Workbooks Online Ltd

Workbooks Business

Workbooks.com delivers award winning world-class CRM and business applications that provide you with the tools you need to accelerate growth, automate business processes, reduce operational costs and improve customer support. Our technology extends beyond sales, marketing and customer support to include order management, order fulfilment, invoicing and customer support.

Features

  • Manage Sales Leads and Opportunities, and create accurate sales forecasts
  • Create marketing campaigns, create mailing lists and send mailshots
  • Powerful reporting tool allows you to summarise and group information
  • Create Invoices and Credit Notes from Order Transaction Documents
  • Create Custom Page Layouts, Custom Views and Custom Fields
  • Send outbound emails, and store emails from any email application
  • Remote access. Access Workbooks on any smartphone or tablet
  • Manage Customer Support Cases, assign priorities and track progress
  • Workbooks supports Multiple Languages, Multiple Currencies and Multiple Companies
  • Integrate with your website, and multiple applications, tools and packages

Benefits

  • Joined up view of your Sales, Marketing and Finance Teams
  • UK based company. Support, engineering and sales in one place
  • Committed to customer success and providing excellent customer service
  • Increase sales team success and efficiency, and drive revenue growth
  • Fully customisable enabling you to sort, group and filter data
  • Intuitive and easy to use, and can be self-implemented
  • Real-time management dashboards enable you to track key business information
  • Marketing features which generate more leads and maximise ROI
  • Improve Customer Service and manage Customer Support enquiries
  • Print and email Transaction Documents using customisable document templates

Pricing

£504 to £637 per licence per year

Service documents

G-Cloud 9

711155296510510

Workbooks Online Ltd

Helen Moore

0118 3030 100

finance@workbooks.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The service includes an amount of scheduled downtime whilst we are upgrading our systems. This is planned and announced in advance within Workbooks CRM, and takes place outside working hours. Most upgrades take just a few minutes.
System requirements
  • Internet Access
  • Can be used on multiple operating systems

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support desk is open Monday to Friday (excl Bank Holidays) from 09:00 to 17:00 (UK time). Depending on the severity of the request, Support will be provided from within one hour to five working days.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels Workbooks Support Team are available to provide at no additional cost to all paying customers, from 9am to 5pm Monday to Friday (UK time) excluding bank holidays. Additional Consultancy and Training services are available at £900 per day (excluding VAT)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started If a customer chooses to self-implement, the Workbooks website provides ‘System Administrator’ and ‘Getting Started’ sections for guidance, together with training videos that illustrate how best to use different areas of the service. Workbooks also offers a 2 day System Admin Training Course, which covers all aspects of administering the Workbooks CRM system. For customers who choose to purchase Workbooks Professional Services to partly or fully implement their Workbooks system for them, a member of Workbooks customer support team will contact the customer, and discuss their requirements with them, enabling them to provide a cost and timescale for implementing the system. The Workbooks website details the available options of Advisory Packs, Shared Success or Guaranteed Success, within the ‘Implementation’ section. The consultant will then discuss the Customer's requirements, goals and objectives, and how the system can best be configured to meet their needs.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Customers are able to export their data from the database any time up to 90 days after their licences expire, by logging on to the website, and clicking on “Export Data”. The data will then be exported into a .csv file or a full SWL export can be made by the customer.
End-of-contract process Workbooks CRM includes Contact Management, Sales Team Automation, Marketing Automation, Customer Service Management, Customisation Layouts, integrations with a variety of software, and access to our Customer Support Team. Consultancy can be purchased at an additional cost, as can various extensions and modules.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Some features of Workbooks are not available in the mobile client, including marketing campaigns and forecasts, calendar views, sales leads and transaction documents.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing None
API Yes
What users can and can't do using the API The Workbooks API allows developers with basic programming skills to have access to information stored inside Workbooks using a simple, powerful and secure Web Service API. The API allows complete access to the majority of Workbooks record types, allowing you to read, create, update and even delete records. The API is built upon the existing security framework within the product, so you can control access through the API in the same way you control access for your users.
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation System administrators can configure Workbooks to meet their business needs by changing the names of record types, picklist values and fields, adding Custom Fields to any record type, creating customised Page Layouts and determining different layouts for different Users, creating templates for all record types to create new records that contain fields which are pre-populated with data, dependent upon the template selected, replicating custom data on one record by creating the same Custom Field on each record type (eg, a Sales Lead and Person record or an Invoice and a Contract), creating new, customised Picklists, controling the visibility of records by attributing their value to an associated Open or Closed state, or customising standard Opportunity Stages to support your sales process

Scaling

Scaling
Independence of resources Workbooks architecture is designed from the outset to scale through the addition of network, application and database components. Load balancers help to ensure optimum performance and as the user base grows we can add capacity in a linear fashion. There are no known fundamental limits on our system size.
Workbooks guarantee the availability of the Workbooks application at a minimum of 99.5% of the time. Workbooks have achieved over 99.9% availability since launch, and the current service status is published live at www.workbooks.com/support

Analytics

Analytics
Service usage metrics Yes
Metrics types Workbooks CRM enables users to capture key information such as campaign ROI, lead volumes by source, lead conversion and use Dashboards and Reports to obtain real-time information. Reports can be used to track lead conversion and identify the most profitable campaigns / initiatives, and outstanding activities can be tracked to ensure workload is distributed effectively.
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 None

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 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 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 Customers are able to export their data from the database any time up to 90 days after their licences expire, by logging on to the website, and clicking on “Export Data”. The data will then be exported into a .csv file or a full SWL export can be made by the customer.
Data export formats CSV
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 Workbooks guarantee the availability of the Workbooks application at a minimum of 99.5% of the time. Workbooks have achieved over 99.9% availability since launch, and the current service status is published live at www.workbooks.com/support. Any scheduled downtime for the purpose of upgrading our systems is planned and is alerted to our customers within Workbooks CRM in advance and done outside working hours. Most upgrades take just a few minutes.
Approach to resilience We host our infrastructure in physically separate equinix.co.uk UK based data centres to ensure resilience and the service is load-balanced across both centres in real-time. Equinix data centres offer a level of security commensurate with IS027001.
Outage reporting Outages are reported on the Workbooks.com website, and login page. Customers are also informed by email alert

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels All records within Workbooks have a set of Access Permissions which control who can view and modify that specific record. When a new record is created, the Access Permissions it is given are a combination of the Sharing Policies and Mandatory permissions in place at that time. Customers can also purchase an Advanced Security licence which means that it is possible to change the Sharing Policies and Mandatory permissions at a global level, otherwise Access Permissions can be modified on a record-by-record basis.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access 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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We locate our infrastructure within ISO27001-certified datacentres and are working towards formal accreditation with ISO27001
Information security policies and processes Workbooks.com run regular risk assessment management workshops as part of the company management processes. Workbooks regularly engage with third-parties to perform network and application security testing on our infrastructure. We monitor the security alerts for all vendors on whom our technology is dependent and update software and follow guidance as appropriate. All customer data is held in separate databases which are accessed by a shared application layer. When processing a request the application layer gains access to the customer database, carries out appropriate operations and then removes customer data from its memory. For additional security, an ACL system tags records such that only users within specific groups defined within that database are able to access records.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Customers can opt for one of three implementation types. Jump Start begins with consultant running an on-site configuration workshop with the customer. With Shared Success, a project budget is set and a joint project team created that includes members of the Customer team and the Workbooks team, and the customer requirements are documented and agreed during an on-site requirements gathering workshops followed by regular project update meetings (or calls) to ensure the project remains on-track and within budget. Or a Requirements Gathering Workshop can be purchased, and a fixed price is agreed for the project for Guaranteed Success.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The Workbooks.com risk management process for assessing risks and taking steps to manage those risks, includes third-party penetration testing where third-parties perform network and application security testing on our infrastructure, monitoring security alerts for all the vendors on whom our technology is dependant and updating software/ following their guidance as appropriate. Deployment will be carried out as soon as possible while considering the severity of the vulnerability and the risk of the change. Changes which require service downtime will typically be deployed outside working hours.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All data is encrypted in transit using a modern HTTPS configuration. Depending on your browser’s internal configuration it will negotiate encryption settings with the Workbooks.com service. Weak ciphers are blocked; from time to time the security industry’s view of acceptable ciphers and certificate strengths changes: we monitor this and adapt the service accordingly. Choosing the appropriate level of security is important to ensure that widely-used web browsers can connect: Workbooks targets “intermediate compatibility” as defined on the Mozilla Security website
Incident management type Supplier-defined controls
Incident management approach Workbooks includes a Case Management system which is used by the Workbooks Customer Support Team to log trouble tickets, assign cases to users and Queues, set priorities and track the progress of cases. Case references are automatically created and assigned to users or Queues. Activities and reminders ensure actions are not missed. Customers can log support calls via phone, email or web and receive a ticket number to track responses. Workbooks responds to customers under detailed SLA’s and customers can process and view their tickets through a web portal.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £504 to £637 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Workbooks offers a free of charge 30 day trial, which includes all the features of Workbooks. There is also a Free edition of Workbooks which includes many of the features and is available for up to 2 users on an ongoing basis. This does not include access to Customer Support.
Link to free trial https://www.workbooks.com/try-now

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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