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

£1,950 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 pat.coulter@horizont.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

761343647214974

Contact

Patrick Coulter
07814641426
pat.coulter@horizont.co.uk

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

• 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

• 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

• 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

• 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

• 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

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 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 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

• 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

• 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

• 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

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: No

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

• 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

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £1,950 a unit a 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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 pat.coulter@horizont.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.