XRM Technologies

Microsoft Dynamics 365/CRM Implementation and consultancy service

xRM Technologies offers the complete range of professional services, tailored for the delivery of Microsoft Dynamics 365 portal, Adxstudio and associated technologies. The end solution offers a rich self serve experience that supports your OMNI channel for customer interaction.

Features

  • Microsoft Dynamics 365/CRM implementation using core module
  • Dynamics 365/CRM Field Service
  • Dynamics 365/Project Service Automation
  • ClickDimensions Marketing Automation for Microsoft Dynamics 365
  • Microsoft (SaaS) Software as a Service
  • Azure cloud deployment or self hosted option is available
  • Contact centre solution using Unified Service Desk (USD)
  • Enterprise Integration services
  • OMNI (Multichannel) support for web, social, chat, email, telephone
  • Online self serve solutions with rich user experience

Benefits

  • Mobile, tablet and multiple browser supported
  • Extensive experience in implementing Dynamics CRM from version4
  • Customer service implementation with OMNI channel
  • Custom authentication with SSO
  • Reduce cost to support with minimised bespoke development
  • Streamline business processes with powerful back office integration
  • Supports to different approach of Integration patterns
  • Azure Cloud service integration
  • BI capability with PowerBI
  • SharePoint and Office 365 Integration

Pricing

£450 to £1100 per person per day

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 2 4 3 8 8 1 5 3 0 4 1 0 3 1

Contact

XRM Technologies

Bhautik Desai

+44 (0)203 824 2427

bhautik@xrm-tech.com

Service scope

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 Dynamics 365 portal
Dynamics 365
Dynamics CRM 2015
Dynamics CRM 2016
Adxstudio
CRM Portals
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints NA
System requirements Dynamics CRM or Dynamics 365

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard SLA
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), 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Depending on the requirement to be onsite we attend the onsite support request.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As a part of the implementation scope for training and documentation will be agreed.
We offers multiple training options including onsite training, training guide, documentation. Also we aim to provide the separate training for normal user and admin users.

As part of training documentation we also provides the "how to" videos on request.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The proposed solution will be based on online applications including SharePoint Online, Dynamics CRM, Visual studio Online (TFS) etc where we stores the documents and data. At the end of the contract we assign the ownership of all online applications to customer and make sure they have removed our access. Also, we make sure to remove any information, data, database and files from our system by end of the engagement
End-of-contract process We perform following activities at the end of the contract which will be based in time-material and agree with customer

*Sign off process including UAT report.
*Knowledge transfer and handover all solutions
*Exit meeting with all documentation handover
*Data and information removal process
*Make sure support process in place for the solution
*Handover the project execution reports including any Audit reports, Defects and resolutions report, development documents
*Training material and related documentation handover
*Commercial exists and paperwork
*Service Feedback

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The Dynamics 365 portal is supported on Phone, Tablet and Web browser. that means user will able to use the solution from any devices.
Depending on the phone devices and desktop browser the solution will available to use it
Service interface No
API No
Customisation available Yes
Description of customisation We use Dynamics 365 portal from Microsoft which is configurable and can be enhance further by development
https://www.microsoft.com/en-us/dynamics/crm-setup-and-administration/configure-a-dynamics-365-portal.aspx

Scaling

Scaling
Independence of resources The service tenant/database/account will be separate for each customer.

Also we have separate dedicated resources assign to each customer to give 100% attention and we make sure not to share the resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Service usage report will be available with limited information out the entire solution.
Also we can provide service usage from Dynamics CRM, Adxstudio logs and Azure cloud service.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach User will able to export the data using Advance Find feature/utility from Dynamics 365/Dynamics CRM.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability Our service is based on Dynamics CRM Online/Dynamics 365 online and CRM portal which will be hosted by Microsoft (Microsoft SaaS)

https://technet.microsoft.com/en-us/library/office-365-service-level-agreement.aspx

https://technet.microsoft.com/en-us/library/office-365-platform-service-description.aspx
Approach to resilience The proposed solution and services will be based on the Microsoft SaaS.

https://azure.microsoft.com/en-gb/overview/what-is-saas/
Outage reporting As part of proposed solution the email alert will be setup on Microsoft Office 365 service area to receive any service alert and maintenance related messages.

Any further report and dashboard for service report can be available on request.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels We have a system to manage the document and process with multiple roles to apply different level of restriction to different users. Each staff member/user have username password to login to the system and each user is setup with one or more specific role that will provide the access to the information which they are allowed to access.
Access restriction testing frequency Less than once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get 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 No
ISO 28000:2007 certification No
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 No
Security governance approach We are following the security standards as defined in ISO 27001 security guidelines and we are in the middle of processing the ISO/IEC 27001.
Information security policies and processes We have processes in place for following Information security policies. We arrange the regular audit to ensure the process and policies are followed.

• Authorized users of information systems
• Acceptable use of information systems
• Personal Information
• Information system Acceptable use policy
• Network password policy
• Network connection policy
• Software licensing policy
• E-mail usage policy

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We manage the requirements in Visual Studio online - team Services (Formally known as TFS) as Epic, stories, back long and Task.

For any change we maintain change request document which will have the references of requirement id from TFS. Each change request document needs to agree and sign off by customer to process ahead.
Using TFS online the change-set will be maintain along with the change request references.
TFS online use the online secure authentication where individual user will able to login using secure password and maintain the requirements and change request.
Vulnerability management type Undisclosed
Vulnerability management approach Vulnerability management process consists of five phases:
Preparation, Vulnerability scan, Define re-mediating actions, Implement actions and Re-scan

As an Implement action phase we deploy the patch/fixes with the backup and rollback plans. Also we make sure to deploy the patch first on non-production environment and once its quickly tested the we rollout to production environment.

As a Re-scan process we test the patch/fixes on non production and production environment
Protective monitoring type Undisclosed
Protective monitoring approach NA
Incident management type Supplier-defined controls
Incident management approach We maintain the Incident management register to capture the detail and each action for taken for incident.

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 £450 to £1100 per person per day
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Trial instance of Dynamics 365 - Sales, Service and Operations
Trial Instance of CRM Portal (Adxstudio)

Service documents

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