Intercity Technology Limited

Case Management

Case Management is a Case/Ticket management tool that provides you with the ability to manage written interactions in a secure and efficient way. Each interaction in the queue is converted into a support ticket and assigned a unique case/ticket ID which is then distributed to the right person.

Features

• Supports tickets / cases via SMS and Email as standard
• Converts incoming messages to tickets / cases
• AI-enabled to auto prioritise tickets or help draft responses
• Tag tickets to help segregate them
• Outbound SMS / Email campaigns to notify a wide audience
• End-users can check ticket status, update via portal
• Auto-reply based on queue or content of interaction
• Choose from standard reports and create your own
• Integration via open APIs to other software

Benefits

• Increases customer satisfaction by improving the quality of your communications
• Increase efficiency by easily assigning cases based on a skill
• Improve customer experience with visibility of their cases
• Increase efficiency with automated processes that route cases more efficiently
• Manage team tasks effortlessly and use templates for consistency
• Increase user satisfaction by consolidating software
• Improve your productivity with automated workflow rules
• Organise your workload better by visualising your case load
• Reduce the Average Handling Time (AHT) for agents
• Increase team collaboration across cases / tickets

£39.00 a user a month

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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

956049326712004

Contact

Elise Sheridon
0330 332 7933
tenders@intercity.technology

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Puzzel Contact Centre
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned mainteanance is performed out of hours and typically has no customer impact. Exceptionally users are logged off but can then immediately log back on again.
• System requirements:
  • Device (PC, Mac, laptop, tablet etc.) with Internet connectivity
  • A modern browser (all mainstream modern browsers are supported)
  • A suitable Puzzel Case Management licence

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Questions are responded to in line with other support requests. Support priority is determined by impact and urgency leading to priority levels where P1 is the highest priority and P4 is the lowest. P1 update frequency is every hour, P2, up to 4 hours during office hours, P3 and 4 daily during office hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is as standard within business hours. Weekday Extended Hours support is available as is 24/7 support for additional cost.; ; Business Hours (Weekdays 9am to 5pm) includes Written Support, Web Chat Support and full access to status pages and knowledgebase. Extended Hours (Weekdays 9am to 10pm) includes all of the above plus Phone Support. 24/7 includes everything above extended to all hours including weekends. ; ; All customers are provided an Account Manager and access to our remote support team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On-site or virtual training is provided prior to Go-Live, for all users of the software including dedicated programs for administrators and users. All training and user documentation are provided and made available as part of the set-up process for all customers. Additional training is always purchasable as part of our ongoing Customer Success process.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Key data can be exported at end of contract using SFTP or other similar mechanisms (EML files and any attachments).
• End-of-contract process: All data extraction is included within our licence cost, however, any additional support if required may be charged at Professional Service rates per day. A full Exit Plan will be produced and allow the customer to take their data in a machine readable format and that all other data will be deleted and purged in line with GDPR and UK Data Privacy considerations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is mobile responsive and will work in any web browser. Some functionality may be reduced when using a mobile device and smaller screen. Otherwise, the full service is available as normal.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface provides access for Administrators and Agents. The interface is accessible by modern browsers. The Administrator Portal gives administrators better control of their day-to-day operations. For example: - Access to reports - Agent set up - Configuration of ticket queue parameters - Configure settings for outbound email and SMS - Setup of API channels, workflows, etc The user interface allows agents to control use of the service. Using this they can: - Log in and out of ticket queues - Set their status - Transfer cases / tickets - Manage and communicate cases with the end-customer
• Accessibility standards: None or don’t know
• Description of accessibility: Users currently use their keyboard and mouse to use the service via web browser
• Accessibility testing: None applicable
• API: Yes
• What users can and can't do using the API: * Ability to create, read, modify and delete tickets and all associated metadata * List tickets with specified search criteria * Filter ticket list by date range * Show and list categories and forms associated to tickets * Organisation list * Tag list
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Puzzel Case Management can be tailored to your organisational structure, teams / queues and terminology. Custom reports and dashboards can also be created by administrators. Pre-written response templates which can be used for automatically generated messages or referenced by agents. Agents and channel signatures. Customer Hub (additional paid-for feature) can be branded to your organisation including logo and colours. 3rd party integrations are also available via open REST-based APIs and a API is also available for customers to develop their own integrations.

Scaling

• Independence of resources: Puzzel Contact Centre is a multi-tenant platform, and the architecture is designed to be fully scalable. Agents can be added easily, at any time. Full redundancy of the system is provided in geographically diverse locations, and we constantly invest in incremental capacity as required to ensure plenty of 'headroom' is always available to allow peaks of demand. Load balancing across sites ensures that users are not affected by increased volumes.

Analytics

• Service usage metrics: Yes
• Metrics types: Full information about the use of Puzzel Case Management is provided with many key metrics including but not limited to: case volumes per team, per user, channel, priority, tag, category, customer, customer domain, status, ticket performance, SLA analysis, team performance, user performance, login, task SLA, Form, and Form Fields.
• 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: Puzzel

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data at rest is encrypted to AES 256 standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can export ticket or customer records in the form of ZIP, PDF and other file attachments using the Service Interface.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • EML
  • ZIP
  • Attachments (multiple formats)
• 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: Guaranteed uptime of Puzzel Case Management is 99.9%
• Approach to resilience: All components in Puzzel's infrastructure are redundant by design. There are three levels of redundancy built into the infrastructure; Component resilience: Every component in the infrastructure has built in resilience within the unit. This might be as double power adaptors, double network cards, mirrored disks more than one CPU etc. Load balancing: All critical infrastructure such as web-servers and application servers are load-balanced allowing operational systems even if components/ servers fail. For components not suited for load-balancing such as databases, advanced synchronization mechanisms are used between the active server and passive servers. This prevents data loss and minimal disruption on fail-over. Geo-redundancy: All systems can be run at full capacity from either instance allowing a full outage of either of the data centres. DC2 will take on the services of DC1 in case of a full outage of DC1.
• Outage reporting: Email alerts to nominated customer contacts together with a public dashboard showing service availability and status of any ongoing incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to functionality is based upon the role and privileges of the user as defined by the system administrator.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Between 1 month and 6 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: DnV (Den Norsk Veritas)
• ISO/IEC 27001 accreditation date: Continuous since 2014
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27701 Extension to ISO27001 for privacy information management

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Puzzel is ISO27001 certified and therefore has a thorough, standard based approach to Information Security policies and processes including, but not limited to: an Information Security Policy. Privacy Policy, Acceptable Use Policy, Data Retention and Destruction Policy, Infrastructure Hardening Policy, Quality Policy, Operational Security Policy, Access Management Policy and Physical Security Policy. In line with ISO27001, Puzzel performs regular internal audits and risk assessments. All staff are trained once per annum on the policy. Any security breaches are recorded and actioned at board level. Intercitys Head of Governance and Assurance reports directly into the Board and is responsible for managing Intercity's fully integrated management system with includes ISMS, QMS, BCM, SMS and EMS. Intercity is committed to ensure the Confidentiality, Integrity and Availability of all systems and the data that resides within them. Core to the principles is compliance to ISO27001 which provides a sound basis for our security policies and managing risk to information assets. A schedule of both internal and external audits is in place along with a program of continual improvement to ensure policies are appropriate to the requirement and that policies, processes and work instructions are being followed. Key objectives and KPIs are tracked and monitored.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management is based upon standard ITIL processes. This includes conducting risk analysis of all changes, all changes go via a change approval board before being released within a scheduled maintenance window held every two weeks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Bi-monthly meetings of Puzzel's security team, charied by the CISO, this identifies risks based upon:; ; * any operational changes; * perceived vulnerabilities; * any security incidents; ; Security patches are promptly deployed in maintenance windows, or sooner if appropriate.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring of cloud instance including continuous scanning for vulnerabilities, monitoring of intrusion attempts as well as abuse detection. Denial-of-service (DDoS) attack prevention, frequent penetration testing as well as data analytics to make sure that the operation is stable and secure.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is based upon ITIL processes. If appropriate ITIL problem management processes are used to eliminate recurring incidents. Incident reports are provided for all P1 incidents. Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal.

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

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We are committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods. ; ; Our policy is to: ; ; • Support and comply with or exceed the requirements of current environmental legislation and codes of practice. ; • Minimise our waste and reuse or recycle as much of it as possible. ; • Minimise energy and water usage in our buildings, vehicles, and processes to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable. ; • Apply the principles of continuous improvement in respect of air, water, noise, and light pollution from our premises and reduce any impacts from our operations on the environment and local community. ; • As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same. ; • Assess the environmental impact of any new processes or products we intend to introduce in advance. ; ; We’re certified to ISO140001:2015 and a member of two Corporate Social Responsibility (CSR) initiatives - Global Compact and Eco Vadis.; ; • The EcoVadis sustainability assessment methodology evaluates how well a company has integrated the principles of Sustainability/CSR into their business and management system. ; • The methodology is built on international sustainability standards, including the Global Reporting Initiative, the United Nations Global Compact, and the ISO 26000, covering 200 spend categories and 160+ countries. ; • The Sustainability Scorecard illustrates performance across 21 indicators in four themes: Environment, Labour and Human Rights, Ethics, and Sustainable Procurement. ; • Intercity Technology’s current EcoVadis score for 2022 – 2023 is 81% (up from 68% in previous years). ; • We have been awarded by EcoVadis a platinum medal in recognition of our sustainability achievement for our score which is in the top 1%.

Pricing

• Price: £39.00 a user a month
• 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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.