Bailey Solutions Ltd

Enquire

Enquire is an inbound enquiry management system to help organisations of all sizes manage enquiries. It's different from CRM systems which are designed to manage outbound sales and marketing calls. Our system is all about managing inbound enquiries, helping you track them, follow-up and never miss a deadline. Highly configurable.

Features

  • In-bound enquiry tracking with management reports
  • Intercept emails sent to group inbox to create enquiries
  • Web forms for users to submit enquiries
  • Dashboard for enquiry handlers to monitor and manage queues
  • Stop watch and time recording
  • Alerts to warn team of deadlines and breached SLA
  • Worklogs to record work done by more than one person
  • Quick Counters for quick statistics
  • Simple and Advanced Searching
  • Searchable knowledge base for users

Benefits

  • Improved user experience of your service
  • Increase team efficiency
  • Never miss a deadline
  • Improve attainment of Service Level Agreements
  • Improve management information and insights for better management all round
  • Demonstrate your value
  • Statistics help with impact analysis
  • Justify staff levels
  • Improve consistency of responses by using message templates

Pricing

£1950 to £3800 per instance per year

  • Free trial available

Service documents

G-Cloud 11

139722601614696

Bailey Solutions Ltd

Shaun Ellenger

01273386849

info@baileysolutions.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements All major browsers supported

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is available are during the 9.00 to 5.30 pm weekdays, excluding bank holidays and weekends.
Response times range from 1 hour to next release depending on the grade:
Critical - 1 hour response with expected resolution;
Key - 2 hour response with expected resolution;
Minor - 4 hour response, fixed in next release;
How to Question - 2 hour response;
Requirement, e.g. server move - varies;
Request for Modification - considered for future release;
Suggestion - considered for future release.
There is also a 24/7 online help centre with videos and manual style content.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing None
Onsite support No
Support levels The subscription includes:

Initial installation and set-up on the hosted platform.

Phone, email support and the online help centre during weekdays and normal working hours, 9.00 am - 5.30 pm.

Automatically applying releases to your software. Frequent releases include fixes for errors and improvements.

Nightly back-ups

The subscription does not include:

Technical support for data services, e.g. bulk data cleansing and data manipulation, which can be purchased at £99 per hour for remote services.

On-site support which can be purchased at £760 per day plus travel expenses + VAT

Extra support services will not be incurred without a Purchase Order from the buyer.

Support queries should be addresses to support@baileysolutions.co.uk and then it will be assigned to a named technical consultant.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Free installation and prototype site including the initial branding.
We provide free training videos, quick guides and manuals. We are also planning a searchable help centre which will help topics with short videos and manual style instructions.
We can provide online training sessions and there is an hourly rate currently set @ £80 per hour + VAT.
We can provide on-site training and there is a one-day charge currently set @ £690 per day on site + travel expenses + VAT.
We recommend one day's training at the outset.
If you have a complex requirements for more than one team with different enquiry types then we recommend that you purchase consultancy days to assist with configuring your system at £690 per day + VAT. If consultancy services are on-site then reasonable travel expenses as incurred will be added to the invoice.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We supply a SQL Server database with the client's data in tables but with the software's system objects (code modules, views, stored procedures) removed. There is no charge for this service.
End-of-contract process At the end of the contract a SQL server database containing the client's full relational data is provided at no extra cost.
If the client requires continued hosting or re-directs to their new system then this can be be provided at cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation Enquire is a very customisable system. Library users can change the font size.
Power Users can configure the user interface and how it works for service users including menus. Power Users can change the enquiry form templates and create enquiry types & categories. They can change the field names, the layout, the sequence and the visibility of all fields.
Power Users can can set alerts and notifications, the content of the alerts, and with which types of enquiries they are associated and at what stages they are sent.
Enquire is potentially a multi-currency, multi-time zone, multi-language and multi-team system. So all these can be configured. Or it can be a very simple system for a single team with one or two enquiry handlers. IT can set up single or multiple inbound and single or multiple outbound email accounts and connect to Exchange Server.
Power Users can change the views, add views and delete or hide views. Views can use custom fields.
The system comes with a comprehensive list of standard management reports. Power Users can change the reports, add reports and delete or hide reports. Reports can use custom fields.
This list is not comprehensive.

Scaling

Scaling
Independence of resources Normally your software would be housed on a server shared with other clients. The server serves many clients, There is one database per client so it's not a multi-tenanted database. The only way we can guarantee that clients won't be affected by other clients' activity is by providing you with a dedicated server on our host platform. This currently costs around £2,200 extra per year depending on your requirements.

Analytics

Analytics
Service usage metrics Yes
Metrics types The system is supplied with a dashboard of standard views giving at-a-glance metrics of current workloads. Staff can filter, group and get quick summaries.
The system comes with a comprehensive list of standard management reports including: input hour, average time spent, average time from submission to completion, number/ percentages by staff, number by department, enquiries by category/type/topic.
This list is not comprehensive.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Owing to the complex nature of the data structure, there is no tool for users to export their data.
Data export formats Other
Other data export formats SQL Server database
Data import formats Other
Other data import formats Database

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.7% uptime
Approach to resilience Built by the MOD as a command and control centre protecting people and technology from nuclear threat, the construction and security standards are what you might expect of such a purpose built fortress. It sits 30 metres beneath a 3.5m high perimeter fence, with concrete walls 3 metres thick, steel doors weighing several tons and includes military Electro Magnetic Pulse and Tempest RFI intrusion protection. Layered on top of this physical inaccessibility is a 24-hour watch with guard dogs, CCTV and a series of sophisticated access controls.
• 24/7/365 security guards and guard dogs permanently on site
• Vehicular gate with control barrier
• Infrared CCTV with 24 hour capture covering all entrances and operational areas
• Visual verification of all users entering data floor – NO un-manned escort
• Borer security card access system
• Very early sophisticated smoke and heat detection systems
• Firetrace detection and extinguishing system
• Redundant air conditioning units to guarantee stable data floor temperature and humidity @ N+1
• Redundant UPS conditioned power @ N+1
• Diverse Power Supplies with diesel generator backup @ N+1
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels To submit an enquiry, service users can simply send an email to the usual group email address to complete a web form. Nor they the need to be be authenticated to search the knowledge base. The client can decide to apply IP filtering to restrict users who have access to the knowledge base or keep it public. Useful for answering FAQs.
Enquiry Staff need to sign to access the enquiry handling interface and likewise Power Users to access the settings. Permissions and roles determine how much detail can be seen and who can do what in the system.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information You control when users can access 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Standard Institue
ISO/IEC 27001 accreditation date 19/05/2017
What the ISO/IEC 27001 doesn’t cover A.14.2.7 Outsourced development - N/A
ISO 28000:2007 certification Yes
Who accredited the ISO 28000:2007 British Standards Institute
ISO 28000:2007 accreditation date 19/05/2017
What the ISO 28000:2007 doesn’t cover No exceptions
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Our policy is to protect the company’s information assets from all threats, whether internal or external, deliberate or accidental, to ensure business continuity, minimise business damage and maximise return on investments and business opportunities. The Managing Director has approved the Information Security Policy ensure that:

a. Information will be protected from a loss of: confidentiality, integrity and availability.
b. Regulatory and legislative requirements will be met
c. Business continuity plans will be produced, maintained and tested
d. Information security training will be available to all staff.
e. All breaches of information security, actual or suspected, will be reported to, and investigated by, the Information Security Manager.

Supporting guidance and procedures: risk assessment, information classification, data protection, incident handling, information backup, system access, third party services (supplier due diligence), malware controls, mobile device security & remote working, passwords and encryption.

The role and responsibility of the designated Information Security Manager is to manage information security and to provide advice, guidance on implementation of the Policy, review and maintenance.
All managers are directly responsible for implementing the Information Security Policy within their business areas.
It is the responsibility of each employee to adhere to the Information Security Policy.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Identify potential change: A customer encounters a problem, proposes a change or desires new functionality; Determine technical feasibility; Determine costs and benefits; Analyze change impact; Plan change
Developer coding using Visual Studio Team Services; Propagate change;
Test change; Roll -out change to one client tester; Update documentation; release notes and users' help centre; Release change in a system release rolled out to clients; Review and close change
Vulnerability management type Supplier-defined controls
Vulnerability management approach We monitor for potential new threats, vulnerabilities or exploitation techniques which could affect our service regularly using F-Secure Radar.
Just Computing also monitor the servers 24/7 for vulnerabilities.
The severity of threats and vulnerabilities is considered within the context of the service and this information is used to prioritise the implementation of mitigations.
Using a suitable change management process, known vulnerabilities are tracked until mitigations have been deployed.
A centralized OS management tool carries out systematic patching across all hosted client sites.
Timescales depend on the severity of the risk. They could be deployed within 24 hours to one month.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Alerts form Just Computing 24/7 monitoring or F-Secure warnings.
The risk is assesed. Patch developed. Patch issued as soon as practically possible and released sometimes with 24 hours. Otherwise low risk compromises are addressed inthe next monthly release.
Incident management type Supplier-defined controls
Incident management approach Often we find incidents are picked up by Just Computing 24/7 monitoring of their servers and we are notified by mobile phone if they happen out of hours. Just computing will manage incidents on our behalf and have a predefined process. They will restore normal service as quickly as possible. Users can report incidents via our dedicated support number +44 (0)1273 242958 or our support desk: support@baileysolutions.co.uk We provide incident reports via email.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £1950 to £3800 per instance per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Buyers can trial the complete software application for free for 30-days without providing a credit card or other payment method.
Doesn't include data import services.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
Return to top ↑