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.

Features

  • 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

Benefits

  • 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

Pricing

£250 to £5000 per unit per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 5 5 6 8 3 0 1 9 4 6 9 8 2 6

Contact

apto solutions limited

Simon Eastwood

+44 (0) 8452263351

simon.eastwood@aptosolutions.co.uk

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

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

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

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
API
Yes
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.

Scaling

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

Analytics

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

Resellers

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

Staff security

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

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 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 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

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

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

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

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

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

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

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

Connection to public sector networks
No

Pricing

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

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