M-HANCE GROUP LIMITED

Microsoft Dynamics 365 Customer Engagement (CRM) Consultancy

The m-hance team of dedicated, UK-based Microsoft Dynamics 365 Customer Engagement (CRM) consultants provide a wide range of services and project delivery, including: requirements analysis to help understand your needs; ‘proof of concept’ to visualise the benefits; configuration, deployment and training of the finished Microsoft Dynamics 365 solution; ongoing support.

Features

  • Requirements analysis, business case creation and Proof of Concept
  • Detailed discovery workshops and solution design
  • Microsoft Dynamics 365 Customer Engagement (CRM) configuration
  • Microsoft Dynamics 365 Customer Engagement integration with other systems
  • Solution testing, UAT, deployment and Go-Live Support
  • Training, including user training; "train the trainer"; administration; configuration
  • Migration to Dynamics 365 Online from On-Premises or other systems
  • Project Service, Field Service and Power Platform
  • Web portal self-service, digital marketing, social media analysis and Azure
  • Digital transformation, including engagement in organisational change and user adoption

Benefits

  • Strategic engagement on CRM across your business / organisation
  • Ensuring best practice approach to cloud CRM solution design
  • Agile project methodology to help realise CRM benefit rapidly
  • Microsoft Dynamics 365 Customer Engagement (CRM) tailored to your needs
  • Utilising 'best of breed' add-on components to maximise ROI
  • Additional expertise in Azure, ERP, SharePoint and Office 365
  • Experienced in managing cloud-hosted solutions and software lifecycle management
  • User adoption strategies to help ensure CRM take-up and success
  • Experienced, accredited consultants, BPSS-cleared, directly fully-employed by m-hance and UK-based
  • Microsoft Dynamics CRM Gold Partner since CRM v1 in 2003

Pricing

£900 to £900 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

2 8 5 7 8 8 9 8 0 0 3 9 7 5 8

Contact

M-HANCE GROUP LIMITED

David Mannion

0330 777 1950

david.mannion@m-hance.com

Planning

Planning service
Yes
How the planning service works
M-hance take a holistic approach to planning the implementation of Microsoft Dynamics 365 Customer Engagement (CRM).

This takes into account the strategic and functional needs of each customer, reviewing all potential options before collaboratively arriving at the best solution.

Microsoft Dynamics 365 Customer Engagement Online is provided as a fully managed Software as a Service (SaaS) from Microsoft in Government-accredited UK datacentres.

Alternatively, Microsoft Dynamics 365 Customer Engagement can be deployed into Platform as a Service (PaaS) or Infrastructure as a Service (IaaS) environments, typically Azure.

Understanding the implications of these options from a strategic, budgetary, technical, dependency and functional point of view is a crucial role undertaken by m-hance solution architects and consultants.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Dynamics 365 Customer Engagement
  • Microsoft Dynamics CRM (legacy versions)
  • Microsoft SharePoint
  • Microsoft Office 365
  • Microsoft Azure
  • Amazon Web Services

Training

Training service provided
Yes
How the training service works
M-hance recommends a “train-the-trainer” approach to end-user training, with tailored training delivered to a number of “super-users” to then disseminate within the organisation. This has numerous benefits, including being cost-effective, providing detailed knowledge transfer to the super-users, and enabling greater self-sufficiency. End-user training is delivered (by the super-users) in a more holistic manner and can be repeated when needed, for example with new starters.

Training will also cover key areas of system administration, configuration and client installations.

However, if required, m-hance consultants can provide full end-user training onsite. In these instances, an agreed schedule is developed so that all users are given the necessary training in line with their job roles and their availability.

Training is typically provided by consultants from the consultancy team who have worked on the project.
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Dynamics 365 Customer Engagement (CRM)
  • Microsoft SharePoint

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Migration from Microsoft Dynamics CRM / 365 Customer Engagement On-Premise (including Private Cloud) to Microsoft Dynamics 365 Customer Engagement Online. Includes solution evaluation, remediation and migration, as well as data migration.

Migration of non-Microsoft CRM systems to Dynamics 365 Customer Engagement Online is also available.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Dynamics 365 Customer Engagement
  • Microsoft Dynamics CRM (legacy versions)
  • Microsoft SharePoint
  • Microsoft Office 365
  • Microsoft Azure

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
M-hance operates a robust testing methodology that involves multiple rounds of unit and internal testing before releasing to a customer Non-Production environment for User Acceptance Testing (UAT).

Non-Production environment mirrors the set-up of the Production (live) environment to enable realistic performance testing.

m-hance provide support, guidance and hands-on assistance with UAT. This can include training; helping to design UAT protocols and test scripts; supervising UAT; reviewing UAT output and making changes following UAT.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design
  • Security audit services
  • Other
Other security services
Security strategy, design and implementation in relation to Dynamics 365.

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works
M-hance offer a complete range of support services for Microsoft Dynamics 365 and SharePoint, tailored to the needs of each customer.

m-hance operates a UK-based helpdesk that is one of the largest Microsoft Dynamics support operations in Europe. Our range of specialist support engineers are on-hand to provide primarily remote assistance for all elements of the solution.

Support services can range from second line application-only support (typical of a SaaS implementation, where "platform" support is provided by Microsoft), to a fully managed service in an Azure or other cloud environment.

Service scope

Service constraints
Consultancy services are based on a daily rate per consultant and delivered on a time and materials basis, working to an agile project methodology.

Helpdesk support is provided remotely by our UK-based team, with on-site support available at our consultancy day rate.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Helpdesk Support responses vary depending on the priority / severity of the issue / request. Please see the attached Service Description document for details of response times and Service Level Agreement (SLA).
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
Support levels
Support services and levels are tailored to the needs of the customer.

For Microsoft Dynamics 365 Service Level Agreement Online and SharePoint Online (SaaS version), support is typically second line application support and managed escalation to Microsoft for platform issues.

Helpdesk Support pricing is determined by the nature and scope of the solution(s) being supported.

m-hance provide a named account manager and direct contact with the specialist team of CRM and SharePoint support engineers.

Please see the Service Description document for full details.

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£900 to £900 per person per day
Discount for educational organisations
Yes

Service documents

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