KPMG LLP

Online Customer Engagement

Microsoft Dynamics 365 Customer Engagement is a cloud service provided by Microsoft offering Customer Relationship Management capabilities. It provides a number of features around Sales, Service and Marketing that will help you engage with a variety of departments.

Features

  • Full lifecycle implementation of Dynamics 365CE
  • Dynamics 365 for Sales
  • Dynamics 365 for Service
  • Dynamics 365 for Marketing
  • Dynamics 365 for Professional Service Automation
  • Dynamics 365 for Field Service

Benefits

  • Increased outcome and benefits from the solution
  • Personalise relationships and increase sales.
  • Empower agents and exceed customer/citizen expectations.
  • Run multi-channel campaigns, nurture leads, and increase demand.
  • Deliver projects on time and within budget.
  • Optimise resources and make technicians more efficient.
  • Low cost Cloud technology, you pay for what you use

Pricing

£400 to £2460 per person per day

Service documents

Framework

G-Cloud 11

Service ID

1 6 7 1 0 1 9 6 1 3 5 2 5 9 6

Contact

KPMG LLP

KPMG G-Cloud Team

02073115767

uk-g-cloud@kpmg.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Below are offered as examples only
  • 3.3 gigahertz (GHz) or faster 64-bit dual core processor
  • 4-GB RAM or more
  • Super VGA with a minimum resolution of 1024 x 768
  • Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  • Latency under 150 ms
  • Common Modern Browser (latest versions)
  • Office 365 Enterprise E3 or later (for full features integration)
  • TLS 1.2 Support

User support

Email or online ticketing support
Email or online ticketing
Support response times
We offer a variety of service level objectives or agreements depending on the complexity of the system to be implemented and the level of support required, but our typical response time would be as follows:
Priority 1 – 1 hour
Priority 2 – 2 hours
Priority 3 – 8 hours
Priority 4 – 3 working days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Onsite support
Support levels
We offer a full, SLA backed, managed services function for incidents & problems. We typically offer a mix between functional and technical resolution resources at all levels.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Full documentations is provided by MS, sample code is available from MS and developed code by KPMG. KPMG can provide a full range of services including application configuration, integration, data migration, testing, training services, user documentation and support.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Word
End-of-contract data extraction
The Service Management contract will include provisions for the removal of client data from the solution using the standard Microsoft data entity structures. Clients can then transform this information into whatever formats are required for other solutions to use.
End-of-contract process
The Service Management contract will include provisions that describe end of contract activities

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Microsoft provide a mobile application for iOS (10+), Android (4.4+) and Windows (10+) which can be configured to provide access to records within D365CE. D365 can also be accessed within the web browser on the phone with a reduced service available (i.e. no support for pinch and zoom, reports).
Service interface
Yes
Description of service interface
As below
Accessibility standards
WCAG 2.1 A
Accessibility testing
Microsoft is a major software and cloud-services provider to states and governments around the world, it is committed to complying with all relevant international standards and compliance controls. By adhering to these wide-ranging accessibility standards, Microsoft ensures that all customers—both inside and outside of government—can use Microsoft services and products.
API
Yes
What users can and can't do using the API
All functionality is available within an API, what individual users can perform is controlled by what their permissions are set to within D365CE.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
All functionality is available within an API, what individual users can perform is controlled by what their permissions are set to within D365CE.

Scaling

Independence of resources
N/A

Analytics

Service usage metrics
Yes
Metrics types
The Service Management contract entered into by the client will provide details of service metrics applicable to the solution.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft D365 Customer Engagement licences

Staff security

Staff security clearance
Other security clearance
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
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
Other
Other data at rest protection approach
Provided by Microsoft as part of the Azure data hosting
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data import and export is managed through the out of the box data import wizard and advanced find export to excel functionality that are supplied as standard with the solution
Data export formats
Other
Other data export formats
Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • Compressed (zip)
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Certificate Authority wildcards on external facing traffic
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Implementation of Active Directory Certificate Services on internal traffic

Availability and resilience

Guaranteed availability
Availability and resilience service levels are derived directly from the underlying Microsoft Azure Cloud service.
Approach to resilience
The approach to reporting outages is derived directly from the underlying Microsoft Azure Cloud service.
Outage reporting
The Azure platform offers real time dashboards and email notifications to interested parties on their service outages.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
This is fully configurable identity and access management. Role based access controls restrict access to named users only
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Independently audited at 6 months by external accreditation body.
ISO/IEC 27001 accreditation date
2002
What the ISO/IEC 27001 doesn’t cover
The scope statement for our ISO certificate reads: ‘The protection of information in relation to the provision of professional services to KPMG clients. This includes all client-facing business units that use KPMG’s centrally managed information systems and processes
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
KPMG holds the Cyber Essentials certificate.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request
Incident management type
Supplier-defined controls
Incident management approach
KPMG defined controls are applied. However these can be varied to suit specific client requirements by agreement. Such tailored non-standard services may attract additional cost. We can provide details upon request

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

Pricing

Price
£400 to £2460 per person per day
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Provides the majority of services available within D365 for trial purposes, some for example Resource Scheduling Optimisation are only available within a paid licenses.
Link to free trial
https://trials.dynamics.com/

Service documents

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