customer, the ‘Cruder Approach’ ensures that our deliveries are complete and on time every time. The Credera Digital project approach breaks the project down into the component parts, exposing increasing levels of functionality throughout the project duration. Credera Digital have found that this approach reduces the incidence of ‘runaway scope’ where a project is never finished due to requirements constantly being added to an ever increasing agile backlog. Our approach has been tailored and refined to guarantee success for Salesforce implementations. Credera Digital has delivered over a thousand Salesforce projects and has never missed a deadline or SLA.; During the Process review, Scoping and Design stage, Credera undertakes joint workshops with the customer to confirm functional scope, requirements, customer resource availability and external technical constraints. The outcomes from the workshops are clearly documented and form the basis for overall project and the delivery iterations.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Salesforce.com and Mobile
  • Sales Cloud
  • Service Cloud
  • Marketing Cloud
  • Experience Cloud
  • Salesforce Analytics
  • Salesforce Commerce
  • Salesforce CPQ
  • Salesforce Integration
  • Mulesoft and Tableau

Training

• Training service provided: Yes
• How the training service works: Using interactive workshop style sessions, Credera will deliver a curriculum which uses a number of techniques to deliver training specific to the customers implementation of Salesforce. This would be delivered under a "train-the-trainer" approach following the end of User Acceptance Testing, to allow clients to deliver training to end users in a style consistent with their own brand values. ; Using classroom and interactive exercises Credera will guide the trainers through the solution in the context of a user following a business process which they can use to train the end users. In addition to the solution tailored training, Credera will provide guidance on how to address common questions, objections and challenges of working with Salesforce.; ; If additional Training support is still required, Credera can additionally provide remote support and would typically transition the delivery knowledge into our internal Managed Services team to provide ongoing operational support, enhancements and administration services.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Salesforce Platform and Mobile
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Salesforce Marketing Cloud
  • Salesforce Experience Cloud
  • Salesforce Analytics - Einstein and Tableau
  • Salesforce Commerce
  • Salesforce CPQ
  • Salesforce Mulesoft
  • Salesforce Industries Clouds

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: In any project, it is important to focus on the Business readiness activities - the rationale, success criteria and measurement, and the non-development activities necessary for the new solution including training and cutover planning. Credera’s approach is to cover this in the initial Design stage of the project and agree the overall plan, measurements and ownership. These elements form part of the joint plan and are managed and reported on in conjunction with the technical activities.; ; One important element of migration is data, and our approach to Data Migration is focused on ensuring that migration activities at go-live run as smoothly and accurately as possible. Credera will work very closely with subject matter experts from the business, running workshops, to understand the structure of the source data, what complications there maybe around transformation of the source data, to define responsibilities and the approach to items such as data cleansing, what the data volumes are and the impact of these on a proposed solution, the approach to reconciliation and how the customer accepts the data has migrated successfully.; Credera have migrated many customers to the cloud, replacing legacy solutions and integrating to systems that remain within the customer’s environment.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Salesforce.com and Mobile
  • Sales Cloud
  • Service Cloud
  • Marketing Cloud
  • Experience Cloud
  • Salesforce Analytics
  • Salesforce Commerce
  • Salesforce CPQ
  • Salesforce Integration
  • Salesforce Loyalty Cloud

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: From the beginning of every project we undertake, Credera considers the Quality Assurance strategy and approach in conjunction with our customers. We can provide a full end-to-end Quality Assurance service as part of a managed delivery or we can provide Quality Assurance services and work within our customers existing Quality Assurance teams. In both cases we will have continuous involvement with the customer to ensure the delivered processes and user experience matches the users expectations.; ; Quality Assurance begins in Design, and continues throughout each development iteration, culminating with a Show and Tell session to ensure the early visibility of progress and to capture and implement any improvements based on feedback. At the end of the development iterations, Credera undertakes a final round of Quality Assurance System Testing prior to release into User Acceptance Testing.; ; During the User Acceptance Testing, Credera prepares the User Acceptance Test environment and associated data, undertakes any final re-work, creates the training collateral and completes the training sessions. This is the final stage in preparation of the new system being implemented.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Credera’s Service Management team provides our customers with ongoing support and continuous improvement, helping them enable the full capability of the Salesforce platform and get the most value from their investment. ; Working in partnership with our customers, we focus on delivering their vision, objectives and speed-to-value. We are always on-hand and focused on improving the way our customers operate.; ; Managed Service offering; Highlights: everyday support, user training , mini-projects, value mapping exercises, product evaluations, release management and insights. ; ; Reactive:; *An extension of your team - Support from a Salesforce Expert whenever you need.; *Support and Maintenance - get the most out of salesforce products and platform services; *Service Level Agreement - Incident, change and release management at speed.; ; Premium; *Vision Mapping - Understand how Salesforce maps to your business objectives; * Innovation - Take advantage of latest feature releases to drive value and increase opportunities; *Best Practice Expertise - Get practical examples of how to optimise the way you use salesforce; ; Hosted Administrator; *A cost-effective solution to provide a long-term dedicated administrator to your organisation.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between 30 & 60 minutes depending on priority.; ; Phone support only provided at weekends.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Support levels: All reported incidents, administration and consultancy requests are assigned a priority level as agreed between the customer and Credera. Our Priority levels, response and resolution targets are detailed below. ; Target response and resolution times are effective during service hours. ; Response times are the maximum time within which a Service Technician will be assigned to the call to conduct an initial investigation. ; Each support customer is assigned a Service Manager in addition to Credera’s Account Manager. ; Each case raised is allocated to a Service Technician who sees the case through to completion. ; Support costs are dependent on the volume of support required and costed individually per customer.; ; P1 - Total loss of the services rendering the applications unusable; Target response time:30 mins; Target restoration time: 4 hours; Target resolution time: 1 Business day; ; P2 - Partial loss of the services, process still usable via alternative system functionality; Target response time: 30 mins; Target restoration time: 8 hours; Target resolution time: 2 Business days; ; P3 - Cosmetic error or minimal business impact; Target response time: 1 hour; Target restoration time: 2 Business days; Target resolution time: 5 Business days

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 22/06/2023
• What the ISO/IEC 27001 doesn’t cover: IT Consultancy & Development services focusing outside of the Salesforce Platform.
• 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

  Credera is ISO14001 certified, committed to fighting climate change and to achieving net zero by 2040 (although we aspire to achieve it by 2030). We report our carbon emissions and set annual environment OKRs, which are tracked and measured by our CredClimate team, who also set and drive our annual roadmap of events and milestones. Furthermore, our business contributes to our parent company’s (Omnicom) overall carbon reduction targets which are approved via the Science Based Targets initiative (SBTi). ; ; Where specified by the buyer, each G-Cloud 14 contract we deliver will incorporate climate change-related social value commitments appropriate to the contract’s scope and scale. These will include timelines, accountable persons and metrics. Initiatives are likely to cover reducing the carbon footprint of our operational delivery (e.g. a ‘digital first’ approach to meetings); measures to minimise the environmental impact of our solutions (e.g. a ‘climate champion’); positively influencing/educating staff, suppliers, clients and communities (e.g. mandatory training, lunch & learns); and activities to enhance the natural environment and support environmental VCSEs (e.g. fundraising, tree planting/habitat enhancement). ; ; We have a deep understanding of how moving clients to the Cloud can be optimised to achieve carbon efficiencies. This means we can effectively educate and advise buyers on wider infrastructure, data, server and software design strategies that maximise sustainability benefits. As such, Credera is committed to incorporating sustainability into our work with buyers, including 1) data management and removal of unnecessary duplication to keep storage costs and impacts low; 2) guidance on device selection and how best to use digital tooling; and 3) best practice solutions for energy efficiency in customer behaviour. We understand that opportunities for improvement are evolving all the time and will be proactive in keeping abreast of new ideas, developments and technologies and work collaboratively with buyers to achieve our shared goals.

  Covid-19 recovery

  Where specified by the buyer, the G-Cloud 14 contracts we deliver will have COVID-19 recovery commitments tailored to the contract’s scope and scale. Each commitment will include a timeline, accountable person and metrics. ; ; Commitments will vary depending on the MAC selected but may include measures to (1) support the local economy such as fair supplier selection processes and actively seeking to work with SMEs and local businesses; (2) provide outreach programmes with schools and colleges in disadvantaged locations to raise aspirations, confidence and to provide useful job seeking and employability skills; (3) help VCSEs that support local communities and the groups hardest hit by the pandemic via pro-bono work, fundraising, in-kind donations and CSR-day type activities; (4) ensure new jobs are available to those most impacted by Covid-19 by using accessible and fair recruitment practices including, for example, reasonable adjustments during the selection process; (5) monitor equality metrics (e.g. gender pay gap, training and promotions) and implementing improvement plans to improve diversity in all levels of our workforce; (6) invest in all aspects of the wellbeing of our workforce (physical, mental, social, fiscal), for example by providing access to private healthcare and two employee assistance programmes for all staff, regular wellbeing lunch & learns and a range of social events and employee-led clubs. ; ; Although everyone was impacted by the pandemic, we understand that disadvantaged communities and people from lower socioeconomic backgrounds, those living in deprived areas, BAME and disabled people have been the most severely impacted. In view of this, we will ensure our commitments include measures specifically targeted towards those most in need of additional support to recover from the effects of the pandemic.

  Tackling economic inequality

  Where specified by the buyer, each G-Cloud 14 contract we deliver will incorporate economic inequality social value commitments appropriate to the contract’s scope and scale. This will include timelines and metrics. Contract-specific actions will be overseen by a senior lead consultant who will assign responsibilities to appropriate staff. ; ; Although a smaller UK consultancy, Credera has invested significantly in growing our supplier ecosystem, including engineering and technical SMEs. We will continue to prioritise diversity in our supply chain and harness opportunities to incorporate SMEs, women- and BAME-led organisations and VCSEs into our supply chain, working collaboratively to support their development whilst helping them gain exposure to prestigious clients and programmes. ; ; Action to identify and tackle economic inequality in employment, skills and pay in our contract workforce will include practices developed to ensure equality across all Credera’s staff as well as contract-specific measures. Standard company practices will be owned by corporate functions, e.g. our Recruitment & Talent and Learning & Development teams and supported by policies, such as our policy of providing staff with an individual training budget of £2,000 a year, our detailed career development framework and our upcoming roll-out of pay transparency. Contract-specific initiatives may include commitments such as recruiting apprentices from our apprenticeship training provider that specialises in supporting young people from disadvantaged backgrounds. ; ; Drawing on our membership of Neurodiversity in Business and PurpleSpace and our status as a Disability Confident employer, Race at Work Charter signatory and Stonewall Diversity Champion, we will act to further diversify our workforce and introduce those from disadvantaged groups or regions into our sector. This may include outreach programmes and activities with schools and colleges in disadvantaged localities as well as measures such as unconscious bias training for staff to ensure our recruitment does not present a barrier to minority groups.

  Equal opportunity

  Credera is passionate about tackling inequality and supporting all groups within our workforce. Recognised as a ‘Great Place to Work’ since 2014, one of the key factors in this is how seriously we take diversity, equity and inclusion (DEI). This is evidenced by our diversity mission and DEI & Wellbeing strategy plus the strategic DEI objectives and key results we set, which our Chief People Officer (and Board member) is accountable for. ; ; Where specified by buyers, G-Cloud 14 contracts we deliver will have equal opportunity commitments tailored to the contract’s scope and scale. Each commitment will have a timeline, accountable person and metrics. Depending on the MAC selected, commitments may include measures to (1) ensure fair recruitment, e.g. using language checkers to prevent any bias in job ads; (2) fair employment practices, including access to reasonable adjustments; (3) training and awareness raising, e.g. celebrating cultural events, such as Eid; (4) monitoring equality metrics, e.g. gender pay gap; and (5) robust strategies to mitigate risks of modern slavery including regular staff training. ; ; Commitments will be informed by our Diversity & Inclusion Steering Committee’s work, which identifies initiatives to tackle pay, skills, and employment inequality, such as pay transparency (currently being piloted with the goal of full roll-out later in 2024). Other support will come from our ‘Team Inclusion & Engagement Support’, which provides tailored support to our client engagements, and our Employee Support Groups, which champion gender, disability, race and LGBTQ+ diversity, raising awareness via policy input, lunch & learns, activities, etc. Our membership of Neurodiversity in Business and PurpleSpace; our status as a Stonewall Diversity Champion, Disability Confident employer, and Race at Work Charter signatory; and our charity partnerships will also contribute. Together, these will help us create meaningful and transformative commitments that deliver equal opportunities-focused social value.

  Wellbeing

  Credera is committed to supporting wellbeing and, where specified by buyers, will deliver wellbeing commitments tailored to a contract’s scope and scale. These will include timelines, accountable persons and metrics. ; ; Our Wellbeing Team will support the development of packages of contract-specific and other wellbeing commitments for each contract. For Credera staff, they will aim to improve wellbeing through a ‘Measure-Raise Awareness-Embed’ approach across four wellbeing pillars: physical, social, mental and fiscal, using data and information from our two employee assistance programme providers (EAPs), annual staff wellbeing survey, and employee support groups which focus on diversity, equity inclusion and belonging. Commitments across the four pillars may include: ; ; Physical: Raising awareness of the importance of physical activity and eating well and how they support mental wellbeing, e.g. through lunch & learns and activities such as our ‘Treadmill Tour’ competition, which saw our UK offices compete to walk the furthest this April. ; ; Mental: Ensuring we provide a safe, non-judgemental environment for staff and aim to ensure everyone feels happy and engaged inside and outside of work via a wellbeing charter, wellbeing and inclusion ‘moments’ in meetings, encouraging staff to take their full annual leave, lunch & learns, availability of trained Mental Health First Aiders, and awareness raising around mental health issues, for example through events during Mental Health Awareness Week. ; ; Social: Promoting the company-wide social activities organised by our Operations Team, supporting employee-led groups, e.g. clubs for gaming, football, chess, and photography, and participation in CSR-day events. ; ; Fiscal: Publicising support available via our EAPs (24/7 helpline, podcasts, articles), lunch & learn sessions and highlighting additional sources of help. ; ; Beyond our workforce, our commitments may include providing support to VCSEs who support wellbeing in the community, such as pro-bono work, fundraising, in-kind donations, and CSR-day type activities.

Pricing

• Price: £0 to £1,375 a unit 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 bidsupport@credera.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.