Torque2 Ltd

Torque2 CRM Software

Single Customer View database software solution that allows clients to collect, aggregate, store, access and interrogate data in a Single Customer View (SCV) for marketing, analysis and insight purposes.

We also offer CRM consultancy to include, strategy, planning, data analysis, communication planning and project management to support the software above.

Features

  • Single Customer View database software to integrate multiple data sources
  • Survey module integrated with SCV database
  • Event Management module integrated with SCV database
  • Email, sms and DM campaign management tool
  • Call Centre module integrated with SCV database (20 users max)
  • Mapping tool integrated with SCV and using Google interface
  • Mobile app integrated with SCV for in field data capture
  • Customer feedback module
  • Social media monitoring module
  • Social media planning tool integrating FB etc with SCV

Benefits

  • SCV database offers view of an individuals multiple attributes
  • Create and mange consumer/community panels and forums
  • Mapping tool provides socio geographical insight insight visually
  • Automated and manual multi channel marketing campaign delivery
  • Real-time reporting and data exports
  • Cloud based providing flexible access based on permissions
  • Provides a bridge between social media and CRM platforms
  • Manages live events from planning to engagement on the day
  • Accessible from anywhere and using multiple devices

Pricing

£40000 per instance per year

  • Education pricing available

Service documents

G-Cloud 11

891524981619137

Torque2 Ltd

Quentin Boyes

017687 76048

QuentinBoyes@torque2.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • The system is provided as Software as a Service (SaaS),
  • Access to the Internet and web browser the only requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Depending on status 4 - 24 hours
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 No
Onsite support Onsite support
Support levels We provide access to Level 1 online support via the user dashboard the cost for which is included in the licence fee.
We provided technical project managers and consultants at the initial configuration stage and when providing training. These are costed out and included in the set up fee.
Ongoing or ad hoc technical support is provided on a pay as you go basis.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide both onsite training and user documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We will normally supply flat files but other formats can be discussed and delivered.
End-of-contract process During the termination period we will provide all reasonable assistance requested by the Customer to allow the Services to continue without interruption following the termination of the contract and to facilitate the orderly transfer of responsibility for and conduct of the Services to the Customer and/or New Service Provider.

During the termination period, we will provide for transfer to the Customer and/or New Service Provider of all knowledge reasonably required for the provision of the Services which may, as appropriate, include information, records and documents; and provide customer and/or New Service Provider with access to such members of Torque2's or its Subcontractors' personnel as have been involved in the design, development, provision or management of the Services and who are still employed or engaged by Torque2 or its Subcontractors.

The costs for above are all included in the agreement.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile can only be used for accessing some of the marketing tools such as surveys or reports which can be sent direct to mobile.
Accessing the SCV and data tree not practicable using mobile screens.
Accessibility standards None or don’t know
Description of accessibility The software is accessible through a web browser using screens and keyboard only
Accessibility testing None
API Yes
What users can and can't do using the API Typically the service will be set up through the import of a dataset of contacts and households. This can be done via a self-service import module, although typically the data needs additional flagging and therefore requires technical support to complete successfully.
APIs are available for the creation of new database contacts and households, updating existing contact details, setting and updating communications and content preferences for contacts, as well as many other APIs for specific uses such as:
Contact details,
Voucher details,
SMS messages,
Campaign,
APP,
Tiers,
SLP,
Communication preferences,
My Preferences,
Wireless logins,
Location,
Loyalty log ins and points,
Selections,
Feedback,
Basket ,
Surveys,
Enquiries.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Every customers data tree is built bespoke to their requirement, drawing on different data sources and using different 3rd party data overlays like MOSAIC for example.
All of this type of customisation is done by ourselves.

Basic reporting dashboards are customisable by individual user.

More complex reports can be built into the dashboards using OLAP cubes, for example.

All the templates for emails, survey forms, PURLS etc are fully customisable by user, we simply need HTML files.

Scaling

Scaling
Independence of resources We monitor usage and server time and adapt as required.

Analytics

Analytics
Service usage metrics Yes
Metrics types Super Users have access to a User Management Dashboard which shows as standard user details, contact details, total number of log ins and created on and last activity dates.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Acteol Support Services Ltd

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Other
Other data at rest protection approach Secure racks,
Physical access controls
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 They can export their data directly from the SCV selecting XLSX or CSV format and choose which fields they want to include in the export using a wizard.

Data export permissions can be managed using permission controls
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other
Other data import formats XLSX

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Encrypted PSN service https/SSL
encryption is minimum of AES-256
Data protection within supplier network Other
Other protection within supplier network Contractual agreement with Data Centre Provider.
Within the data centre we have other encryption, secure racks and physical access control

Availability and resilience

Availability and resilience
Guaranteed availability We deliver our service as a hosted managed service with a target of 99.9% availability 24/7.

With regards fault response and repair, critical matters will be resolved within 4 hours 24/7 and minor ones within 48 hours during normal working hours i.e. Monday to Friday 08.00 to 20.00 hours.

Planned Maintenance will be carried out as far as possible out of office hours, or with the prior agreement of the Customer. Planned Maintenance does not come within the permitted downtime levels as laid out in our contract.

The Customer may terminate our agreement immediately at any time by written notice to Torque2 if Torque2 commits a breach of its obligations to achieve 99.9% availability of its hosting environment in two consecutive calendar monthly periods (more than 45 minutes unplanned downtime per calendar month), and Torque2 fails to remedy the breach in the calendar month following the written notification of the breach in question.

We do not offer refunds.
Approach to resilience We offer SLA's regards availability which are available on request.

Our data centre is managed by a 3rd party, Level 3 Communications, 260-266 Goswell Road, London, United Kingdom, EC1V 7EB, whose security features for access include video surveillance by both visible and hidden cameras, motion sensors, biometric identification systems, controlled photo ID keycard access and 24-hour security-guard patrols.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels We offer several tiers of access to the platform with various user rights and permission levels. These are all password protected.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get 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 Torque2 is a small company with less than 3 full time employees, as such we are clearly known to each other.

We use a pool of named, vetted and trusted consultants and sub contractors with whom we have been working for over ten (10) years on behalf of clients in financial services, pharmaceutical, gaming and many other industry sectors.

All our employees, consultants and sub contractors are responsible for ensuring that corporate information assets under their control are properly protected through the implementation of cost-effective physical security measures, appropriate to their working environment.
Information security policies and processes Torque2 is a small company with less than 3 full time employees, as such we are clearly known to each other.

We use a pool of named, vetted and trusted consultants and sub contractors with whom we have been working for over ten (10) years on behalf of clients in financial services, pharmaceutical, gaming and many other industry sectors.

Each person is employed on a contractual basis with their roles and responsibilities detailed and documented.

We have documented policies for the following which all employees and contractors are aware of:
Information Sensitivity,
Data Disaster Recovery,
Physical Security,
Virus Vulnerabilities,
Security Incident,
Communication and voicemail.

Any breaches or issues arising are immediately reported to Quentin Boyes, Founder and Director.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Torque2 Hosting Service is constantly being upgraded and improved.

We make this work as transparent as possible, by having a policy of:
1. Making significant changes out of office hours, generally in the regular scheduled maintenance period.
2. Ensuring that outages are kept to a minimum.
3. Grouping changes together so that they happen simultaneously.
4. Keeping changes to a regular time.

All Customer data is backed up twice, every 12 hours.

In terms of software upgrades and releases, these are continually being done on a rolling basis with each release published via the dashboard and fully documented internally.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have a risk assessment process which identifies threats and vulnerabilities and a policy for addressing them.

These threats and vulnerabilities are identified by a 3rd party auditor on an annual basis and through internal testing, employees'/contractors' alerts and other public sources.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Torque2 is a small company with less than 3 full time employees, as such we are clearly known to each other.

However all individuals are required to report IT security incidents involving viruses, worms, etc. as they can reduce the functionality or otherwise affect the Torque2 facility and communication environment.
Individuals and information technology support professionals are expected to: prevent computer equipment under their control from being infected with malicious software by the use of preventive software and monitoring, and, take immediate action to prevent the spread of any acquired infections from any computers under their control.
Incident management type Supplier-defined controls
Incident management approach Torque2 is a small company with less than 3 full time employees, as such we are clearly known to each other and reporting of any issue is pretty immediate.

Any serious issue is immediately reported to Quentin Boyes, Founder and Director, who role is to investigate it immediately and find a solution or resolution.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £40000 per instance per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
Return to top ↑