ixRM Limited

Passenger 365

A Customer Service / complaints management system for Transport Operators. Allowing the flexibility to pick and choose elements that work for franchises. Customisable by each organisation so that it works the way you work. Customer Services, Repair Management, Incident Management, Lost Property, Marketing and Reporting in one system.


  • System owned by the provider
  • Can be customised
  • Response builder tool
  • Reporting and complaints analytics
  • Connectors to supporting systems


  • Deliver outstanding customer experience
  • Create correspondence for customers
  • Prevents duplicate and fraudulent claims
  • Track lost property
  • Create customer insights
  • Reporting ensures regulatory compliance
  • Allows continuous improvement
  • Manage complaints and customer communications


£600 to £950 per person per day

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11


ixRM Limited

Karen Cockerham

0113 415 1615


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Microsoft licences
  • Internet access
  • Office 365 tenancy

User support

User support
Email or online ticketing support Email or online ticketing
Support response times To be negotiated
Standard SLA 4 hour first response. Target 2 business days to resolution based on urgency / complexity
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 Negotiable subject to requirement
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On site training
Web chat/conference calls
Support documentation including FAQ's
Service documentation No
End-of-contract data extraction The system and data is owned by the user - not applicable
End-of-contract process Basic contact and case functionality is included as standard. Additional functionality is available on a modular, add-on, basis.
Bespoke customisation is chargeable on a daily rate.
Support is an additional, per user, cost.
A contract with us will be for implementation and customisation of the CRM system to your requirements. Upon completion you will test and sign off UAT and we will handover the system with any necessary documentation. There is Optional ongoing support available.

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 Uses a unified interface that is fully responsive and works in the same way across mobiles, tablets and desktops.
Service interface No
What users can and can't do using the API The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. You can compose HTTP requests for specific operations or use third-party libraries to generate classes for whatever language or platform you want.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All elements can be customised by ixRM to suit customer requirements and integrate to existing systems.
Customers can choose to customise their own systems using the out of the box tools that form part of the platform.


Independence of resources Hosted in the Microsoft cloud. Each customer has a unique tenant/database


Service usage metrics Yes
Metrics types System provides reporting statistics
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft

Staff security

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

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 Never
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
  • Encryption of all physical media
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 Data can be exported in a variety of ways using excel or xml
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats Xml
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Microsoft service level agreement 99.9% guaranteed uptime.
Pro-rata credit of Microsoft licences if SLA not met
Approach to resilience Available upon request - Microsoft cloud
Outage reporting There is a customer dashboard where system administrators can view any degredations in service level. Email alerts are also sent of any major problems such as system outages.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Internal security settings within the system allocate roles and permissions
Access restriction testing frequency At least every 6 months
Management access 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 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 Policy and procedure
Working towards ISO27001 and ISO9001
Information security policies and processes All data is stored securely in the cloud. Nothing is saved directly on any devices. All access to systems / storage is secure and requires two factor authentication.
Written policies in place, part of staff inductions, regular data security refresher training, covered in 121's and appraisals.
Managing Director and Operations Directors manage the process and monitor to ensure there are no breaches of procedure. Issues or concerns are reported directly to one of the Directors to review.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use Microsoft AzureDevOps to track projects and how systems have been configured and customised.
Change requests are docuemented, reviewed by a technical consultant and if approved the work is conducted in a Development environment and then internally tested before being deployed to a UAT environment for customer and data security testing. Once all testing is passed the changes are deployed to the live system.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The service uses the Microsoft Dynamics 365 platform therefore potential threats are monitored by Microsoft who are also responsible for any patches required. The product is subject to constant review and is updated on average at least every 6 months to ensure it is always up to date and secure. As part of a support contract we also monitor customer usage and their system for any potential problems or threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach N/A
Incident management type Supplier-defined controls
Incident management approach We maintain an incident management register and record the detail and actions taken for each incident

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


Price £600 to £950 per person per day
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30 day trial period

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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