Bramble Hub Limited

Bramble Hub CloudSource - Microsoft Dynamics 365 and Power Platform - Customer Experience Service

Business transformation through configuration and development of Power Platform and Dynamics 365. Includes portal development and configuration, Dynamics CRM functionality and Dynamics 365 self-service capability. Dynamics 365 provides a first rate platform for your Customer Experience requirements.

This service delivers a Customer Experience solution offering the following features and benefits.

Features

  • Agent enablement
  • Omni-channel engagement
  • Self-service channels through Power Apps Portals
  • Knowledge base delivers information across all channels
  • Insights help to optimise customer journeys
  • Real time dashboards reporting on key metrics
  • Integration with Office365 and Azure
  • Integrated Dynamics 365 Knowledge Management services
  • Integration with Microsoft Cloud technologies including cognitive technology

Benefits

  • Omni-channel engagenment reduces cost of customer transactions
  • Customer self-service reduces agent involvement and cost of delivery
  • Access through device of choice improves client flexibility and satisfaction
  • Knowledge base consistent information reduces expensive resource involvement
  • Real-time dashboards allows for rapid service delivery decisions
  • CloudSource services get it right first time reducing delivery cost
  • Status reporting keeps customers informed reducing contact through other channels.
  • Streamlined processes and integration reduces cost of customer updates
  • Business users can maintain forms and processes to reduce cost

Pricing

£466 to £1,295 a person a day

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 contact@bramblehub.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Bramble Hub Limited Neil Simpson
Telephone: +44 (0) 2077350030
Email: contact@bramblehub.co.uk

Planning

Planning service
Yes
How the planning service works
Our planning is meticulous and begins with requirements gathering workshops to surface functional details to bring the business solution to life. All functional and non-functional requirements are captured and moved through a fit gap analysis process and ordered for sprint priority. Expectations are set regarding what is to be delivered and the scope of the solution. When planning a transformation programme our expertise is deployed to advise on the pitfall’s and risks to ensure the plan is achievable. Governance and team structures are established and the strategy for the project or programme is clearly established with a road map to outline the critical path for successful outcomes.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Microsoft Dynamics 365

Training

Training service provided
Yes
How the training service works
Extensive experience of training including in the regulatory public sector. The training plan is integrated with the business change management strategy. Stages are: Analysis, Design, Produce, Deliver
1. Analysis. Training Needs and Objectives are signed off with Stakeholders for project roles, support teams, configuration and super users.
2. Design. Storyboards develop the Needs Analysis and Specifications are written for courses detailing the outcomes.
3. Produce. User Guides, ‘Quick Guide’ posters or for desks and scripts for Trainers are produced and slide decks and ELearning material for the Intranet.
4. Deliver. Train the Trainer courses, clinics and workshops, classroom or online training or ELearning are delivered using Microsoft Certified Trainers.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Enterprise Architects will take care of setting up the infrastructure and implementing the platform required for the solution. Our Microsoft Certified application specialist will be engaged to ensure best practices are developed and changes are aligned with Microsoft roadmap. Data scientists are able to advise, guide and implement solutions from cutting edge technologies. Data Architects can own the complex Migration, Integration & Transformation activities on the critical path of a programme. Specialist testers with knowledge and certifications required to ensure product quality passes through rigid stage gates.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • KingswaySoft
  • Microsoft Azure Data Factory

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Specialist testers with knowledge and certifications required to ensure product quality passes through rigid stage gates. A Microsoft certified functional consultant has the hands-on capability to configure and customise a solution and regularly play back to stakeholders to help visualise the end product and maintain buy in.

Security testing

Security services
No

Ongoing support

Ongoing support service
No

Service scope

Service constraints
No

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Monday - Friday 09:00-18:00.
Priority 1: System unavailable/data issues that are compromising business continuity - 1hr response. Support ticket raised with Microsoft if not fixed in 24 hours.
Priority 2: System available but a technical issue is causing disruption to business continuity - 4hr response. Escalate to Priority 1 if not fixed within 48 hours.
Priority 3: System available, no disruption to business continuity but issue identified that requires a fix to be deployed - 1 Working Day.

Project Support: CRM team require advice or guidance in creating or specifying a solution or assistance with customisation - 1 Working Day
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
We can tailor a support package for each of our client’s unique requirements from a blend of Helpdesk to Helpdesk, Onsite, Microsoft Consulting services to ensure business continuity.

We provide warranty / hyper care support, and steady state support once application is stabilised. The main purpose of the hyper care period is to closely monitor customer service, data Integrity and the smooth functioning of the implemented application.

Some of tasks that come under Hypercare support include:
Technical support.
On-site training.
Handling issues and queries.
Escalation plan.
Ensuring smooth handover.

Standard Support via Support Desk Provided Monday - Friday 08:00 - 18:00.
Category:
Priority 1.
Description:
System unavailable/data issues that are compromising business continuity/
1hr response time.
Escalation:
Named Account Manager.
Further support ticket raised with Microsoft if not fixed in 24hrs.

Category:
Priority 2:
Description:
System available but a technical issue is causing disruption to business continuity/
4hr response time.
Escalation:
Senior CRM Consultant via Support Desk.
Escalate to Priority 1 if not fixed within 48hrs.

Category:
Priority 3.
System available and no disruption to business continuity but an issue has been identified that requires a fix to be deployed.
1 working day response time.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£466 to £1,295 a person a day
Discount for educational organisations
No

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 contact@bramblehub.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.