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

Framework

G-Cloud 11

Service ID

8 2 1 5 6 4 1 1 2 6 0 2 2 8 9

Contact

BrightOffice Ltd

Aimee Roby

0845-643-4012

aimee.roby@brightoffice.co.uk

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

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

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

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+
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.
Service interface
No
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

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

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

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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 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 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

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

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
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
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

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
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

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

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

Service documents

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