eCom Scotland

eNetCRM

eNetCRM Membership Management is a customisable Contact Management solution delivering a sophisticated range of services for institutes, member associations and other 3rd sector income raising organisations. Provides self-service, renewals processing, CPD recording with professional standards and grant monitoring, evaluation surveys, qualification results and resit options, event registrations and campaign management.

Features

  • Member login, self-service, purchase history, CPD and certification record.
  • Fully integrated multi-currency sales invoice, receipts, credits
  • Supports range of payment options and payment gateways
  • Management of subscription levels, schemes and discounts
  • Workflow provides business automation, with alerts
  • Bulk email integration with range of campaign and survey tools
  • E-commerce, integrated merchandising, stock control and barcode scanning
  • Event management, booking, ticketing, attendance, event CMS web portal
  • Dashboard and reporting tools with standard reports
  • Integration with in-house systems via API or Web services

Benefits

  • Member and applicant self-service access to update own records
  • Non-technical, easy to use intuitive design, custom branding
  • Track campaign and event responses and bookings in real time
  • Real-time integrated dashboard views of user and income activity
  • Automation of workflow, member joining process, and payment of fees
  • Use finance system nominal codes to integrate products and events
  • Management of CPD pathway and history
  • Apply own branding and customise to suit your organisation
  • Create dedicated event portal with merchandise, downloads and accommodation
  • Cost effective licensing options

Pricing

£0.45 to £2.50 per user per year

Service documents

G-Cloud 9

946639304703866

eCom Scotland

Emma Dickson

01383 630032

Emma.Dickson@ecomscotland.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints • Client SSL mandatory requirement
• Number of logins determined by license purchased
• Technical support for list of supported web browsers
System requirements
  • A stable internet connection of 5Mbps minimum
  • A browser that supports HTML5

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to respond to all enquiries within 24 hours but some responses may take up to 72hrs .
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing Web chat has undertaken accessibility testing with JAWS eCom is a supplier to RNIB
Onsite support No
Support levels Support for Admins with training for trainers, also configuration and setup requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Admin users receive mandatory training, access to webinars, telephone support. Manuals are provided for each user group setup.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats MP4
End-of-contract data extraction A request to helpdesk, will estimate the export requirement dependent on the level of customisation. All data will be provided in CSV and /or XML format
End-of-contract process 3 month notice is required that the annual contract is not to be renewed. A client data request is initiated with a view to providing data extract. All data is backed up and an archived is created. The accounts are closed and service is terminated with all data removed from the cloud.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Not applicable, both supply the same service.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Service interface is fully tested with JAWS
API Yes
What users can and can't do using the API API access and documentation are given on request. The API requires user based authentication. The API allows news content, articles, events and member information.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation ECom operates a change request process for customisation.

Scaling

Scaling
Independence of resources Cloud is load balanced and application optimisation.

Analytics

Analytics
Service usage metrics Yes
Metrics types Real-time metrics dashboard available on connection, user levels and support tickets status. SLA
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Export tools are provided for user data and reports, a full database export can be provided on request.
Data export formats Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability 99.9% as per https://www.ukfast.co.uk/service-level-agreement-cloud-hosting.html and reasonable maintenance.
Approach to resilience Information available on request.
Outage reporting Information received via SMS message and follow up phone call along with access to a client dashboard. 24/7 support with UKFAST engineers. Account manager availability.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User roles to restrict management interface.
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 contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

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 accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation Yes
Security governance standards Other
Other security governance standards Cyber Essentials.
Information security policies and processes Adhere to principles of ISO27001

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach ECom's formal change management process;
• Appointing a change manager responsible for the proposed changes. • Assuring all proposed changes are evaluated for their benefits and risks, and that all impacts are considered.
• Prioritizing changes so that limited resources are allocated to those changes that produce the greatest benefit based on the business need.
• Requiring all changes are thoroughly tested and that each deployment includes a back-out plan to restore the state of the environment in the event that the deployment fails.
• Ensuring the configuration management system is updated to reflect the effect of any changes.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach All applications updated via Sucunia PSI and operating systems patched via WSUS within 14 days and after testing. Regular vulnerability scans performed by penetration tester. Anti virus and anti ransomware installed on all machines
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Syslog Monitoring performed by PRTG server
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach • Incident identification
• Incident logging
• Incident categorization
• Incident prioritization
• Initial diagnosis
• Escalation, as necessary, to level 2 support
• Incident resolution
• Incident closure
• Communication with the user community throughout the life of the incident

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.45 to £2.50 per user per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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