Orlo

Live Chat Software

Orlo (SocialSignIn) enables hundreds of leading public sector organisations to create powerful customer experiences and communications that influence behaviour.

Orlo consists of customer service, marketing, media monitoring and reporting modules - bringing together departments to work from a single system.

Features

  • Assign Messages, add notes and tag
  • Enable Agent permissions for specific Live Chat widgets
  • Performance dashboard and suite of analytical reports
  • Granular permissions and customisation
  • Optional* CRM intergration via partner API / Live-chat
  • Unified Inbox integrates Live chat with other digital channels
  • Ability to automatically push messages to agents
  • Template and automatically suggested responses
  • Customise Live Chat with your branding
  • Send and receive files

Benefits

  • Quickly resolve website queries in the same channel
  • Prioritize messages, brand management and customer response
  • Free and unlimited performance reports - instant, visual evaluation
  • Channel-shift enquiries to Live Chat with Proven ROI
  • Help your users when they need it
  • UK company, UK in-house support, UK data storage
  • Analyse historic chats with tagging and sentiment
  • Quick assign send messages to colleagues in real time
  • View CRM data alongside chats
  • Reduce training requirements. One tool for all key digital channels

Pricing

£11.50 to £23 per user per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 0 6 1 5 2 0 9 3 5 4 6 7 0 6

Contact

Orlo

Richard Davies

0121 368 1420

richard.davies@orlo.tech

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements
  • Browser
  • Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our help desk maintains cover from 8:30am to 5pm Monday to Friday for day to day issues. This includes
“Live chat” - which you’re expected to get a response within 3 hours
Support Email - We will answer or get back to your email within 4 hours

For issues outside of these hours that are Urgent Problems, a number will be provided to reach an on call member of the support team who will be available to help resolve your issues.
Please note we we outperform this Service Level Agreement
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Accessible through an in app icon
Messages can contain file attachments (images, video etc.)
Web chat accessibility testing Testing is done by users on an adhoc basis and we do not employ any assistive technology to do this
Onsite support Yes, at extra cost
Support levels Onsite training and support is optional and delivered at a cost of £1,200 per day + vat

Online training is free of charge, available to all Orlo users and is unlimited. Training is hosted via webinar and can be held in group or individual sessions.

Live-chat - We free provide in-app live-chat for all users of SocialSignIn. Here you can chat with our in-house specialist team in Birmingham. 5 days a week 8:30am - 5pm
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started One day onsite training is built into launch
Unlimited Online Training
Full documentation is provided
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Client can simply download all data to their own servers at the end of the contract.
End-of-contract process There are no costs for off-boarding

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
  • Android
  • IOS
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our mobile app is downloadable free from the Google Play Store: https://play.google.com/store/apps/details?id=uk.co.socialsignin&hl=en_GB
Amongst others we work with police and emergency services, these clients have helped us finetune our mobile app to be operationally efficient and purposeful. The mobile app provides the core functionality of the desktop version and has been specifically designed and optimised for use and operation on Andriod and Apple devices. It is well regarded and hevaily used by our clients.
Service interface No
API Yes
What users can and can't do using the API What can it do:
Our API can be used to talk to almost any CRM securely and easily updating them on any messages. We are also able to pull data from CRM’s back in to Orlo. Orlo API can also be used for building “call queues” for agents working on multiple channels. There is documentation and technical engineers available to guide you through this.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation What can it do: Our API can be used to talk to almost any CRM securely and easily updating them on any messages. We are also able to pull data from CRM’s back in to Orlo. Orlo API can also be used for building “call queues” for agents working on multiple channels. There is documentation and technical engineers available to guide you through this.

Customisation of which data fields are visible and to which users is customisable.

fltering of data within the platform can be done by any user: say fro example if that user wanted to filter their inbox to find all private messages, a pre-set could be name for that user to user again.

Page templates can be created in Orlo so as for certain users to work in a defined framework. Admins can 'create' customised pages within Orlo to customise your dashboard to the way you work.

Scaling

Scaling
Independence of resources We provide a high level of in house customer service. As our company has grown we have recruited talent to add to our teams to continue that level of support to all our clients. We continue to assess response times (currently 1 minute for our live-chat support) as well as phone and email support and aim to continue the high standard as our business scales and user numbers grow.

Analytics

Analytics
Service usage metrics Yes
Metrics types Performance Dashboard and a suite of reports
Workflows and audit trails
Free and unlimited reports downloadable in a singe click
Reports can be sent to inbox also
sentiment analysis
performance metrics
pdf and xl formats
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
User control over data storage and processing locations No
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with another standard
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 Data can be downloaded into CSV or PDF files
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Uptime SLA
SocialSignIn will provide a Monthly Uptime Percentage greater than 99%. The Uptime SLAdoes not apply to any performance issues: (i) caused by factors outside of SocialSignIn’s reasonable control; (ii) that resulted from any actions or inactions of you or any third parties.

Help Desk
Our help desk maintains cover from 8:30am to 5pm for day to day issues. This includes
● “Live chat” - which you’re expected to get a response within 3 hours
● Support Email - We will answer or get back to your email within 4 hours
● Telephone - We will answer or get back to your message within 4 hours

For issues outside of these hours that are Urgent Problems, a number will be provided to reach an on call member of the support team who will be available to help resolve your issues.
Approach to resilience We maintain for the separate areas

Application Servers (implements requests)
There are no less than 4 of these running at any one time. Each request is sent to the server with the best uptime.

Data servers
Relational DB servers have both failover and backups taken daily. Recovery plans are rehearsed.
Large Storage DB servers have at least 4 servers in the cluster and data is backed up across at least 2 different servers at any one time. Backups and recovery plans are carried out often.

Heavy lifting servers that carry out tasks and jobs in the background are run on systems that allow them to go up and down as and when.
Outage reporting We offer alerts and public dashboard.
In the unlikely case of an outtage we will let admins know of this via email alets straight away.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels We provide two factor authentification to our clients.
Granular permissions for each user can be set by administrators to enable or disable account access and/or user rights.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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 receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

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 currently undergoing ISO27001 certification and will obtain this within 2019.

The protection of our clients’ data is at the heart of our business. We have a strong culture of compliance, which is embedded within our software, systems and processes.

Our personnel are trained to understand the importance of data protection and to apply its principles.

We have a designated privacy officer to guide our business on compliance and have specialist external advisers that we can call on for additional support.

Compliance is monitored through various activities, including internal auditing and analysis of incidents.
Information security policies and processes Our CTO Ben Nimmo is our chief security officer. In the case of any security issue he is the person charged with remedy of any issue. Ben is office based in Birmingham and otherwise is available via mobile.

We hold a strict set of employees who have access directly to the data, passwords, servers and databases. They report directly to the board level security advisor and work directly for the company for over 6 months.

All code is managed and deployed through a system that both tracks and audits all code and the developers actions. This is reviewed by senior developers.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All of our components and their iterations are tracked in a version control system called "Git". Before deploying to live code base, they are internally tested for security problems, code reviewed by a alternative developer, tested and then released.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The company subscribes and maintains a list of sources of which threats are released. These are reviewed by high-level administrators on release, and then the recommendations reviewed by the board level security officer to the severity and applicability to our service. High-risk exploits are patched same day to ensure highest level of confidence in our data.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All events are logged on all of our servers and sent to a remote server, these are reviewed via alerts triggered in near real-time based on suspicious activity or different activity based on history by senior administrators and the team. These alerts are discussed within 1 hour of receiving them and investigated depending on the severity.
Incident management type Supplier-defined controls
Incident management approach Once an incident been discovered, we have predefined processes that are carried out by the key members of staff skilled to deal with such an incident.

Our customer have a dedicated point of contact for all queries. Our support staff are both technical and knowledgeable of the processes and who to immediately report to.

We will provide regular updates and summaries after the incident via email to the relevant clients or on the public support desk.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £11.50 to £23 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Full use of platform for 2 week period for 5 users, we include a training session and support throughout the trail via livechat, phone and email from our HQ in Birmingham UK.

Service documents

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