Mercato Solutions

Guided Match Digital Advisors

Using our KnowledgeKube technology we can build digital Guided Match or advisor tools that can structure customer journeys and support the decision making process as if they were domain experts.

Ideal for data capture, signposting, product or service qualification and Configure, Price, Quote (CPQ) within procurement.

Features

  • Build structured and compliant workflows
  • Role-driven access creating customer journeys tailored to end users knowledge
  • Connect and exchange data with current and legacy systems.
  • Can be used for the procurement of any goods/services
  • Utilise decision trees; create predictive apps based on input variables.
  • Create feature rich user interfaces to improve user adoption.
  • Fully configurable and deployed in iterations based on feedback
  • Advanced statistical analysis functions and machine learning algorithms.
  • Inline help text and digital advisor to support all choices
  • Create further competition and compliant supplier engagement processes easily

Benefits

  • Provide better digital experiences, without the time/cost of traditional development.
  • Reduces reliance on expensive Pre-Sales or Consultants
  • Make everyone domain experts, making informed decisions
  • Provide self-serve models reducing need for support on basic decisions
  • "Virtual hand" around the user, guiding them along their journey
  • Fully auditable and compliant to framework or buying regulations processes
  • Improved user adoption and confidence
  • Consumer style self-serve experience
  • Rapid Proof of Concepts, Quickly Build up and Tear down.

Pricing

£1000 per instance per month

  • Education pricing available

Service documents

G-Cloud 10

456437420918027

Mercato Solutions

Jack Robbins

0121 605 2050

jack.robbins@mercatosolutions.co.uk

Service scope

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

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times 2 Hours response Monday to Friday 9-5
8 Hours response Outside normal Business Hours
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 No
Onsite support No
Support levels Support levels and service levels are included in total service costs and dependent on severity and assigned priority levels. Full details can be found in the Service Definition Document.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The purpose of these guided advisors are to make them simple and easy to use. Where needed the advisor will feature help text and digital guides that provide user support through the journey.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data extracts can be provided in all main database formats as well as CSV and Excel
End-of-contract process When an organisation chooses to terminate the contract , any data extract requirements, Mercato will endeavour to deliver these, where possible. There will be a cost for this service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service On mobile our guided match functionality utilises the screen space available creating a more compact view of the advisor without the need to scroll across.
Accessibility standards None or don’t know
Description of accessibility None
Accessibility testing None
API Yes
What users can and can't do using the API Our guided advisors uses our KnowledgeKube technology which provides a fully configurable extensibility layer via it's Application Gateway technology. Users can configure new API's, connect to external API's, copy and edit existing API's from within the KnowledgeKube tool
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Buyers can work with our implementation teams to configure and customise the workflow to meet the needs of the customer journeys

Scaling

Scaling
Independence of resources KnowledgeKube, the technology used to deliver the guided advisors, is hosted in a Hybrid environment taking advantage of the Microsoft Elastic Cloud technology. As such almost infinite scale is provided for and delivered automatically by the use of devops monitoring and automatic scaling of customer resource in a predictive, demand-led hosting environment.

Analytics

Analytics
Service usage metrics Yes
Metrics types Number of users using the service. Error reporting. Abandoned applications. Successful applications
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Users can export data into many formats; MySQL, Amazon DBs, Google Big Query, Excel, Google Spreadsheets and many more.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • Other
Other data import formats
  • Sage
  • Salesforce
  • Dynamics
  • Sharepoint
  • Amazon DB
  • Google Spreadsheets
  • Force.com

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Monthly Uptime Percentage <99.95% Service Credit 10%

Monthly Uptime Percentage <99% Service Credit 20%
Approach to resilience Information available on request
Outage reporting User defined error message displayed if service unavailable.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Restricted to authorised users only with complex Password policy in place, Passwords changed at regular defined periods in line with current policies and procedures, Formal starters and Leavers Process ensures correct level of access at start and removal at termination of employment. internal Audits ensure compliance
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 Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 12/02/2013 Last Revision Dated : 28/10/2016
What the ISO/IEC 27001 doesn’t cover All areas of the Business are In scope, no exclusions are present on the S.O.A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification WORLDPAY
PCI DSS accreditation date 18/10/16
What the PCI DSS doesn’t cover On-site Payment Card readers
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 We have in operation an ISMS which is maintained by the Information Security Officer.
We are accredited to ISO/IEC 27001:2013 and are audited by a UKAS accredited body on an annual basis

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change management is incorporated as part of our ISO/IEC 27001:2013 Accreditation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach There is a strict patch management process in place, critical Patches are deployed within 24 hours of availability, a number of sources are used to determine potential threats, Enterprise level Antivirus controls are in place and maintained
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use a number of monitoring software applications to supply real-time information that is displayed to the operations and Infrastructure & Security Teams.
The response and timescale of the response is based on the severity of the information being provided
Incident management type Supplier-defined controls
Incident management approach There is a robust incident management policy in place and enforced as part of our ISO/IEC 27001:2013 accreditation
Incidents are reported on the corporate Intranet
The Information security Officer responds to any incidents reported in line with established control procedures

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

Pricing

Pricing
Price £1000 per instance per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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