Dotdigital

dotdigital Marketing Automation

dotdigital is an omnichannel marketing automation platform and services provider that already helps 4,000+ brands devise successful, personalized marketing campaigns across multiple channels (email, SMS, social, live chat, and more). Paired with its Microsoft Dynamics 365 CRM integration, marketers are able to deliver cohesive, end-to-end experiences that achieve results.

Features

  • Marketing program builder
  • Campaign editor
  • Dynamic content and A/B testing
  • Contact scoring
  • Audience segment builder
  • Marketing preference centre
  • Pages and forms
  • GDPR and consent management
  • Advanced reporting and data visualisation
  • Microsoft Dynamics 365 CRM integration

Benefits

  • Marketing automation made easy
  • Capture consent and grow your list with pages and forms
  • Create beautifully designed, personalized campaign content at scale
  • Increase engagement and achieve goals with channels subscribers really use
  • Seamlessly connect your most valuable systems including CRM
  • All the reporting tools required to optimise your next campaign
  • Regular feature releases mean you’re working in a future-proofed platform
  • Deliverability services that beat industry benchmarks
  • Excellent training and award-winning services delivered by passionate experts
  • 20+ years of serving brands and achieving success with them

Pricing

£294 a licence a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Dotdigital James Singleton
Telephone: +44 (0) 20 3953 4902
Email: james.singleton@dotdigital.com

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
Dotdigital offers fully supported integrations across both CRM and Commerce landscapes.
CRM integrations include, but are not limited to: Microsoft Dynamics 365 and Salesforce.
Commerce integrations include, but are not limited to: Magento, Shopify, and BigCommerce.
Other tech integrations include: Zapier, Microsoft Power Automate, Feefo, and many more.
Cloud deployment model
Public cloud
Service constraints
N/A
System requirements
  • Internet browser
  • Internet connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
The average live chat wait time is 1 minute 8 seconds.
The average call wait time is 19 seconds.
The average first response time for email is 5 hours and 48 minutes.
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
24 hours, 7 days a week
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
Web chat is accessible directly from the dotdigital website and also in-app.
Web chat accessibility testing
N/A
Onsite support
No
Support levels
At dotdigital, we offer: 1st line support, 2nd line support, 3rd line support, Advanced Technical Support (Development, Service Ops, DBAs), and other Support areas (Product Management, Deliverability, Customer Success, Fin Ops/Credit Control)

The movement of a work item through the support team is influenced by the nature of the query. With every effort being made to provide quick resolutions and limit escalations to other teams. Typically, our support team works 24/5 however 24/7 support is also available at an additional cost.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
To users get started, dotdigital provides all customers with access to a dedicated project manager, training, and a wealth of knowledge and guidance which is available in the extensive Help centre and Training Hub.

A simple account setup can be completed within a couple of weeks, however exact timescales will depend on the complexity of your account and the level of integration required. Upon signing your contract with us, you will receive an onboarding Scope of Works document, that sets out exactly what will be delivered to fulfil the service agreement between your business and dotdigital.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video
End-of-contract data extraction
Upon end of contract users can export their data via FTP or CSV. Alternatively, our Custom Technical Solution team can be engaged to export data in an alternative format based on client needs.
End-of-contract process
Where a Service Agreement is terminated by either party before the end of the Initial Term or then-current Renewal Term (except where terminated by the Client due to a material breach of these Terms by
dotdigital), all remaining Charges for the Initial Term or then-current Renewal Term (as applicable) shall be immediately payable.

Following termination: (a) dotdigital shall have no obligation to retain any Client data. If the Client wishes to export any data, it should do so prior to the effective date of termination. Where the Client requires dotdigital to export any data on its behalf a charge may be applied for this additional service; (b) the Client shall immediately cease using the Intellectual Property and the Materials; and (c) any provision
which expressly or by implication is intended to come into or remain in force on or after termination shall continue in full force and effect.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Dotdigital is a cloud-based marketing automation platform and provides a highly accessible, interface-led solution through which marketers can orchestrate their marketing campaigns from start to send. dotdigital was recently named 'easiest to use' mid-market provider in G2's Summer 2020 report.
Accessibility standards
None or don’t know
Description of accessibility
Dodigital offers a platform that is continuously developed with ease-of-use and accessibility in mind.

We offer a viridis accessible palette for our reporting, scalable text sizes, CAPTCHA alternatives where appropriate, and our forms tool can create accessible forms for blind or partially sighted respondents.
Accessibility testing
The viridis accessible palette for reporting and our forms builder were both assessed by the RNIB.
API
Yes
What users can and can't do using the API
The API is offered as both REST and SOAP and enables every primary in-app action to be done programmatically. Specifically, this includes the management of contacts, lists and segments, campaigns and templates, ‘from’ addresses, documents, images, marketing preferences, messaging, automation programs, and pages and forms. It also provides the ability to send transactional email (SMTP functionality is also included).
Find out more at developer.dotdigital.com.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customisations can vary from custom data fields, integration customisations, and additional permissions-based customisations to the user interface and feature access.

Scaling

Independence of resources
Dotdigital’s SaaS solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Performance and availability are monitored 24x7, with a dedicated Service Operations team able to quickly react to service degradation

Analytics

Service usage metrics
Yes
Metrics types
- Account report
- Campaign report
- Unsubscribe, bounce, and replies report
- Heatmap and link hotspot report
- ROI report
- SMS report
- Chat report
- Program report
- Product recommendation report
- Customer dashboard
- Retail dashboard
- Persona movement report
- Abandoned cart report
- Survey report
- Landing page report
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Dotdigital’s SaaS solutions are all hosted in high security, highly accredited facilities; employing a whole host of physical security measures such as 24x7 security, CCTV, biometric access control.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported in-app via CSV format, and also directly via the API.
Data export formats
  • CSV
  • Other
Other data export formats
JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • XLS

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
TLS 1.3 is supported; using SHA256 certificates.
Data protection within supplier network
Other
Other protection within supplier network
Dotdigital’s SaaS solutions are built upon cloud services where virtual machines are connected to a Virtual Network. A virtual network is a logical construct built on top of the physical network fabric. Each virtual network is isolated from all other virtual networks. This helps ensure that network traffic in one cloud customers deployment is not accessible to other customers.

Availability and resilience

Guaranteed availability
As per 2.3 of our standard terms (https://dotdigital.com/terms/), Services will be available with 98% uptime in any calendar month, excluding scheduled maintenance and emergency maintenance.
Approach to resilience
Dotdigital’s SaaS solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Data is replicated to a secondary facility within the same geographical region every 5 minutes; allowing for the recovery of services in the event of an outage at the primary facility.
Outage reporting
Customers can subscribe to service updates via email, SMS, RSS feeds at https://status.dotdigital.com/. Current service status is also shown on this page.

Historic uptime and performance metrics are available at uptime.dotdigital.com/

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Users will use their email address and a password (which is chosen by them on account creation) to authenticate. When logging in from a new device or browser, or for the first time in 30 days, the user will be asked to authorise the device by following a link in an email, or by entering a code sent via SMS to the users registered number; preventing account takeover from a compromised password.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
18/06/2020
What the ISO/IEC 27001 doesn’t cover
Office locations outside of the UK.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Plus
Information security policies and processes
Dotdigital has implemented a comprehensive Information Security Management System (ISMS); which includes the mandatory requirements of the ISO 27001 standard, as well as any additional policies and procedures that have been deemed necessary by the business.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Machines are built from approved images or scripts, with independent review of a sample of the machines as part of the Cyber Essentials Plus, and annual penetration testing programs. Group polices and other Configuration Management technology such as Microsoft DSC are used to configure additional settings and controls to each machine. A Change Management Process is in place to control changes to production environments; which is in scope of ISO 27001 audits.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Dotdigital’s security team manage a vulnerability management program which includes the use of tooling scanning internal and perimeter networks and hosts for vulnerabilities; as well as managing issues highlighted in penetration testing, audits, and public bug reports.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Web Application Firewalls, Intrusion detection systems, endpoint security agents, internet and email gateway security solutions are in place, and configured to alert the internal security team
Incident management type
Supplier-defined controls
Incident management approach
An Incident management policy is in place, which defines how incidents are handled, and where responsibilities sit. The response process follows the SANS incident response framework, and is led by dotdigital’s Head of Information Security with support from a wider Incident Response Team.

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
£294 a licence a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A 14-day trial of dotdigital Engagement Cloud lets you try and test how you can delight customers with every engagement. Try your hand at creating campaigns in minutes with our drag-and-drop email builder, start saving time with intelligent automation programs, or explore the smart reporting and testing features.
Link to free trial
https://dotdigital.com/trial/

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.