CommsBuilder provides organisations with an easy-to-use platform where employees can create, edit and manage all of their customer communications in one place. Through the web interface, users can control the logic, text and style of their templates to create highly personalised, multi-channel customer communications that are consistently on-brand and compliant.


  • Create, edit and manage templates through one platform
  • Create highly personalised communications by utilising customer data
  • Deliver multichannel customer communications
  • Intelligent targeting and event-driven communications
  • Digital approval workflow
  • Real-time production dashboard
  • Automated compliance proofing


  • Create and manage consistent, on-brand customer communications
  • Reduce the overall cost of producing customer communications
  • Configurable to any organisations needs and data source(s)
  • Ensures compliance with approval workflows
  • Enhance customer experiences with powerful personalisation
  • Increase efficiencies with automated communication processes
  • Create, review and approve changes without any IT involvement


£75 per user per month

Service documents


G-Cloud 11

Service ID

9 4 9 5 7 4 8 5 9 2 4 6 0 1 2



Simon Howell

0844 567 8987

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Email delivery, CommsSender, Archive service
Cloud deployment model Private cloud
Service constraints No
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times vary depending on severity and priority of the query. P1 (Critical) initial response within 30mins, resolution within 1 day. P2 (High) initial response within 1 hour, resolution within 2 days. P3 (Medium) initial response within 2 hours, resolution within 5 days. P4 (Low) initial response within 4 hours, resolution within 5 days.
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 No
Onsite support Yes, at extra cost
Support levels Support levels are agreed and priced as part of the service. All customers will be allocated an account manager and support email/ number specific to their service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A combination of on-site and off-site training, in addition to user documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction This will be agreed as part of the data retention agreement.
End-of-contract process We will agree, as part of the contract, notice period for the service to cease. At the end of the contract users will be unable to access the interface.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 No
Service interface Yes
Description of service interface The CommsBuilder interface provides organisations with one platform where employees can create, edit and manage all of their customer communications.

Through the web interface users can easily preview and edit the design, content and components of each communication – whether it’s a letter, and email, SMS or interactive web page. The easy-to-use interface enables users to create truly personalised, targeted communications by utilising customer data in any format from any data source – without any IT involvement.
Accessibility standards None or don’t know
Description of accessibility Users can access the interface via a web browser.
Accessibility testing N/A - Assistive technologies can be integrated into the solution.
What users can and can't do using the API An API can be used to send documents for processing and/or meta data for composing (depending on requirements).
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation CommsBuilder can be fully customised to meet specific organisational requirements and processes. Some customisation can be done by users via the interface. Some customisation will require the expertise of DocCentrics.


Independence of resources We actively monitor system resources and automatically monitor resource utilisation. This scales responsively.


Service usage metrics Yes
Metrics types Number of users, volume of documents, types of documents, delivery methods, invalid documents, returned mail, availability, SLA performance and any KPI's agreed with the client.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Templates, any associated business rules, and assets are exportable in XML.
Data export formats
  • CSV
  • 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)
  • IPsec or TLS VPN gateway
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.7%
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels User authentication and IP whitelisting
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 have access to real-time 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 Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 18/01/2017
What the ISO/IEC 27001 doesn’t cover All areas of ISO27001 are covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Information Security Policy available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The status, location and configuration of service components (both hardware and software) are tracked throughout their lifetime. Changes to the service are assessed for potential security impact. The changes are managed and tracked through completion. Alerting and notifications are present.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Potential new threats, vulnerabilities or exploitation techniques which could affect service are assessed and corrective action is taken. Relevant sources of information relating to threat, vulnerability and exploitation techniques are monitored. The severity of threats and vulnerability is considered within the context of the service and this information is used to prioritise the implementation of mitigations. Known vulnerabilities are tracked until mitigations have been deployed.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The service generates adequate audit events to support the effective identification of suspicious activity. We operate a 'deny all' policy on access. Events are analysed to identify potential compromises or inappropriate use of the service. These are prioritised and scheduled. Prompt and appropriate action to address incidents are scheduled depending on priority.
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 We have an Incident Management Policy, which is covered under our ISO27001 accreditation. Users can report issues via the customer ticketing system and incident reports provided during and upon conclusion 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


Price £75 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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