FlexRM Limited

Microsoft Dynamics 365 For Customer Service

Microsoft Silver partners providing business analysis, development, training, consultancy, implementation and support for Dynamics 365. Microsoft Dynamics 365 specialists and licensing provider.

Features

  • Customer Service Management for Public Sector
  • Customer Portal Capability
  • Apps for Windows, Apple and Android devices
  • Extension to Office 365
  • Power BI Integration
  • SSRS Reports using Fetch XML
  • App for Microsoft Outlook

Benefits

  • Guide agents to optimal outcomes
  • Manage any relationship and process
  • Actionable insights through real-time reporting using Power BI dashboards
  • Familiar and intuitive user interface
  • Office 365, Skype for Business, SharePoint, Power BI Intergation
  • Flexible architecture, deployment options and pricing
  • 360-degree view of customers
  • Scalable, implement functionality when required
  • Resolve issues with predictive care
  • Data secure and compliant including GDPR

Pricing

£750 to £750 per person per day

Service documents

G-Cloud 11

219232329063097

FlexRM Limited

Steven Madden

+44(0)203 764 6732

steven.madden@flexrm.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints NA
System requirements
  • 1.9GHz x86/x64-bit dual core processor with SSE2 instruction set (Minimum)
  • 3.3(+)GHz 64-bit dual core processor with SSE2 instruction set (Recommended)
  • Memory-2-GB RAM(Minimum) - 4-GB RAM or more (Recommended)
  • Display-Super VGA with a resolution of 1024 x 768
  • Bandwidth greater than 50 KBps (400 kbps)
  • Latency under 150 ms
  • TLS 1.2

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Critical:
We shall respond within two office hours and use its reasonable endeavours to fix the fault concerned within two working hours.

Serious:
We shall use its reasonable endeavours to respond within two office hours and to fix the fault concerned as fast as possible and in any event within four office hours.

Moderate:
We shall use its reasonable endeavours to respond within two office hours and to fix within one Business Day.

Minor:
We shall respond twithin two office hours and shall fix the fault within 6 months
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 No
Onsite support Yes, at extra cost
Support levels FlexRM offer 2 different options for support packages. Blocks of days can be purchased which can be used for Consultancy, Training and Support. As cases are raised time is deducted from the support block. A traditional support agreement is also available and this is calculated on a case by case basis depending on the complexity of the project.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started FlexRM's methodology is detailed below:
Discovery & Audit - We run a series of surveys, stakeholder interviews & workshops to truly understand your business and how your CRM investment will help support & accelerate your broader business goals
Show & Tell - Super users within the business can input as the product develops
Project Management - We adopt an agile project management style in our implementation ensuring we are in contact with key end users throughout the development adapting to new requirements as needed
Testing & Optimisation - We provide a robust testing environment to QA your MS Dynamics instance to help ensure complete assurance and identify features which could be optimised before delivery
Delivery & On-going Support - We offer on-going support of your CRM
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats DOCX
End-of-contract data extraction Data is saved in Microsoft data centers and a SQL back-up can be requested or data can be extracted using a number of different tools including native functionality to export data to Excel.
End-of-contract process End of contract scenarios are discussed with the customer and agreed before commencing the project.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile apps can be downloaded for Windows, Android and Apple devices. Different aspects of the system can be exposed to the mobile applications from a central point and click management tool from with the software.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Dynamics 365 is committed to inclusive design and accessible products and content that boost every user's productivity. The page below details accessibility content for Dynamics 365 apps, add-ins and other resources:
https://docs.microsoft.com/en-gb/dynamics365/get-started/accessibility
For example, learn about keyboard shortcuts, screen readers, and high-contrast settings. Microsoft publish information around their accessibility standards here https://www.microsoft.com/en-us/accessibility
API Yes
What users can and can't do using the API The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.

More information can be found here https://msdn.microsoft.com/en-gb/library/mt593051.aspx
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Microsoft Dynamics 365 is highly configurable and customisable. A vast amount of changes can be made using point and click configuration through the in-built management tool.

Further customisations and extensions can be built using the API, .Net code or Microsoft Flow.

Scaling

Scaling
Independence of resources Dynamics 365 is hosted by Microsoft in their data centres. Microsoft balance the load of customers within a scale group. A scale group is a collection of servers (database, application and web servers). Organisations are dynamically balanced across scale groups so that performance is consistent.

Analytics

Analytics
Service usage metrics Yes
Metrics types Organisation Insights for Dynamics 365 provides important adoption and usage metrics for your Dynamics 365 organisation, and tools to help you stay ahead of performance and support issues. More information can be found in the link below:

https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.04931187-431c-415d-8777-f7f482ba8095?tab=Overview
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 3.0)
Penetration testing frequency Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type 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 importing and exporting
Data export approach Microsoft Dynamics 365 provides functionality to allow users (with the appropriate permissions) to export data directly from the software into Microsoft Excel or Microsoft Excel Online. Data can also be exported using the data export service.
Data export formats
  • CSV
  • Other
Other data export formats
  • Microsoft Excel
  • Microsoft Word
  • PDF
  • Microsoft PowerPoint
  • TXT
Data import formats
  • CSV
  • Other
Other data import formats
  • Microsoft Excel
  • TXT
  • Direction Connection Through SSIS

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • 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

Availability and resilience

Availability and resilience
Guaranteed availability The monthly service level agreement is 99.9%, More information can be found at:

http://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37

Microsoft provides this SLA subject to the terms and conditions below, which will be fixed for the duration of the initial term of the Service subscription. If a Service subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. Customers can review the current SLA for the Service by visiting:
http://go.microsoft.com/fwlink/?LinkID=196557&clcid=0x409.

Further details can be found at:
https://port.crm.dynamics.com/portal/static/1033/sla.htm
http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11675
Approach to resilience Information can be found at http://aka.ms/Office365DR
Outage reporting Outages are displayed through Microsoft Office 365 service availability dashboard and customers can also sign up to email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Microsoft Dynamics 365 supports three security models for authentication: claims-based authentication, Active Directory authentication, and OAuth 2.0. The type of authentication used depends on the type of deployment your application is accessing, Microsoft Dynamics 365 (online) or Microsoft Dynamics 365, and if your application is using the Web API or the Organization Service.

In addition to using the correct security model, applications must establish a communication channel with the Microsoft Dynamics 365 web services on the target deployment. The Microsoft Dynamics 365 SDK run-time assemblies use Windows Communication Foundation (WCF) technology to establish this communication channel.
Access restrictions in management interfaces and support channels Office 365 and Dynamics 365 has predefined and customisable administrator roles that you can assign to users in your organization.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 15/11/2016
What the ISO/IEC 27001 doesn’t cover None
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 20/06/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security certifications Yes
Any other security certifications
  • SOC 1
  • SOC 2
  • ISO/IEC 27001
  • ISO/IEC 27018
  • HIPAA/HITECH

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach FlexRM solutions are built on Microsoft Cloud Services which in turn comply to ISO/IEC 27001 and CSA CCM v3.0.
Information security policies and processes FlexRM have Information Security and Data Protection policies which are available on request. Our induction and training methods ensure policies are followed.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Microsoft follow a documented change management process as audited by Deloitte & Touche LLP. A sample of this can be seen below.

CA-18- All changes to the Dynamics 365 environment follow document change management procedures and are tracked in a change management database.

CA-19- Key stakeholders approve major and minor changes prior to release into production.

CA20- Emergency changes to production environment follow the emergency change approval process
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Both internal-trusted and external-untrusted network and system scanning are performed to check patch compliance and exposure to known technical vulnerabilities. Dynamics 365 has established recurring processes to review scan results produced by both Azure and Dynamics 365 and remediate any identified non-compliance or vulnerabilities. Dynamics 365 is notified by the Cyber Defence Operations Centre (CDOC) team upon identification of technical vulnerabilities associated with Dynamics 365 assets using the Microsoft Security Response Centre (MSRC) and other security forums; this includes the notification of the latest patches released.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacentre edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached, or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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 Microsoft has developed robust processes to facilitate a coordinated response to incidents.
•Identification – System and security alerts may be harvested, correlated, and analysed.
•Containment – The escalation team evaluates the scope and impact of an incident.
•Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred.
•Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.
•Lessons Learned – Each security incident is analysed to protect against future reoccurrence.

More information http://aka.ms/Office365SIM

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £750 to £750 per person per day
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We can provide a Dynamics 365 instance for a free 30 day trial.
Link to free trial https://www.flexrm.co.uk/d365-trial/

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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