Horizon Software Solutions

iClarity CRM, Campaigns and Loyalty Software

iClarity Cloud CRM software delivers integrated marketing solution that keeps track of customers’ history and vendor relationship, enhances customer experience, automates and manages data across all departments. iClarity allows marketers to create automated, customer-focused campaigns based on customer segmentation and buying behaviour, then deliver them via customers’ preferred communication channels.

Features

  • Integrated mobile engagement platform for citizens and visitors
  • Sophisticated business rules engine to define any kind of campaigns
  • Automated email, SMS and mobile notifications and reminders by iClarity
  • Automated analytics, dashboard and reporting by iClarity
  • iClarity allows organisations to analyse customer behaviour and preferences
  • White-label Andorid and iOS mobile apps and content management system
  • Boosts loyalty using iClarity quizzes and gamification
  • Supports isolating access by departments, locations and businesses (G2B2C)
  • Complete role-based access control for every team member
  • Priority support by iClarity specialists (only humans, no robocalls)

Benefits

  • Allows staff, partners and citizens real–time access to the systems
  • Creates new ecosystems based on loyalty and trust
  • Reduce wasted time on admin work and improve staff satisfaction
  • Reduces and manages operating costs and improves efficiency
  • Deploy siloed CRM systems for each department/business (G2B2C)
  • Customisation available to your specification by UK-based expert software developers
  • Rapid and easy configuration, including the white-labelled mobile apps
  • Identifies your customers, knows their preferences and engage with them
  • Improves communications and builds relationships with citizens and visitors
  • 24/7 support available from highly-trained specialists

Pricing

£1950 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

645600564064419

Horizon Software Solutions

Patrick Coulter

07814641426

pat.coulter@horizont.co.uk

Service scope

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 EPOS
BI
Cloud deployment model Hybrid cloud
Service constraints None
System requirements Internet connection with internet browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1 - 1 hour, any day of the week
Priority 2 - 1 hour, any day of the week
Priority 3 - 1 hour, any day of the week
Support with lower response time are at additional cost depending on needs of client. A dedicated account manager is assigned to the client.
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), 7 days a week
Web chat support Yes, at an extra cost
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 Our web chat is a standard plugged in tool. Users can ask a question and anyone who is available from our team will be able to respond to these questions.
Web chat accessibility testing NA
Onsite support Yes, at extra cost
Support levels A dedicated account manager is provided who will liaison with technical department. Support material is provided in English from our UK headquarters and includes: Ticket Support Helpdesk, User manuals, Webinars and Telephone. Standard Support Service will be provided during the hours defined which comprise:
1. A telephone, email and chat help desk to provide first-line technical support to users of the Software
2. Remote diagnosis and, where possible, correction of faults or malfunctions of the Software;
3. Second-line on-site technical support in order for the company to
investigate promptly the reported defect or error and to make such corrections,amendments or repairs as are necessary to restore the Software so that it complies with the requirements of the Contract.
24/7 support is offered at extra cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started IClarity follows a process to ensure swift delivery of the end-product. The suggested steps are as follows to reduce the time required by staff (please note that some steps may only be required in the event the client has requested customisations).

First step will be to work with client and define scope. Second step will be the project delivery where we will work under the project delivery, user acceptance test and training plan. Requested customisations will be developed by engineering at this step. Third step will be to conduct testing and assurance to ensure system is finalised. Finally, system will be ready for go live and it will deployed to production environment.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction IClarity has advanced reporting capabilities that allow exporting to CSV. In addition to this, we offer data export via the API or from the database directly. Support can be provided for this.
End-of-contract process Customer support will be provided to assist the Client with extracting all required data. Assistance can be provided with migrating to a new platform. Once Client has ensured all their data is exported it will be purged from our systems.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • 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 No dependencies identified.
Service interface No
API Yes
What users can and can't do using the API All functionality available by our clients are also made available via API. For example, it can be used to fetch campaigns, mobile notifications, events and so forth. API documentation and technical assistance is available.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation IClarity is extensively configurable, allowing for a large variety of use cases without additional technical involvement. For example, it's hierarchical nature enables a City Council to run the CRM system and then create a department that sits underneath it which can manage campaigns for a Library. The City Council is able to see and manage all Library campaigns but Library staff can only see and manage services for the Library.

Further customisation of the software can be provided through a change control procedure with day rates applying for development time required.

Scaling

Scaling
Independence of resources The service is hosted in the cloud with redundancy systems in place such as load balancing and queue systems to ensure that the load is distributed across a large number of machines. There are also strict security and system restrictions that separate instances. Completely isolated environments are also available if required.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide various service metrics through advanced reporting for different locations and time periods. All user transactions and history are recorded on the database and can be reviewed in real-time by the users and administrators. Most of them are available through the software (the web interface) but some of the system data could be extracted from the audit trail information in the database.
Reporting types
  • API access
  • Real-time dashboards
  • 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 Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 Data can be exported from our advanced reporting to CSV and MS Excel.
Data export formats
  • CSV
  • Other
Other data export formats MS Excel
Data import formats CSV

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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Service Level Agreements will be agreed for to ensure requirements for service up-time and support response and resolution times are met. Service level credits are negotiable and can be included within the contract.
Approach to resilience Specifics about the process are available on request. It includes processes and security implementations at all layers of the application stack and company procedures.
Outage reporting Monitoring tools are deployed to ensure service outages are reported in a timely fashion and available via a status page. Clients can nominate stakeholders that would like to receive email alerts that are triggered upon any outage.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels We do not provide any external access to the interfaces and/or our internal support facility.
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 have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
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 ensure that all information is managed and held securely and in line with best practice. Specific requirements are agreed with clients. We regularly review our approach to ensure that this is inline with standards and client's environment/policies/systems.
Information security policies and processes We plan and work in a systematic way as we develop and implement software solutions. We build in information security into all of our work.

Our information security policies are in line with best practice and ensure we can meet specific client requirements. We have internal controls and share information across our team to ensure they are kept. All projects are overseen by our MD who acts as our overall Project Director.

Any issues and risks are immediately discussed, actioned, signed off in the formal project governance processes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Horizon adopts a comprehensive Code Control System which enables our teams and developers to deliver multiple and complex projects. We are using an integrated suite of Web-based Source Control Management, issue tracking, project management, and collaboration tools. With the help of the above and our customer management solution, the components of services are tracked through their lifetime. Before a change to the solution is planned a thorough investigation is performed for the impact of these changes. A risk assessment team makes the decision is the impact is high or low.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We monitor closely for potential vulnerabilities. If we identify an issue - it is reported to our risk management team for assessment. In parallel, our technical team provides a solution which is then tested and accepted by the delivery team. The patch is then deployed ASAP based on the agreed SLAs. Potential threats are checked through vulnerability testing - usually performed every 6 months or on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach IClarity makes uses of monitoring tools to provide coverage of the network, application and database layers to manage resource utilisation, performance analysis and capacity planning with real-time alerts for critical events. Regular reviews of monitored records enables proactive managing of services and identification of potential threats.
Incident management type Supplier-defined controls
Incident management approach IClarity handles incidents based on their severity. Clients are notified of incidents that are critical. iClarity utilises its monitoring system to determine if any issues are likely to occur and to identify the issue as soon as it happens. The purpose of incident management is to ensure that we can restore regular functionality as soon as possible. The process involved is based on the following steps: identification of the incident; logging the incident in our management software; prioritising and categorising the incident; flagging incident with relevant department; identifying root cause of incident; fixing issue; testing hotfix; and deployment.

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 £1950 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We are offering a free trial one month period of our key Cloud services.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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