INFOPAD LTD

Infopad - Customer Service Quickstarter Dynamics 365 CRM

InfoPad's Customer Service Quickstarter for Dynamics 365 CRM accelerates your customer service setup, optimising efficiency and enhancing customer interactions. This service rapidly deploys core customer service functionalities, providing a robust foundation that can scale with your business needs.

Features

• Rapid deployment of core features.
• Integrated customer self-service portals.
• Real-time customer analytics.
• Multi-channel communication support.
• Automated ticketing system.
• Pre-configured workflows.
• Customisable dashboards.
• Built-in feedback collection tools.
• Mobile access for agents.
• Compliance with data security standards.

Benefits

• Quick setup and deployment.
• Enhances customer satisfaction.
• Streamlines support processes.
• Supports diverse communication channels.
• Reduces response times.
• Improves agent productivity.
• Offers actionable insights.
• Encourages customer self-help.
• Enables on-the-go service management.
• Ensures data privacy and security.

£4,750 a unit

• 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 james@infopad.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

896729878357353

Contact

James Bevis
01223 969 889
james@infopad.org.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Internet Dependency: Requires a consistent internet connection for access.
• System requirements:
  • Internet connection as Dynamics 365 is cloud-based.
  • Minimum screen resolution of 1024x768 is recommended
  • Users need appropriate Microsoft licenses to access Dynamics 365 CRM

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times; We have a standard SLA for support during office hours. Issue Level 1 (e.g. outage) 1 Hour (during operating times) Issue Level 2 (normal support request for existing functionality) - 24 Hours Issue Level 3 (change request for new or amended functionality) - 5 Working Days Weekend and extended support hours can be provided upon request at an additional cost.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• 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: Focused on testing compatibility with leading screen readers, keyboard-only navigation, and voice control systems to ensure broad accessibility.
• Onsite support: Yes, at extra cost
• Support levels: Our managed services contract allows for flexible support engagement, starting from as little as one day per month. This ensures even small businesses or those with fluctuating support needs can access professional assistance without overcommitting resources. Each support day comprises 7 working hours, with the smallest chargeable increment being half an hour, ensuring efficient use of support time for tasks both big and small. Unused support hours can be rolled over within the contract's duration. Our standard support is managed by a technical account manager although support requests will be routed through to the resource best able to resolve the request as quickly and efficiently as possible.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Please see Infopad - Dynamics 365 CRM Onboarding which is offered as a specific service to help users get started with Dynamics 365 CRM. ; An Overview:; InfoPad's Dynamics 365 CRM Onboarding service is designed to facilitate a smooth and effective introduction of Dynamics 365 CRM for new users. This service encompasses initial system setup, data migration, user training, and custom configuration, ensuring that the CRM aligns perfectly with the business processes and goals of the organisation. By providing hands-on support and expert guidance from the outset, InfoPad helps organisations optimise their CRM investment, enhance user adoption, and set the stage for improved operational efficiency and customer relationship management.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Please see our service "Infopad - Dynamics 365 CRM Offboarding" which is a specialised service to help with end of contract processes including data extration. ; An Overview:; InfoPad's Dynamics 365 CRM Offboarding service provides a structured approach for companies looking to transition away from Dynamics 365 CRM. This includes secure data extraction and transfer, system decommissioning, and guidance on migrating to a new platform. The service ensures all data integrity is maintained while adhering to compliance and regulatory standards, offering peace of mind as businesses evolve their technological solutions.
• End-of-contract process: At the end of the contract, InfoPad provides comprehensive offboarding services to ensure a smooth transition. This includes secure data extraction, transfer guidance, and detailed decommissioning of services. Our end-of-contract process is designed to maintain data integrity and comply with all regulatory standards.; ; Included in the contract price are standard offboarding procedures such as data backup and basic system deactivation. Additional costs may apply for extensive data migration, custom data handling requests, and any consultancy required to transition to another system, ensuring tailored support to meet your specific needs. If you need additional assistance with offboarding at the end of the contract please see our service "Infopad - Dynamics 365 CRM Offboarding"

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: Dynamics 365 CRM is designed to function seamlessly on mobile devices, offering a responsive user interface tailored for smaller screens and touch interactions. While the core functionalities are consistent with the desktop version, the mobile service features a simplified navigation, streamlined features for performance, offline data access capabilities, integration with mobile-specific functions like GPS, and real-time push notifications. These modifications ensure an efficient and productive user experience on mobile, allowing for flexible access to CRM tools without compromising on essential functionalities.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Dynamics 365 CRM offers a comprehensive service interface that allows users to interact with the system efficiently. This interface is designed to be user-friendly and intuitive, providing access to a wide range of functionalities such as sales management, customer service, field service, and marketing automation. The interface supports various user interactions through its web-based portal, mobile apps, and integration with other Microsoft services like Outlook and Teams, enabling a seamless user experience across different platforms and devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Dynamics 365 CRM undergoes rigorous interface testing to ensure accessibility and usability for users of assistive technology. Microsoft employs a variety of methods to test interfaces, including:; ; Automated Testing: Utilising tools that simulate screen reader functionality to identify accessibility issues in the interface.; Manual Testing: Conducted by accessibility experts using assistive technologies such as screen readers (JAWS, NVDA), magnification software, and voice recognition tools to ensure the interface is navigable and usable.; User Testing: Engaging directly with users who rely on assistive technologies to gain firsthand feedback on the usability of the CRM in real-world scenarios.; These tests ensure that Dynamics 365 CRM meets accessibility standards like WCAG and ADA, providing an inclusive user experience.
• API: Yes
• What users can and can't do using the API: Microsoft Dynamics 365 API allows users to interact with the platform's data and functionality. Users can set up the service through the API and make changes using HTTP methods like GET, POST, PUT, DELETE, and PATCH.; However, there are limitations. The API has usage limits, restricting the number of requests within a specific time frame. Service protection API limits are enforced to prevent individual users or integrations from harming system performance and availability. These limits are evaluated per user and are based on the number of requests sent by a user. If these limits are exceeded, a 429 Too Many Requests error is returned.; Developers should monitor their API usage and consider upgrading their subscription plan if they reach their usage limits. It's the responsibility of client applications to manage service protection API limit errors. Applications designed to load data into Dataverse or perform bulk updates must also be able to manage these errors.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: InfoPad's Dynamics 365 CRM for SMEs is highly customisable, allowing businesses to tailor the system to their specific needs and improve operational efficiency.; ; Key customisation options include:; ; User Interface: Modify the layout, design of forms, views, and dashboards to improve navigation and user productivity.; Business Processes: Customize and automate processes like sales, customer service, and marketing to streamline operations and reduce manual tasks.; Fields and Data Models: Add custom fields and adjust data models to capture unique business information and reflect essential data flows.; Reports and Analytics: Create custom reports and analytics dashboards to provide insights tailored to specific business needs.; Integrations: Seamlessly integrate with other software tools and systems, such as accounting software and email marketing platforms, to enhance data flow across systems.; Security Roles: Define and customize security roles and permissions to manage access to sensitive information based on user roles.; These customisation features empower SMEs to configure Dynamics 365 CRM to align perfectly with their business operations, ensuring that they can manage customer relationships effectively while scaling their operations.

Scaling

• Independence of resources: InfoPad ensures that users are not affected by the demand other users place on the service through robust resource management and scaling strategies. We use Microsoft's Azure cloud infrastructure, which supports Dynamics 365 CRM, to dynamically allocate resources based on demand. This includes automatic scaling capabilities that adjust computing power and storage in real-time to handle increases in load without affecting performance.; ; Additionally, we implement resource isolation techniques to segregate user environments. This means that the activities of one client do not impact the service availability or performance of another. Through these approaches, we guarantee high availability and consistent performance.

Analytics

• Service usage metrics: Yes
• Metrics types: InfoPad offers customisable service metrics tailored to the specific needs of each organisation using Dynamics 365 CRM. Key metrics include system uptime and availability, response times, user adoption rates, customer support efficiency (average resolution time and satisfaction scores), performance against benchmarks, and data quality indicators. These metrics are designed to maintain high service standards and ensure the CRM system delivers optimal value, with flexibility to adjust metrics to better align with organisational goals and requirements.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Encryption: Dynamics 365 encrypts data at rest using Transparent Data Encryption (TDE) and Azure SQL Database's built-in capabilities. ; Access Controls: We implement strict access controls based on the principle of least privilege. This means that users are granted the minimum level of access necessary for their job functions. Role-based access controls further refine what data can be accessed by whom, enhancing security at the data level.; Storage Security: The data stored in Microsoft Azure, which underpins Dynamics 365, benefits from Microsoft's robust security measures, including advanced physical security of data centers, environmental controls, and secured data storage facilities.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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 their data from Dynamics 365 CRM using the built-in data export tools that support various formats, including Excel, CSV, and PDF. The process is user-friendly and allows for selective data export based on custom queries or standard reports. Additionally, for larger data sets or complex requirements, InfoPad provides assistance through automated scripts or API integrations to ensure efficient and secure data transfer, tailored to the specific needs of the business.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • SQL
  • XML
  • PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XLS
  • SQL
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Multi-factor authentication

Availability and resilience

• Guaranteed availability: Given that the availability of Dynamics 365 CRM is controlled by Microsoft, as it is hosted on Microsoft's cloud platform, our SLAs are aligned with those provided by Microsoft for their cloud services.; ; SLA Details:; ; Microsoft guarantees an uptime of 99.9% for Dynamics 365 services, ensuring high availability and consistent access for users.; This SLA includes built-in redundancy and failover capabilities to protect against service interruptions.; Refund Policy if SLA is Not Met:; ; In cases where Microsoft does not meet this SLA, InfoPad facilitates the process of claiming service credits on behalf of our clients as outlined by Microsoft’s SLA terms.; Service credits are typically calculated as a percentage of the monthly fees paid for the service that was affected and are applied to future bills.
• Approach to resilience: Resilient Architecture:; ; Data Redundancy: Dynamics 365 CRM data is stored redundantly across multiple data centers provided by Microsoft, ensuring that there is always a backup available in case of a data center failure.; Geographic Distribution: Microsoft’s data centers are geographically distributed, which helps in protecting the service against region-specific disruptions, such as natural disasters or local infrastructure failures.; Automatic Failover: In the event of a failure, automatic failover mechanisms are in place to switch operations to a healthy data center without disrupting user access.; Network Resilience: Microsoft's global network is designed to be robust and redundant, ensuring connectivity between data centers and maintaining service availability even during network disruptions.; Data Center Setup:; ; Physical Security: Microsoft data centers are equipped with state-of-the-art physical security measures, including biometric readers, motion sensors, 24/7 secured access, and video surveillance.; Environmental Controls: Advanced environmental controls are used to maintain optimal conditions within the data centers to prevent equipment failures.; Microsoft data centers comply with international and industry-specific standards, including ISO 27001, SOC 1 and SOC 2, and PCI DSS.; Resilience Practices:; ; Regular Updates and Patching: We ensure that Dynamics 365 CRM and its underlying infrastructure are regularly updated and patched to protect against vulnerabilities.
• Outage reporting: Email Alerts: In the event of an outage, we send out email alerts to all affected clients. These alerts provide initial information about the nature of the outage, the estimated impact, and the expected resolution time. Follow-up emails are sent to update clients on the progress of resolving the outage and to notify them when normal service is resumed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: InfoPad restricts access to management interfaces and support channels through strict measures:; ; Role-Based Access Control (RBAC): Limits access based on user roles, enforcing least privilege principles.; Multi-factor Authentication (MFA): Ensures that only authenticated users can access critical systems.; Encrypted Communications: Uses TLS for secure data transmission in management and support interactions.; Audits and Reviews: Regularly checks access logs and permissions for compliance and anomalies.; Training: Provides ongoing security training for all personnel with access privileges.; These security protocols ensure robust protection against unauthorized access and maintain the integrity of our management interfaces.
• Access restriction testing frequency: At least once a year
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: In line with ISO/IEC 27001
• Information security policies and processes: InfoPad follows rigorous information security policies and processes aligned with ISO/IEC 27001 standards. Our approach includes:; ; Security Policy Oversight: We maintain comprehensive security policies that are regularly updated. An Information Security Officer (ISO), reporting directly to senior management, oversees all security initiatives to ensure high-level accountability and visibility.; Employee Training: All employees receive regular training on security policies and threat awareness to uphold security standards and responsibilities.; Access Control: Access to sensitive information is strictly managed through role-based access controls and multi-factor authentication, regularly audited for compliance.; Incident Management: We have a formal incident response protocol for managing security breaches, including immediate action, thorough investigation, and mitigation strategies, with incidents reported according to ISO/IEC 27001 standards.; Regular Audits: Internal and external audits are conducted routinely to ensure adherence to security policies, identify gaps, and implement corrective actions.; Continuous Improvement: Insights from audits, incidents, and industry trends continuously refine our security practices.; This structured security framework ensures that we effectively manage and protect information, maintaining compliance with international standards and demonstrating our commitment to security.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: InfoPad adheres to a rigorous configuration and change management process aligned with CSA CCM v3.0 standards. Components are tracked throughout their lifecycle via a Configuration Management Database (CMDB). Changes undergo a security impact assessment by our security team to evaluate risks and determine necessary controls. Approval from a Change Advisory member is required before testing and implementing changes in a controlled environment. Post-implementation reviews ensure changes meet objectives without adverse effects. This meticulous process ensures secure, stable updates to our Dynamics 365 CRM services, maintaining high standards of service delivery and security.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: InfoPad’s vulnerability management process aligns with CSA CCM v3.0 standards. We proactively assess potential threats by conducting regular security scans and risk assessments. Patches are deployed promptly, with critical patches implemented within 48 hours of release. We source information on potential threats from trusted industry sources, security bulletins, and partnerships with vendors like Microsoft. This ensures we stay updated on emerging vulnerabilities and respond effectively to protect our Dynamics 365 CRM services. Continuous monitoring and updates help maintain the security and integrity of our systems.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: InfoPad's protective monitoring process adheres to CSA CCM v3.0 standards. We identify potential compromises through continuous monitoring tools that detect unusual activity patterns and security breaches. When a potential compromise is detected, our incident response team is alerted immediately. The response includes isolating affected systems, conducting a forensic analysis to determine the breach's extent, and implementing containment measures. We aim to respond to incidents within 24 hours. Recovery plans are then executed to restore services securely. We also review and update our response strategies based on lessons learned from incidents to enhance future responses.
• 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: InfoPad's incident management process conforms to ISO/IEC 27035:2011 standards. We have predefined processes for common events, ensuring swift and structured responses. Users report incidents via our dedicated support email, phone, or through an online portal. Our incident response team logs, assesses, and categorizes each incident according to its severity. Responses are promptly executed to mitigate and resolve issues. Detailed incident reports are provided to users, documenting the nature of the incident, actions taken, and preventive measures implemented to avoid recurrence. Continuous improvement practices refine these processes based on feedback and incident reviews.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Through comprehensive measures across energy efficiency, sustainable operations, transportation, supply chain management, and technology innovation, InfoPad commits to substantial reductions in Scope 1, Scope 2, and Scope 3 emissions. Initiatives include transitioning to renewable energy sources, promoting remote work to reduce office energy consumption and business travel emissions, and engaging employees in sustainability efforts. This plan not only demonstrates InfoPad's dedication to environmental stewardship but also serves as a framework for continuous improvement, monitoring, and reporting on progress towards their ambitious goal, positioning their G-Cloud service provision as a leader in environmental sustainability within the digital services sector.

  Tackling economic inequality

  InfoPad's Modern Slavery Policy reflects a firm commitment to tackling economic inequality by ensuring ethical practices throughout its operations and supply chains. The policy underlines a zero-tolerance stance towards any form of modern slavery, in alignment with the Modern Slavery Act 2015. InfoPad has implemented comprehensive steps for the prevention of modern slavery, including risk assessments, supplier engagement to enforce anti-slavery measures, and pre-screening processes to ensure compliance. Additionally, the policy outlines a framework for reporting suspected modern slavery incidents, encouraging both internal and external stakeholders to voice concerns. By actively promoting a culture of transparency and ethical business practices, InfoPad contributes to the broader effort of combating economic inequality and ensuring the protection of human rights within its sphere of influence. This approach not only adheres to legal obligations but also embodies InfoPad's commitment to social value, particularly in fighting economic inequalities through vigilant oversight and ethical business conduct.

  Equal opportunity

  InfoPad's initiatives and policies showcase a strong commitment to equal opportunity, ensuring that all employment and business practices are free from discrimination. By adhering to principles of diversity and inclusion, InfoPad creates an environment where talent is recognized and nurtured regardless of gender, race, age, disability, or background. This approach is integral to their operational ethos, directly supporting social value themes by fostering a culture of respect and equality. Through targeted recruitment strategies, training programs, and awareness campaigns, InfoPad not only complies with equal opportunity laws but actively champions a diverse and inclusive workforce. These efforts are crucial for promoting equal opportunity within the tech industry, contributing to the broader goal of reducing inequalities and enhancing employee wellbeing and engagement.

  Wellbeing

  InfoPad places a high emphasis on the wellbeing of its employees, recognising the critical importance of a healthy work-life balance and a supportive work environment for overall productivity and employee satisfaction. Their commitment is reflected in initiatives such as flexible working arrangements, comprehensive health and wellness programs, and a focus on mental health support. These measures not only support physical health but also address mental and emotional wellbeing, ensuring that employees feel valued, supported, and engaged. By prioritising employee wellbeing, InfoPad contributes to a positive workplace culture that encourages personal growth and professional development. This commitment to wellbeing is a cornerstone of their corporate responsibility, aligning with broader social values and enhancing their appeal as a forward-thinking employer in the competitive tech industry.

Pricing

• Price: £4,750 a unit
• Discount for educational organisations: Yes
• Free trial available: No

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 james@infopad.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.