RENOVOTEC LIMITED

Customer Journey Management

Maximise organisation efficiency and your customers’ experiences with Qmatic Orchestra. Our software connects people to services, managing the on-line and face to face journey of pre-arrival, arrival, queuing and waiting, service delivery, gathering feedback and providing rich real time and historic data insights.

Features

• Modular Customer Journey Management system
• Easy to use User Interfaces
• Real-Time Management Information
• KPI Alerts
• Virtual Tickets allowing touch less queueing
• Optional hardware possibilities for kiosks , media and audio announcements
• An API that allows you to integrate with other systems.

Benefits

• Improving efficiency
• Improving the customer experience
• Increase staff satisfaction
• Driving business improvements through data and analytics

£321.00 a unit

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

Framework

G-Cloud 13

Service ID

881384119676739

Contact

Joanne Lee
07920 257783
jlee@renovotec.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • System requires user to have an internet connection.
  • User needs to have a supported browser.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Mon-Fri Only between 09:00-17:30 . We aim for response times within 4 hours.
• User can manage status and priority of support tickets: No
• 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: CARE support is provided and the cost is bundled into the overall subscription charge. Full details in terms and conditions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each Project has differing needs depending on the client but here are some of the common steps needed for a project:- Kick Off, Site Survey(s), Configuration Event, Software Configuration, Training, UAT, Hardware install, End To End Testing, Go Live and Handover to BAU.; ; Training can be provided onsite or virtually and user documentation is available via the UI itself and also separately.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: As part of the off boarding process you will be asked if you want your data. If required we will send that to you using a secure method.
• End-of-contract process: At the end of the contract, your data can be provided and we will switch off and discard any data on your instance securely. At the end of the contract you will also receive a certificate to confirm we no longer hold any of your data. Further details in our terms and conditions.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Certain UI's are designed for customers to use on Smart phone browsers. These are built to work well on phone size resolutions. All other UI's are built for use on PC's or Tablet size browsers.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Each client gets access to their own instance which they access via a URL. Users login to the system and have access to various modules dependent on their access rights and license. Our main modules aim for WCAG 2.1 AAA compliance.
• Accessibility standards: None or don’t know
• Description of accessibility: Our main modules aim for WCAG 2.1 AAA compliance.
• Accessibility testing: We use a 3rd party to help guide us in this area. We use their feedback to guide our UI development.
• API: Yes
• What users can and can't do using the API: Our API allows nearly all functions to be completed with the exception of BI which is not accessible via the API. Our SDK details how to use the API's and we normally add a couple of consultancy days in to a project so we can assist in getting you up and running with the API's smoothly.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Our solution is inherently built to be customised to each clients needs. This does not relate to UI's however any customer facing touch points are fully configurable so you can brand them etc. The customer facing touch points can be customised by yourself or by QMATIC.

Scaling

• Independence of resources: Private Cloud is used to ensure this is not an issue.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Metrics are through our BI module.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: QMATIC use AWS and utilise their capabilities to protect data at rest including encryption using 256-bit Advanced Encryption Standard (AES).
• 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: Users can export data on Customer Records.
• Data export formats: CSV
• Data import formats: CSV

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: Agreed Availability for the Service measured per calendar month is: 99,0 %.
• Approach to resilience: Available on request.
• Outage reporting: Any service outage is reported via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces and support channels Our solution is restricted to only be accessible from the customers network by whitelisting the Cloud instance.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Intertek
• ISO/IEC 27001 accreditation date: 30/08/2018
• What the ISO/IEC 27001 doesn’t cover: Covers; ; Development, manufacturing, marketing, sales, support and service of; systems for queue management and customer journey technology and; insight, in accordance with the Statement of applicability version 1.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: QMATIC INFORMATION SECURITY; Qmatic has established an information security management framework describing the purpose, direction, principles, and basic rules for how we maintain trust. This is accomplished by assessing risks and continually improving the security, confidentiality, integrity, and availability of the Qmatic systems. We regularly review and update security policies, provide security training, perform application and network security testing (including penetration testing), monitor compliance with security policies, and conduct internal and external risk assessments. Full details on request in "Orchestra 7.0 Security Whitepaper 2.1"

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Superusers are able to make configuration changes themselves so they need to use good change management processes. Any changes requested through our support team are vetted and any risks to operation or security are raised before the change is completed. Any change is completed at an agreed date and time with appropriate roll back precautions put in place beforehand.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular penetration testing is completed by ourselves and our clients globally. The results of these are assessed and patches or workarounds are provided within the next release where applicable.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We have monitoring to see if an instance is down, this emails support and they will investigate as a P1 incident.
• Incident management type: Undisclosed
• Incident management approach: The user raises a support issue via email/phone. Issue triaged/solved or passed to 2nd line if necessary. Account manager able to see support issues for annual reviews etc.; ; Incident/Issue details are visible via support portal by user so no specific incident report.

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

  Renovotec is committed to preventing or otherwise minimising and mitigating any harmful effects our operations or products have on the environment. We aim to reduce the environmental impact of products throughout their life cycles. We take our Corporate Social Responsibility very seriously and as a green collar organisation we are firmly committed to environmental sustainability. We reuse and recycle hundreds of parts every year in our repair centre and ensure that all waste is disposed of in accordance with the Waste Electrical and Electronic Equipment (WEEE) legislation. As part of a wider remit to work towards net zero carbon by 2030, we have launched a bike to work scheme and promote the purchase of electric cars through a salary sacrifice scheme.
• Covid-19 recovery:

  Covid-19 recovery

  Renovotec has issued a ‘Living with COVID’ policy to all employees which sets out the principles by which the Company will manage the continuing risks associated with Covid, resulting from staff working in the various Renovotec offices and at customer or supplier sites. Renovotec requires all its employees to act in a responsible manner to protect themselves, their families and their colleagues. The Company’s requirements for all employees are set out under the Principles section of the policy, which is available upon request.
• Tackling economic inequality:

  Tackling economic inequality

  Renovotec has a Corporate Social Responsibility and Sustainability Policy in place. The Directors recognise that the Company must integrate its business values and operations to meet the expectations of our stakeholders. Stakeholders include customers, employees, regulators, investors, suppliers, the community and the environment. Each Renovotec employee shall be rewarded in a correct and fair manner in accordance with his or her individual performance and contribution to the success of the company. The wages paid for a standard working week shall at least meet the legal or industry minimum standards and be sufficient to meet the basic needs of our employees. Labour hire agreements and apprenticeships shall not be undertaken to evade the Group’s obligations to personnel under applicable laws, social security legislation and regulations.
• Equal opportunity:

  Equal opportunity

  Renovotec is an equal opportunity employer and is fully committed to a policy of treating all of its employees and job applicants equally. The Company will avoid unlawful discrimination in all aspects of employment including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits, other terms of employment, discipline and selection for redundancy and dismissal. A copy of our Equal Opportunities & Diversity Policy is available upon request. We also have a Dignity in Work Policy in place, again, a copy of which is available upon request.
• Wellbeing:

  Wellbeing

  Renovotec strives to be an attractive employer by creating a working environment based on collaboration, responsibility and openness. The well-being of employees is a high priority, and the company is committed to providing safe and healthy working conditions. We want to make sure that all our employees understand how important they are to the business and that they feel valued and understand how they fit into our overall strategy. Employees are empowered to create their own destiny within the Company, we promote personal development and create learning opportunities funded by the Company.

Pricing

• Price: £321.00 a unit
• Discount for educational organisations: No
• Free trial available: No

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