Capricorn Ventis Ltd.

Zendesk

Capventis are helping customers to improve their customer services with Zendesk Platform. The Zendesk platform is highly scalable and offers the flexibility and integration capabilities that will serve the most complex and demanding customer care issues.

Features

  • Multi Channel Support - Email/Web/Phone/Social Media
  • Mobile support
  • Ticket Management
  • Reporting and Advanced Analytic Tool
  • Extensive Knowledge base portal
  • Both Public and Private Forums
  • Multi Brand Support
  • Available in Multiple Languages

Benefits

  • Easy to deploy
  • Enable Self-Service Support
  • Seamless integration
  • Ability to connect with social media channels (Facebook & Twitter)
  • Reduce businesses overall support costs
  • Ability to provide 24/7 customer service support

Pricing

£700 to £1300 per unit

  • Education pricing available

Service documents

G-Cloud 11

930099440170319

Capricorn Ventis Ltd.

Brian O'Flynn

+44 845 313 8696

brian.oflynn@capventis.com

Planning

Planning
Planning service Yes
How the planning service works To create a cloud strategic plan for an organisation, Capventis have developed the IM2PROVE Methodology Model which looks at the challenges and the opportunities for the successful delivery of a cloud solution. IM2PROVE can scale from the smallest scope to the largest programme. The Capventis service is to facilitate the IM2PROVE journey for and with the people (Business and Customers) involved. We engage with the main stakeholder/s to scope out and plan for IM2PROVE, and then work with them through all defined and agreed stages. It can apply at the conception/inception phase (MAP, Planning and Measure) to provide the insight, through to the design and planning stages to get agreement and executive approval , and on to the delivery stages to create and deploy solutions. Capventis works with leading technologies focusing on Customer Experience Management, Analytics, Data Management and Integration. Digital solutions is all about sourcing, integrating, processing, delivering and transacting data. Typically this sites around and between the main operating systems of the organisation. Connecting silos and streaming experience and processes.
Planning service works with specific services Yes
Hosting or software services the planning service works with Zendesk

Training

Training
Training service provided Yes
How the training service works Training will be discussed as part of the scope of the project. For Zendesk Solutions, we do provide training solutions including onboard training, user training, end user training.
Training is tied to specific services Yes
Services the training service works with Zendesk

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Capventis has established the “Brilliant Basics” concept to implement cloud system. The Brilliant-Basics means designing for the fundamentals and keeping things clear and simple. Zendesk provides for a very rich, but an intuitive platform. This can be designed and implemented quickly, facilitating a rapid migration to the transformed model. The design, and related business input is about putting in place the essentials for tomorrow. Get the basic components in first, and follow later with enrichment and evolution, at a pace that suits you. The advantage of this approach is an (enforced) simplification of the initial project, allowing us to build out a system that is structurally aligned to the business, and to focus on business migration. Everybody likes this in our experience. It gives ownership and control to the organisation, and allows it to drive further evolution according to what they believe they need, and will work. After the initial project, there should be no need for significant later phases. Continuous improvement should involve small, discrete and easily managed sub-projects. These would be scoped, configured, tested and deployed in days, rather than weeks. The means to implement continuous improvement would be established from the outset.
Setup or migration service is for specific cloud services Yes
List of supported services Zendesk

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works The project management / quality approach adopted by Capventis is an in-house approach that has been developed over many years of successfully delivering projects to clients. The approach has taken the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, etc. but has refined these methods down to make for a far simpler more efficient and effective delivery methodology aligned to the needs of cloud systems. Quality Assurance is embedded in the very fabric of all that Capventis does and it is managed at all levels from the consultant to the project manager and up to the Lead Architect. The Quality Assurance is evidenced in the Blueprint Documentation, in the on-going maintenance of the SoW and in the publication of weekly status reports that tracks progress against plan. On completion of a piece of configuration the work is cross referenced with the Blueprint by both the developer and lead analyst. As part of the weekly progress project review the status of each piece of work is confirmed in terms of budget, timeline and quality, finally the work is inspected and approved by the Client UAT Team.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
How the support service works Capventis is able to provide ongoing support to clients by providing a second line support service on a drawdown services mechanism as and when needed by the client team. Services types including management, advisory, analysis, design, configuration, integration, testing and training. The drawdown services typically apply where a business solution is already in place, which requires regular or ad-hoc services from Capventis in support of the client team.

Service scope

Service scope
Service constraints Typically the support we provide is 8 x 5 but additional support can be arranged.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLA response time is within 1 hour of an issue been raised. Support is provided Monday to Friday from 9:00am to 5:00pm. Additional Support can be arranged by special agreement.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AAA
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Capventis provides an organisation with a standard support level agreements which are delivered on a flat fee structured basis. Additional support can be arranged by special agreement. Each support request will be assigned to a single point of contact. In addition to the single support contact, every client is allocated both a technical project manager and a commercial manager.

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Zendesk

Staff security

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

Pricing

Pricing
Price £700 to £1300 per unit
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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