VISIONET EMEA LIMITED

Visionet Implementation Services - Salesforce Customer Relationship Management (CRM)

Visionet provides end to end support, implementation, upgrades, migrations, managed services and training for Salesforce CRM, including Sales, Service, Marketing, Experience Cloud and Field Service capabilities. Visionet has created an agile framework for Public Sector customers' needs and requirements.

Features

• Secure, browser-based access with role-based permissions and authentication.
• Real-time dashboards and reports using configurable Salesforce analytics.
• Automated workflows and approvals using declarative, low-code configuration tools.
• Omnichannel case management supporting email, phone, web and digital channels.
• Campaign and journey automation for targeted, data-driven customer engagement.
• Customer and partner portals built using Experience Cloud frameworks.
• Mobile access for users via Salesforce native iOS/Android applications.
• API based integrations using REST, SOAP and standard Salesforce connectors.
• Scalable data model supporting high-volume records and concurrent users.
• Built-in audit trails, field history tracking and data change visibility.

Benefits

• Boost sales revenue through unified customer data and analytics.
• Improve decision-making with real-time insights from CRM reporting tools.
• Drive personalised marketing with 60% higher conversion rates.
• Increase average order value by 35% using automated campaigns.
• Enhance customer satisfaction via centralised interaction history and service.
• Achieve upto 300% ROI over three-year CRM adoption period.
• Reduce time on manual tasks by up to 75%.
• Shorten sales cycles by around 29% with automation workflows.
• Save substantial IT costs through integrated cloud service efficiency.
• Unify whole organisation around single customer profile view.

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

913338103576527

Contact

Jawad A Khan
+447721235694
jawad.a.khan@visionet.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None - As it is controlled by Salesforce
• System requirements:
  • Reliable internet connectivity with TLS-secured access to Salesforce services.
  • Common web browser e.g. Edge, Firefox, Google Chrome
  • Compatible identity provider if single sign-on is required.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Visionet has the ability to provide email or online ticketing support 24/7. Our expectation is that the ticket tracking system is cloud based, accessible remotely, and available 24/7/365 in order to provide real-time, on-demand support from anywhere. We assume SOC Service Desk Plus support ticket tracking system has integrated tools to support the monitoring, tracking, and reporting of incidents. These tools are necessary in order to issue reports and track our compliance with agreed upon service level targets as well as to identify trends in call topics, peak volume times, and subsequently identify potential areas of improvement in operational efficiency.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Yes, we use Microsoft Teams for chat.
• Onsite support: Yes, at extra cost
• Support levels: At Visionet, our comprehensive support framework adheres to ITIL standards, delivering 1st, 2nd, and 3rd line support to both public and private sector clients. Our incident management process ensures swift resolution. Each client receives a dedicated Account Manager and Client Partner for personalized attention. We offer a unified support model manned by cloud support engineers, with optional weekend phone support available upon request. Our proactive approach prioritizes short-term issue resolution alongside long-term fixes. An established escalation process guarantees swift resolution, overseen by designated Account Managers who conduct monthly reviews, either remotely or on-site. Performance is monitored through KPIs aligned with SLAs and other critical support metrics. Security clearance is a fundamental aspect of our staff training and policy.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: At Visionet, we recognise that the success of any CRM implementation hinges on a smooth transition and effective user adoption. Therefore, we have developed a comprehensive approach to help users seamlessly start using our service.; ; Our onboarding process encompasses the following key elements:; ; We begin by conducting a thorough needs assessment to understand the unique requirements and objectives of your organisation. Based on this assessment, we work with you to develop a tailored implementation plan that aligns with your goals and timelines.; ; We offer a variety of training options to suit your organisation's preferences and requirements. This includes onsite training sessions conducted by our experienced consultants, as well as online training modules for convenient access anytime, anywhere. Our training programs cover both functional and technical aspects of the Salesforce CRM platform; ; In addition to training, we provide comprehensive user documentation and access to Salesforce and Visionet best practice materials.; ; Our support doesn't end after the initial implementation. We are committed to providing ongoing support and collaboration to ensure the long-term success of your CRM initiative. This includes regular check-ins, performance reviews, and access to our team of experts for any questions or issues that may arise.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract their data using Salesforce’s standard data export tools and APIs. Visionet can support data extraction and handover as part of offboarding, in line with customer requirements and Salesforce platform capabilities.
• End-of-contract process: At the end of the contract, Visionet will support an orderly offboarding process. This includes knowledge handover and guidance on extracting customer data using Salesforce’s standard tools. Data extraction support and transition assistance are included where agreed. Any additional activities beyond standard offboarding, such as extended support or bespoke data transformation, may be provided at additional cost. Ongoing access to Salesforce is subject to the customer’s agreement with Salesforce.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service provides access to core Salesforce CRM functionality through native mobile applications, optimised for touch-based interaction and on-the-go use. Some advanced configuration, administration and reporting features are available only through the desktop browser interface. Mobile access focuses on task management, record updates, notifications and offline access, while the desktop service supports full configuration and advanced analytics.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a secure, browser-based Salesforce user interface and native mobile applications. Users interact with standard Salesforce screens, dashboards, reports and workflows. Administrators manage configuration through Salesforce setup tools.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Visionet does not carry out independent assistive technology testing of the Salesforce user interface. Accessibility testing is performed by Salesforce as part of the platform’s product development and assurance processes. Visionet follows Salesforce accessibility best practices when configuring and customising the service and supports customers in user acceptance testing where assistive technologies are used.
• API: Yes
• What users can and can't do using the API: Salesforce CRM provides standard REST and SOAP APIs that allow authorised users to integrate with the platform. Users can use the API to read, create and update records, query data, automate processes, and integrate external systems. API access is authenticated using Salesforce security controls and permissions.; ; Users cannot use the API to bypass Salesforce security, licence restrictions, or platform limits. Core platform configuration, user interface customisation and licence management must be performed through the Salesforce user interface. API usage is subject to Salesforce API limits and governor limits defined by the customer’s Salesforce edition and licences.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise the service using Salesforce’s standard configuration and extensibility features. Customisation includes data models (objects and fields), page layouts, record types, workflows, validation rules, reports, dashboards and user interfaces.; ; Customisation is performed through Salesforce’s declarative tools and, where required, supported extensions such as Apex and Lightning components.; ; Configuration can be carried out by authorised customer administrators or by Visionet consultants as part of agreed delivery and support services. All customisations follow Salesforce best practices and are tested in sandbox environments before deployment to production.

Scaling

• Independence of resources: Salesforce operates a multi-tenant SaaS platform designed to isolate customer data and workloads. The platform uses logical separation, governor limits and resource management controls to prevent individual customers or users from consuming disproportionate resources. Salesforce monitors performance and capacity continuously to maintain service availability and consistent performance across tenants.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage metrics through Salesforce reports and dashboards. Metrics include user activity, login history, record creation and updates, case volumes, response times, campaign performance and automation execution. Administrators can also monitor API usage, data storage consumption and system limits. Metrics are available in near real time and can be configured based on user roles and permissions.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data using Salesforce’s standard reporting, data export and API tools. Data can be extracted on demand or on a scheduled basis in common formats such as CSV. Where required, authorised users or Visionet can also export data using Salesforce APIs to support integration.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• 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)
  • Other
• Other protection within supplier network: Salesforce also uses internal network security controls, including secure service-to-service authentication, network segmentation and continuous monitoring within its multi-tenant infrastructure. These protections are not VPN-based and are managed entirely by Salesforce.

Availability and resilience

• Guaranteed availability: Availability is provided in line with Salesforce’s standard service availability commitments. Salesforce targets 99.9% monthly uptime for the core platform, excluding planned maintenance. Service availability and incidents are published via Salesforce Trust. Service credits for availability failures are governed by the customer’s direct agreement with Salesforce. Visionet does not provide separate infrastructure SLAs but supports customers with incident management, monitoring and escalation in line with agreed support arrangements.
• Approach to resilience: The service is delivered on Salesforce’s resilient, multi-tenant cloud platform. Salesforce operates geographically distributed data centres with redundancy across compute, storage and network components. Data is replicated to support high availability and disaster recovery. Platform resilience is supported through continuous monitoring, automated failover, regular backup processes and tested incident response procedures. Availability and resilience information is published via Salesforce Trust, and resilience controls are independently audited as part of Salesforce’s compliance programme.
• Outage reporting: Service outages and incidents are reported through Salesforce Trust (https://status.salesforce.com/), which provides a public, real-time availability and incident dashboard. Salesforce publishes incident details, status updates and post-incident reports. Customers can subscribe to email notifications for service disruptions affecting their instance. Availability and incident information can also be accessed programmatically through Salesforce Trust data feeds.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Visionet has restricted access to all the instances which is controlled by MFA and PAM with role based security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• 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: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR
• Information security policies and processes: Visionet work in adherence to Industry and Salesforce Security standards, with Salesforce complying to ISO/IEC 27001 and SSAE-18 / ISAE 3402.; ; Visionet have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards.; ; Lastly, We have rigorous induction and training methods which ensure policies are followed. Reporting structure is also available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Visionet follows a documented change management process aligned to Salesforce best practices. Salesforce components (such as configuration, metadata, automation and integrations) are tracked throughout their lifecycle using sandbox environments, deployment records and versioned configuration. Changes are designed, tested and validated in non-production environments before release. Each change is assessed for potential security impact by reviewing permissions, data access, sharing rules and automation behaviour prior to deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external third party vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Visionet relies on Salesforce’s built-in security monitoring and audit capabilities to identify potential compromises, including login history, event monitoring logs, field history tracking and security alerts provided by the Salesforce platform. Salesforce continuously monitors the underlying infrastructure and publishes security incidents via Salesforce Trust.; ; When a potential security issue is identified, Visionet responds by reviewing Salesforce audit logs, validating user access, permissions and configuration changes, and taking corrective action in line with customer procedures. Incidents are escalated promptly, with response times aligned to the severity and customer support agreements.
• Incident management type: Supplier-defined controls
• Incident management approach: Yes, Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for anonymous report submission.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: GMS INTERCERT SERVICES
• ISO/IEC 27001 accreditation date: Wednesday 23 June 2021
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: GMS INTERCERT SERVICES
• ISO 9001 accreditation date: Thursday 13 March 2025
• What the ISO 9001 doesn’t cover: Not Applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 1 March 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: Tuesday 12 December 2023
• What the PCI DSS doesn’t cover: Not Applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E7f12ebf-757f-4ba2-b918-a2e69c4308b5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dea421ad-56e2-44f5-ae1d-8208ca0ca92b
• Other security certifications: Yes
• Any other security certifications:
  • SOC1 TYPE 2
  • SOC2 TYPE 2
  • ISO 27001:2022, 27701
  • HIPPA Compliant
  • GDPR

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.