MTL Software Solutions

Membership and Subscription Management and CRM

MillerTech provides an integrated web-enabled solution to meet the most complex demands faced by membership organisations. The CRM improves the user and member experience and will help with management decision making, product and service development, and collating data from separate sources to provide a 360° view of all contacts

Features

  • Fully web based and mobile responsive
  • Complete subscription and membership management
  • Direct debits, deduction at source, Paybill and Checkoff
  • Social Media integration
  • Offline CRM access
  • Member engagement reporting
  • Fully GDPR compliant
  • Training and events management
  • Case management and workflow module
  • Finance integration

Benefits

  • Easy and complete membership management
  • Enable member engagement
  • Full subscription tracking and integration to Finance Systems
  • Complete communication trail and history
  • Intuitive and easy to use
  • Mobile friendly
  • 360 degree view of your contacts
  • Scalable solution to meet growth targets
  • Improves member/registrants/contact retention
  • Fully maintained and supported solution

Pricing

£30000 per unit

Service documents

G-Cloud 10

804933585304079

MTL Software Solutions

Tim Shute

020 7278 2081

tim@millertech.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Servers run on Windows, Unix and Linux. User interface is through any industry supported web browser, including mobile and tablet browsers
System requirements
  • User interface accessed through industry supported web browsers
  • System supports both dedicated and virtualised server

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We have a standard set of defined key performance indicators (KPIs) based on the priority of the support ticket that will be agreed with each client as part of the maintenance. We offer UK and Ireland business hours support and support arrangements
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
Onsite support Yes, at extra cost
Support levels We have a standard set of defined key performance indicators (KPIs) based on the priority of the support ticket that will be agreed with each client as part of the maintenance and support arrangements. All normal business hours support is covered at a standard cost. Every client is assigned a technical account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We have a dedicated team of trainers that can provide in-house, onsite or web-based training. We provide industry standard eLearning documentation for all our systems. At time of go live our account manager and project manager will help the users onsite by answering any issues and queries
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The MillerTech CRM systems are held in Oracle or MySQL which are industry standard open databases. Data can be provided in a variety of formats, such as CSV or XML
End-of-contract process We would agree an Exit Strategy with the customer and if any offboarding support is required it will be at an additional cost charged on a Time and Materials basis

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 Functionally the desktop and mobile solutions are identical but, due to the restricted size and orientation of mobile devices they will look different. The MillerTech CRM is fully Responsive
Accessibility standards WCAG 2.0 A
Accessibility testing There have been several tests carried out JAWS screen reader software to check users are able to navigate around our solution easily.
API Yes
What users can and can't do using the API We have an API toolkit that administrative users can interrogate and build on. This allow MillerTech products to be made easily available to 3rd party organisations to interface with inbound and outbound in a secure and industry standard way
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 The MillerTech product suite comes with the ability for users to define an unlimited number of custom fields and make them available on any screen within the system. Once defined they become available in all data queries and reports where that data is relevant

Scaling

Scaling
Independence of resources Our server specifications are designed to be sufficient to meet the needs of the client for a period up to 5 years. The hosting provider(s) provide a guaranteed resource level to negate the demand of concurrent user activity.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach The MillerTech CRM systems are held in Oracle or MySQL which are industry standard open databases. Our CRM allows for the export of data into a number of formats from within the system and does not require specialist data tools. Data can be provided in a variety of formats, such as PDF, CSV or XML
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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 Our systems have a 99% availability history. We have a standard set of defined key performance indicators (KPIs) based on the priority of the support ticket that will be agreed with each client as part of the maintenance
Approach to resilience The MillerTech CRM can be hosted at a UK / EEA datacentre that guarantees availability. The MillerTech CRM runs on industry standard Apache web servers with either an Oracle or MySQL RDBMS. Backup, Disaster Recovery (DR) and resilience plans are in place and are available on request.
Outage reporting The MillerTech CRM systems can be configured to log an Event on the host operating systems and this event can be used to alert designated client or MillerTech resources as required

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels All users are allocated a role-based username and password which allows or restricts access to elements of the systems depending on the customer's requirements
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor 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 User-defined
Access to supplier activity audit information Users have access to real-time 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 MillerTech CRM systems are held at accredited hosting providers and are protected by industry standard security access controls. Penetration tests are carried out annually by MillerTech. All MillerTech in-house systems are protected by current industry standard Antivirus, Antispam and antiPhishing software. All in-house systems are backed up nightly and we have in-house Disaster Recovery plans in place.
Information security policies and processes MillerTech maintain a risk log of potential security risks and carry out regular penetration and SSL tests. The log is monitored regularly and processes are in place to ensure that any identified risks are acted upon and rolled out to clients as necessary. Regular reporting is given to the Management Team and responsibility resides with the Management Team, reporting to the Board of Directors.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Each change request undergoes a risk and impact assessment and then determined if it's a client specific change or a core product change. The change is managed through a controlled release management process and each release can be tracked using SVN software
Vulnerability management type Supplier-defined controls
Vulnerability management approach We constantly review vulnerabilities/threats that we are informed about from our technology partners and deploy the appropriate patches based on the level of threat and potential impact
Protective monitoring type Supplier-defined controls
Protective monitoring approach Protective monitoring is managed by the server hosting supplier or a compromise can be reported to us by the client. In each case we provide the necessary support to take remedial action and we are able to respond immediately.
Incident management type Supplier-defined controls
Incident management approach Our Service Delivery Manager oversees our support (helpline) facility and together with the team ensures that our Clients’ expectations are consistently being met. Our Service Delivery Manager has immediate access to our development, technical support resources. Incident can be logged via our web logging system which is continuously monitored and used as a dual reference for providing a report on the incident status and resolution.

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 £30000 per unit
Discount for educational organisations No
Free trial available No

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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