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.

Features

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

Benefits

  • 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

Pricing

£600 to £950 per person per day

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

8 8 6 9 0 3 5 5 5 4 8 1 7 7 4

Contact

ixRM Limited

Karen Cockerham

0113 415 1615

moreinfo@ixrm.co.uk

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

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

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

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
API
Yes
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.

Scaling

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

Analytics

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

Resellers

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

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
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 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 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

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

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

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
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

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

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
£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

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