apto solutions limited

Apto Customer Communication Management, Correspondence Creation

ACCM is a solution for generating dynamic, professional documents, for communication with your customers and suppliers across all communication channels. It enables complete control of outgoing correspondence integrating with your ERP, CRM and other systems you may have.


  • Browser Based Adaptive interface for communications creation
  • Multi Channel output
  • Easy Data & System Integration for legacy systems
  • Business User Author & Publish not developers
  • Full Business Process Management & Publish Workflow
  • GDS Template Ready & Compliant for Digital Services
  • Multiple Cloud Deployment options
  • Easily Integrated with all Data Sources


  • Complete control over written communication from one place
  • Easy to use for trained users to control communication
  • Easy to use for business users to send communication
  • Digital by Default Ready for complex Government Digital Services
  • Total control over all correspondence paper and digital
  • Delivers correspondence from multiple systems
  • Lower cost of service delivery for multiple services
  • Infinitely Scalable


£250 to £5000 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11


apto solutions limited

Jeremy Hawkey

+44 (0) 8452263351


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 ERP, CRM, CxM, Campaign and Marketing Software, Case Management
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints No
System requirements Web Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Dependent on the SLA and severity of the incident
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 0900 -1800 Monday to Friday excluding UK public holidays. 24/7 available on request.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started From the customer defining a ‘correspondence’ project for onboarding which is driven by the complexity sought in the correspondence, channels and quantity. At the lower end a simple template, can be specified, built, tested and deployed within a day. Self service aspect of this service is up the point of utilizing supplied toolsets to specify eforms, and thereafter the service will create, deploy and manage the correspondence.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction If the data persists in this service we supply free of chrage an SQL csv extract, name value pair, XML etc dependent on the persistence used.
End-of-contract process Correspondence management service tools, to create HTML adaptive correspondence, business process management processes and deploy to your service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Service interface No
What users can and can't do using the API RESTful, SOAP available older versions & Synthetics API's via Robotics
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Look and feel of correspondence across different channels, workflow for permissions and user management of what can be sent, authored by whom. The Business Process Management tooling offers customised business process mapping. ACCM offers full communications management with easy integration to systems that data is required to populate this communication.


Independence of resources We monitor our platform service automatically and load balance accordingly.


Service usage metrics Yes
Metrics types There are full audit trails for all user activity and system logs.
Reporting types API access


Supplier type Reseller providing extra features and support
Organisation whose services are being resold DocOrigin, Adobe, Quadient, Appian

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 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 Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach .csv, XML, JSON, .tsv or DB extract
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • XML
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability We have different SLA's for different levels of service selected. That service level dictates the availablity percentage, the tolerances and subsequently the service credit. Service credits are applied only to future service payments.
Approach to resilience Available on request.
Outage reporting Email Alerts & Customer Support Portal

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels The service can integrate with existing authentication systems or uses groups and user permissions for access to particular functionality of the service.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
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 QAS International
ISO/IEC 27001 accreditation date 14/04/2015
What the ISO/IEC 27001 doesn’t cover N/A
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes This is documented as part of our ISO27001 policies and processes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes to services and features follow our documented configuration and change management policy.
Vulnerability management type Supplier-defined controls
Vulnerability management approach As part of our ISO27001 policies and processes we follow a number policies to prevent, assess, log, manage and eradicate vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have processes that continually review our monitoring devices, logs, processes, usage, application metrics, unauthorised connection attempts, attacks and so on. We also use tools such as Splunk for SOC.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined ISO processes for incident management. Users report incidents through our helpdesk, using an incident management form. We provide incident management reports in a standard format as per our policy.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £250 to £5000 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A correspondence sample of your choice, demonstrated in our service container. There is an optional limited time period negotiated at the time for demonstration to other stakeholders.

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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