BrightOffice Ltd

Collections CRM

Collections CRM is a fully integrated enterprise cloud software solution for any organisation that wants to process and manage Debt Collection.
Our Collections CRM covers debtor analysis and court management helping to ensure a quicker turnaround on all debtor cases.

Features

  • Electronic Signature Module
  • Third Party integration with VoIP PBX and Diallers Solutions
  • Full Prospect & Lead Management Module
  • Full Customer Relationship CRM functionality
  • Prospect, Customer, Staff, Contractor Diary Management
  • Full Resource, Workflow, and Activity Process Management
  • Advanced Sales & Purchasing Financial Module
  • Flexible Multiple Market & Product Types
  • Intelligent Bulk Processing of Workflow Activities
  • Built-in Send & Receive SMS, Email Modules including Marketing

Benefits

  • Business Flexibility and work from anywhere Mobility
  • Reduced capital expenditure due to lower cost of ownership
  • Simplified system maintenance with automatic software upgrades
  • High availability business continuity and disaster recovery
  • Advanced IT Cloud Security and Data Protection
  • Better staff resource management increasing Competitiveness
  • Environmentally Friendly

Pricing

£30 to £50 per user per month

  • Education pricing available

Service documents

G-Cloud 10

660750421085685

BrightOffice Ltd

Aimee Roby

0845-643-4012

aimee.roby@brightoffice.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Our service is fully scalable, and all maintenance is managed project specifically to ensure service availability to meet each customers needs.
System requirements
  • Hosted systems must be provided by BrightOffice
  • Hosted systems must be maintained by BrightOffice

User support

User support
Email or online ticketing support Email or online ticketing
Support response times During normal business hours response times vary subject to triage:

1 Working Hour - RED - Business Critical

4 Working Hours - AMBER - Work around

8 Working Hours - GREEN - None Critical

On-call hours subject to pre-agreement
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 Onsite support
Support levels We offer standard UK business hours support within our standard licencing subscription service.
Users will have direct access to our 1st Line Support Team.
Each customer is assigned a dedicated Client Manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a consultative implementation which includes, onsite training, documentation, remote training sessions and sandbox walk through.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction BrightOffice provide a copy of the specific system Database as well as all documents generated and files upload and attached to records.
End-of-contract process Included within the price of the contract is the provision of the final database and attached documents & files.
For large data volumes, the customer must provide to BrightOffice their own storage device to enable this service to be carried out.
BrightOffice will then return the device to the customer.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • 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 Our application works using the standard smartphone browsers in full windows format in the same way as a tablet or desktop browser.
Our service also has smartphone application for specific modes.
Accessibility standards None or don’t know
Description of accessibility Our service is only available via the User Login interface within the web browser and our dedicated Mobile application. In both cases users will be required to enter their username & password, and may also be subject to IP authentication. The interface also ensures any user day/time restrictions are checked to ensure user has permission to connect at that time.
Accessibility testing Our log in interface is tested vigorously for threats, and we have a strict strong password requirements which require the user of special characters, Case Sensitive and numbers. We also protect against brute force attacks.
API Yes
What users can and can't do using the API Primary Prospect, customer, questionnaire, case, job records can be created and updated via XML.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users with Administration rights can update properties, settings, data tables, Document, Email & SMS templates, triggers, workflows, users, permissions.

Scaling

Scaling
Independence of resources Each customer has their own database, application pools and allocated hardware resources assigned. Users within the same customer will be controlled by permissions, and roles limiting and controlling their accessibility. All fundamental bulk data reporting, importing, updates or processing are managed carefully and can also have restrictions applied based on day/time and number of records.

Analytics

Analytics
Service usage metrics Yes
Metrics types BrightOffice can provide the user there own data in both user grids for access, and also report on activities.
On request BrightOffice can provide headline reporting showing global access, activities and other specific KPI data.
Reporting types
  • 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 Developed Vetting (DV)

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach All exports of data are carried out in the form of reporting which are then converted to Microsoft Excel.
Data export formats Other
Other data export formats Microsoft Excel
Data import formats Other
Other data import formats Microsoft Excel

Data-in-transit protection

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)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability We have 3 levels of SLA
RED - Business Critical Issues - 1 Hour Response
AMBER - - 4 Hour Response
GREEN - 8 Hour Response
Approach to resilience Available on Request
Outage reporting All Service outage is reported by email and SMS directly to our Technical team for immediate action. In the event that clients need to be informed this is done via automatic email, and in some cases direct SMS & telephone communication.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Option for approved IP address, day/time restrictions permissions
Access restrictions in management interfaces and support channels Users are restricted within a "Company Settings" area, where this enables user profiles to be created with varying levels of user access. From basic call centre agents with full DPA restrictions to full administrator access which enables customer properties changes.
Our support teams have procedures to only take change requests from Pre-Approved customer CRM administrators.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 The Governance is structured from the top down and is set by the Directors of the company.
The Governance comes in the form of strict policies and procedures which ensure that our services are secure, and controlled in a consistent and effective manner.
All change management of these procedures are strictly controlled by the directors, monitored and fully audited by the senior management team.
Information security policies and processes Procedures are used within our technical team, which are managed and monitored by our software manager, and audited by our Software Director.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach As we only maintain a single framework with multiple application modes, we have developed our configuration and change management process over many years, and are able to replicate this process for all our existing and new customers. All configuration and infrastructure changes are tested on sandbox and then written into our procedures to enable full visibility, monitoring and audit.
Vulnerability management type Undisclosed
Vulnerability management approach We have full sandbox systems for all application modes, and all versions and patches are tested within this environment prior to release.
We have our own dedicated development team and we have the autonomy to be able to deploy patches on a ad-hoc basis should the need arise. We have full datacentre monitoring tools to help identify threats such as brute force attacks etc, and we also ensure all feedback from customers are actioned.
Protective monitoring type Undisclosed
Protective monitoring approach In the event of a potential threat we carry out a risk assessment, and deploy the necessary resources to start to resolve the threat. This response can be immediate, and all patches would be tested and released as a matter of utmost priority.
Incident management type Supplier-defined controls
Incident management approach We can receive incident reports via telephone, email & SMS.
All incidents are recorded by our support team, verified and tasks created.
Response times are based on Triage RED/AMBER/GREEN and Resolutions can either be resolved by the 1st Line Support Team, 2nd Line Technical or in the event of bugs our 3rd Line Development Team. Incident reports are available on request to customers.

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 £30 to £50 per user per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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