Welfare-Rights CRM is a fully integrated enterprise cloud management software solution for managing Welfare Rights, Benefits Advice and Money Advice Products.
Covering the full flow of any business, from enquiry to customer account management, Welfare-Rights CRM is perfect for any small, medium or large organisation.
- Electronic Signature Module
- Third Party integration with VoIP PBX and Diallers Solutions
- Full Prospect & Lead Management Module
- Full Customer Relationship CRM functionality
- Prospect, Customer, Staff, Contractor Diary Management
- Full Resource, Workflow, and Activity Process Management
- Advanced Sales & Purchasing Financial Module
- Flexible Multiple Market & Product Types
- Intelligent Bulk Processing of Workflow Activities
- Built-in Send & Receive SMS, Email Modules including Marketing
- Business Flexibility and work from anywhere Mobility
- Reduced capital expenditure due to lower cost of ownership
- Simplified system maintenance with automatic software upgrades
- High availability business continuity and disaster recovery
- Advanced IT Cloud Security and Data Protection
- Better staff resource management increasing Competitiveness
- Environmentally Friendly
£30 to £50 per licence per month
- Education pricing available
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Our service is fully scalable, and all maintenance is managed project specifically to ensure service availability to meet each customers needs|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
During normal business hours response times vary subject to triage.
1 Working Hour - RED - Business Critical
4 Working Hours - AMBER - Work around
8 Working Hours - GREEN - None Critical
On-call hours subject to pre-agreement
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Onsite support|
We offer standard UK business hours support within our standard licencing subscription service.
Users will have direct access to our 1st Line Support Team.
Each customer is assigned a dedicated Client Manager.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||The provide a consultative implementation which includes, onsite training, documentation, remote training sessions and sandbox walk through.|
|End-of-contract data extraction||BrightOffice provide a copy of the specific system Database as well as all documents generated and files upload and attached to records.|
Included within the price of the contract is the provision of the final database and attached documents & files.
For large data volumes, the customer must provide to BrightOffice their own storage device to enable this service to be carried out.
BrightOffice will then return the device to the customer.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
Our application works user the standard smartphone browsers in full window format in the same way as a tablet or desktop browser.
Our service also has smartphone application for specific
|Accessibility standards||None or don’t know|
|Description of accessibility||
Our service is only available via the User Login interface within the web browser and our dedicated Mobile application.
In both cases users will be required to enter their username & password, and may also be subject to IP authentication.
The interface also ensures any user day/time restrictions are checked to ensure user has permission to connect at that time.
|Accessibility testing||Our log in interface is tested vigorously for threats, and we have a strict strong password requirements which require the user of special characters, Case Sensitive and numbers. We also protect against brute force attacks.|
|What users can and can't do using the API||Primary Prospect, customer, questionnaire, case, job records can be created and updated via XML.|
|API documentation formats|
|API sandbox or test environment||Yes|
|Description of customisation||Users with Administration rights can update properties, settings, data tables, Document, Email & SMS templates, triggers, workflows, users, permissions.|
|Independence of resources||
Each customer has their own database, application pools and allocated hardware resources assigned.
Users within the same customer will be controlled by permissions, and roles limiting and controlling their accessibility.
All fundamental bulk data reporting, importing, updates or processing are managed carefully and can also have restrictions applied based on day/time and number of records.
|Service usage metrics||Yes|
BrightOffice can provide the user there own data in both user grids for access, and also report on activities.
On request BrightOffice can provide headline reporting showing global access, activities and other specific KPI data.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Supplier-defined controls|
|Penetration testing frequency||Less than once a year|
|Penetration testing approach||In-house|
|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 export approach||All exports of data are carried out in the form of reporting which are then converted to Microsoft Excel.|
|Data export formats||Other|
|Other data export formats||Microsoft Excel|
|Data import formats||Other|
|Other data import formats||Microsoft Excel|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
We have 3 levels of SLA
RED - Business Critical Issues - 1 Hour Response
AMBER - - 4 Hour Response
GREEN - 8 Hour Response
|Approach to resilience||Available on Request|
|Outage reporting||All Service outage is reported by email and SMS directly to our Technical team for immediate action. In the event that clients need to be informed this is done via automatic email, and in some cases direct SMS & telephone communication.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Option for approved IP address, day/time restrictions permissions|
|Access restrictions in management interfaces and support channels||
Users are restricted within a "Company Settings" area, where this enables user profiles to be created with varying levels of user access. From basic call centre agents with full DPA restrictions to full administrator access which enables customer properties changes.
Our support teams have procedures to only take change requests from Pre-Approved customer CRM administrators.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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 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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
The Governance is structured from the top down and is set by the Directors of the company.
The Governance comes in the form of strict policies and procedures which ensure that our services are secure, and controlled in a consistent and effective manner.
All change management of these procedures are strictly controlled by the directors, monitored and fully audited by the senior management team.
|Information security policies and processes||Procedures are used within our technical team, which are managed and monitored by our software manager, and audited by our Software Director.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
As we only maintain a single framework with multiple application modes, we have developed our configuration and change management process over many years, and are able to replicate this process for all our existing and new customers.
All configuration and infrastructure changes are tested on sandbox and then written into our procedures to enable full visibility, monitoring and audit.
|Vulnerability management type||Undisclosed|
|Vulnerability management approach||
We have full sandbox systems for all application modes, and all versions and patches are tested within this environment prior to release.
We have our own dedicated development team and we have the autonomy to be able to deploy patches on a ad-hoc basis should the need arise.
We have full datacentre monitoring tools to help identify threats such as brute force attacks etc, and we also ensure all feedback from customers are actioned.
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||In the event of a potential threat we carry out a risk assessment, and deploy the necessary resources to start to resolve the threat. This response can be immediate, and all patches would be tested and released as a matter of utmost priority.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
We can receive incident reports via telephone, email & SMS.
All incidents are recorded by our support team, verified and tasks created.
Response times are based on Triage RED/AMBER/GREEN and Resolutions can either be resolved by the 1st Line Support Team, 2nd Line Technical or in the event of bugs our 3rd Line Development Team.
Incident reports are available on request to customers.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£30 to £50 per licence per month|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|