Capricorn Ventis Ltd.

eXperience Management (XM) - Qualtrics

Capventis partners with leading insight platform provider Qualtrics, which specialises in Customer Experience, Market Research and Employee Insight modules. It is a web based survey tool which allows users to collect data online to assess customer satisfaction, undertake market research, conduct employee evaluation and provide channels for customer website feedback.

Features

  • Customer Satisfaction Survey Applications
  • Employee Engagement Tool
  • Employee Exit Survey
  • Market Research tool
  • Net Promoter Score (NPS)
  • CRM integration
  • Website Feedback
  • Voice of the customer (VOC)
  • Tools for basic and advanced users and surveys
  • Online Support

Benefits

  • Easy to Use
  • Flexible
  • Better Decision Making
  • Ability to capture customer, employee and market insights
  • Allows for data driven decision making process
  • businesses able to respond to customer needs
  • Ability to analyses trends in the market place
  • Analysis Customer Experience through the customer journey process

Pricing

£800 to £1,400 a person a day

  • Education pricing available

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 2 3 0 8 6 2 5 7 8 9 5 7 7 5

Contact

Capricorn Ventis Ltd. Brian O'Flynn
Telephone: +44 845 313 8696
Email: brian.oflynn@capventis.com

Planning

Planning service
Yes
How the planning service works
Capventis 'IMPROVE' provides a framework for organisations to identify, map, design and implement solutions that deliver value in todays eXperience Economy. Value is the driver and data is the ingredient.

The focus in eXperience Management is on the engagement and interception with people, employees, customers and others. We assist our clients in defining where and how the opinions and needs of people and their interaction with the business can be better understood and enhanced with improved products, services, brand and engagement. eXperience Data (X-Data) is captured by establishing what the business needs to know and the customer wants to tell. That data is then turned into insight (see Capventis Analytics) and directed to the appropriate people for action (see Capventis Customer Engagement).

Action can be immediate and real time (operational) which we term the 'short cycle'. Or the action can be strategic or related to fundamental improvement (proposition, brand, product), the 'long cycle'.

We work with the world leading Qualtrics Solution (acquired by SAP in January 2019), together with our other technology partners, to help clients understand, design, plan, integrate and implement eXperience Management improvement strategies and solutions.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Qualtrics
  • SAP
  • Capventis Glu

Training

Training service provided
Yes
How the training service works
Training will be discussed as part of the scope of the project. For Qualtrics Solution, we provide the following training solutions,
End User, Admin & Designer Training, Bespoke Coaching on every element of the platform from survey design to data analytics.
Training is tied to specific services
Yes
Services the training service works with
Qualtrics

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
The 'IMPROVE' Framework and Blueprint Model drive the best design for the most optimal solution. We then focus on migration from the existing state to the new state as quickly as possible and with reduced risk. Migration is concerned with implementation of the new platforms or solution, migrating the data and on boarding business users and supporting operations.

We have established a migration model that focuses on deploying the essential, foundation solution that enables the most business functions, without unnecessary complexity. We call this 'Brilliant Basics'. It has added benefits of making the step change for the organisation and people a shallower / easier one and focus on success management.

Once the foundation solution is embedded and successfully adopted by the business, then the strategy can evolve at a pace and complexity to suit the priorities of the business, timing and budget.

Our technology portfolio (Qualtrics at the heart for XM) provides for fully integrated and embedded solutions for any scale of organisation and cloud services architecture. We have applied this across multiple private and public sectors.
Setup or migration service is for specific cloud services
Yes
List of supported services
Qualtrics

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
The project management / quality approach adopted by Capventis is an in-house approach that has been developed over many years of successfully delivering projects to clients. The approach has taken the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, etc. but has refined these methods down to make for a far simpler more efficient and effective delivery methodology aligned to the needs of cloud systems. Quality Assurance is embedded in the very fabric of all that Capventis does and it is managed at all levels from the consultant to the project manager and up to the Lead Architect. The Quality Assurance is evidenced in the Blueprint Documentation, in the on-going maintenance of the SoW and in the publication of weekly status reports that tracks progress against plan. On completion of a piece of configuration the work is cross referenced with the Blueprint by both the developer and lead analyst. As part of the weekly progress project review the status of each piece of work is confirmed in terms of budget, timeline and quality, finally the work is inspected and approved by the Client UAT Team.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works
Capventis is able to provide ongoing support to clients by providing a second line support service on a drawdown services mechanism as and when needed by the client team. Services types including management, advisory, analysis, design, configuration, integration, testing and training. The drawdown services typically apply where a business solution is already in place, which requires regular or ad-hoc services from Capventis in support of the Client team.

Service scope

Service constraints
Support is provided Monday to Friday from 9:00am to 5:00pm, but additional support can be arranged

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLA response time is within 1 hour of an issue been raised. Support is provided Monday to Friday from 9:00am to 5:00pm. Additional Support can be arranged by special agreement.
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
Capventis provides an organisation with a standard support level agreements which is delivered on a flat fee structure basis. Additional support can be arranged by special agreement. Each support request will be assigned to a single point of contact. In addition to the single support contact every client is allocated both a technical project manager and a commercial manager.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Qualtrics

Staff security

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

Pricing

Price
£800 to £1,400 a person a day
Discount for educational organisations
Yes

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.