Pro-8 Pro-8 Membership Management and Professional Standards CRM Software as a Service Service Description Contents ABOUT PROTECH... 2 PRO-8 CRM OVERVIEW... 2 HOSTING AND INFRASTRUCTURE... 3 PRO-CRM FEATURES... 4 Pro-8 Core CRM... 4 Pro-8 Membership Management Module, including Sales Ledger... 4 Pro-8 Subscriptions & Renewals Management Module... 5 Pro-8 Education Management Module... 5 Pro-8 Event Management Module... 5 Pro-8 Communication and Engagement Tools... 6 Pro-8 Product Sales & Marketing Modules... 6 Pro-8 Workflow Task Automation... 6 SUMMARY OF THE KEY FEATURES AND BENEFITS OF PRO-8 CRM. 7 ADDITIONAL INFORMATION... 8 Page 1 of 11
About ProTech ProTech are a leading UK information technology business, transforming the capabilities of the Not for Profit customer. Trading for 20 years, this wholly owned UK business has developed extensive technology and change management expertise in supporting 3 rd sector organisations to transform their operations, sales capability and customer experience through a single, highly flexible configurable platform of software modules, known as Pro-8 CRM. ProTech s staff work with the UK s most prestigious and quality driven NFP s and Pro-8 has been developed for, and in conjunction with, our end users. We understand how to optimise people, processes and platform through the application of our product suite. For further information about ProTech, our people and products please visit www.protech.co.uk Pro-8 CRM Overview ProTech partners with an eco-system of SME s to provide SaaS for our Membership Management and Professional Standards CRM, Pro-8. This Service Description describes the Pro-8 Application suite which offers highly configurable, functionally rich solutions for the Professional Membership sector. The Pro-8 CRM SaaS Platform delivers a suite of specialist, modular applications with Customer Relationship Management (CRM) capability at the core. The Pro-8 Membership Management and Professional Standards CRM deploys a range of these modules to deliver sophisticated and highly configurable solutions for those organisations delivering membership management products and services, combined with professional standards management and monitoring. This includes management of contacts, applications for membership, subscriptions management, definition and management of educational frameworks, learning / training event management and student / tutor management. The platform is supported by a cohesive and comprehensive framework of supporting tools including an integrated reporting / data querying module, task / contact management, task automation and routing, products sales and marketing, together with contact / member communication and engagement tools. The Pro-8 Web Portal also enables membership management and professional standards features to be deployed via ProTech s digital platform, ProWeb to deliver customer facing membership management and professional standards products and services via the digital platform. This configurable platform provides 2 options for deployment of web services: 1) Where there is an existing website / preferred web technology Standard API methods can be integrated with an existing / preferred digital platform to deliver integration with the core Pro-8 CRM platform; leveraging sophisticated and functionally rich membership management and professional standards services to facilitate engagement with contacts and members. Standard API s include (but are not limited to), Page 2 of 11
contact creation, membership application process, event booking, CPD (Continuing Professional Development) evidence management, Learning / Education Programme registration / booking, payment gateways, membership subscriptions processing, contact / member data management, communication preferences and configuration / capture of organisation specific data attributes. 2) Where the client wants a single, integrated platform By utilising the ProWeb CMS, Pro-8 can provide a single platform to meet all of your membership management / professional standards requirements through a single solution. Utilising Umbraco CMS, ProWeb provides a configurable, toolkit of web services, delivered via the ProWeb CMS interface. All of the features as described in (1) above are available, without the need for an existing digital platform. Both of the ProWeb implementation options fully support SSO (Single Sign On) to deliver role specific dynamic screen display. This ensures that your web service only users are only given access to view and update the data and services appropriate to their role. Access to the web services data and content is device independent so will readily support your mobile user population. Security is provided by the core application and ProWeb at the levels of: Users / User Groups Access can be restricted to screens, data entities and data attributes based on user type / function. This is supplemented by further sophisticated security features designed to support IL0 to IL3 requirements and / or blended levels of security: Screens / Functions permissions to view or edit screens both via the web portal for self-service features and through the core application can be restricted based on user / user group profile. Data Entities Access to particular types of record can be restricted by user / user group. Data Attributes Access to specific attributes within a record can be restricted by user / user group. The application delivers login context specific access control which enables the functionality and data access to be restricted based on the method used to access the application (e.g. public internet or secure network). This enables data items to be protectively marked such that display of marked data is not made available when the user is accessing the application from the public internet (or other insecure access point). Hosting and Infrastructure ProTech has established partnerships with service providers to deliver on demand, Assured Cloud Services. Our hosting partners can offer services to support a variety of cloud deployment models depending upon a client s requirements. The following deployment options are most appropriate to the anticipated user base. Page 3 of 11
Private Cloud Infrastructure is owned and managed by the client and can be hosted on premises. Community Cloud In this model the client can make use of a shared UK secure government cloud infrastructure. A community cloud would be connected to relevant WAN networks to provide integration with existing systems. Hybrid Cloud Most infrastructure is wholly owned by the client and hosted at client premises but some resources are hosted within a community cloud. Whenever such facilities are used, suitable security measures must be enforced to ensure that information assets are appropriately protected within the Hybrid cloud environment. Our hosting partners offer a secure service with data in named, accredited UK data centres which utilise the Pro-8 platform. Pro-CRM Features Pro-8 Membership Management and Professional Standards CRM as a Service in the Cloud offers the following core product features which are fully integrated to offer a single, comprehensive solution: Pro-8 Core CRM Highly flexible configuration tools to enable users to customise the user experience including screen display, categorisation of records, record types, titles, field labels, tool tips, create forms, fields, business rules etc. Easy to use yet highly functional record management capability including record create wizard features, record searching and de-duplication, record retain list, relationships view past, current and future, user definable data attributes etc. Activity management including auto or user generated task creation. Categorisation, follow-up, link to external documents / files, drag and drop items from MS Outlook inbox. Sophisticated relationship management enabling data entities to be linked together in a hierarchical one to one, one to many or many to many relationship structure. Pro-8 Membership Management Module, including Sales Ledger Configuration of the membership management flow to deliver cradle to grave membership classification and status management. Multi layer membership products and services to build up a portfolio of membership services which can be charged for including eligibility criteria and access to services permitted. Online (web) member joining process including definition of user defined data attributes and business rules. Access to membership services using SSO via the digital platform. Member self-service features including record administration and preferences management. Page 4 of 11
Access to specialist online forums based on member preferences and interests. Pro-8 Subscriptions & Renewals Management Module Highly configurable pricing menu to enable the member s attributes (e.g. age, location, class of membership, method of payment or any attribute held against the member record) to be used to calculate the membership fee(s) payable to the organisation. A comprehensive range of payment options and methods. Automated management of late / non payment of subscription fees including bulk reminders processes and bulk member lapsing processes. Management of fees for lapsed members. Fully integrated Sales Ledger to manage invoices, proformas, receipts, credits, aged debt. Including standard nominal interface extract to interface data to finance system(s). Multi currency capability. Individual, Corporate and Group Subscriptions schemes. Full BACS, ADDACS, AUDDIS integration for direct debit collections. Bank account data entry validation. Membership journal subscription management including preferences, pricing and distribution. Pro-8 Education Management Module Highly flexible and sophisticated Education Management module that enables users to define and maintain educational programmes / frameworks. Supports National Qualifications Framework (NQF) and Qualifications and Credit Framework (QCF). Ability to create and manage accredited Centres. Management of tutors including tutor availability, preferences, subject area(s) and specialisms, contracts, assignment of tutors to component(s). Comprehensive student management including registrations, marking, certificate production, re-sits, special circumstances, Accreditation for prior learning (APL), post nominal assignment etc. Mass importing of student marks and / or papers and automation of pass / fail algorithm to deliver significant efficiency benefits. Online registration of students onto programmes and associated communications and associated payments. Pro-8 Event Management Module Flexible design of event templates that can be applied to actual events for ease of deployment. Online events programme and event booking, amendment, cancellation and payment. Flexible event design including venues, hotel bookings, speakers, multi layer event tracks, breakout sessions, table plan design, multiple cost options including early booking / member discounts, dietary and special access requirements, capacity and wait list management. Event delegate management including delegate booking status, delegate preferences, charges, payments including options to process payment, invoice now, invoice later, invoice 3 rd party, hotel bookings. Page 5 of 11
Events can be linked to educational programmes to provide CPD credit points and required completion date. Pro-8 Communication and Engagement Tools End to end management of customer / members requests in any format including telephone, letter, e-mail and web. Auto or user defined assignment of communication to user / user group(s) for action and monitoring. Service Level Management to ensure responses and provided in accordance with agreed standards. Create links to documents submitted by Contacts and create categorisation and / or follow up activities. Communicate with contacts both individually and in groups on demand using a variety of communication media. Fully integrated with Outlook and 3 rd party digital mailing software to deliver communication tracking, open rates, unsubscribes, hard bounces etc. Sophisticated yet simple data mining / profiling tool to identify records with shared attributes to create an engagement audience. Pro-8 Product Sales & Marketing Modules Create a campaign to generate interest in your products and services and track responses to your campaign so that you know which campaigns are most effective for your target audience. Create budgets, assign resources, start and end dates, seeds and marketing collateral. Send out campaign collateral using a range of media including e-mail, post, telephone and record campaign responses. Online product sales linked to campaigns including flexible and sophisticated definition of products and product portfolios. Apply discounts to products / services using specified criteria such as type of contact, number and type of products purchased etc. Analysis of ROI performance and sales pipeline metrics. Pro-8 Workflow Task Automation Fully integrated workflow management to enable users to model task / process automation. Link workflow to CRM items to enable user to trigger associated workflow. Auto triggers workflow when a record reaches a defined state. Auto creation of tasks, documents, e-mails, telephone contact etc. Auto assignment of tasks to users / user groups. Significant opportunities for efficiency and service optimisation Page 6 of 11
Summary of the Key Features and Benefits of Pro-8 CRM The Pro-8 CRM platform has the functionality and capability of a world class membership and professional standards management system combined with modern, scalable and secure architecture and infrastructure platform via our hosting partners. The key benefits are summarised as: 1. Opportunity to deliver significant efficiency benefits and overall cost benefit through selfservice features, workflow based process automation and tools that facilitate end-to-end optimisation of people, processes and platform. 2. Never be out of touch with your members and contacts. Through the single customer view Pro-8 CRM places your customer at the heart of your organisation. 3. Leverage opportunities to develop and publish new products and services; literally at your fingertips. Pro-8 CRM is designed to be totally configurable, dramatically reducing time to market and reducing implementation costs. 4. Business intelligence available through the Pro-CRM reporting and data querying capability informs your decision making and ensures you understand the true whole life costs and income generated by your members. This ensures that focus is placed on increasing the sales of your profit generating products, services and activity. 5. Improved data reliability and accuracy by removing data entry errors and reducing the physical amount of keying activity of end users. Configurable data validation rules ensure that your business rules adapt with your customers. 6. Complex security features that deliver user profile driven content and features. 7. By effectively integrating your marketing, sales and operational functions, your Pro-8 CRM system makes it easier for people to work together and share vital information, reducing dependence on key individuals through a shared information portal. 8. Enables your members and contacts to connect with each other, building your credibility, profile and knowledge pool. In summary, Pro-8 CRM offers any organisation with membership and professional standards management requirements, a cohesive, fully integrated platform to support both member self service as well as highly configurable and functionally rich back office management capabilities delivering significant opportunities for process automation, process management and rapid design and deployment of new products and services. An investment in Pro-8 CRM is one which will deliver significant benefits during and beyond the investment period. Page 7 of 11
Additional Information Performance and monitoring User Interface Data Assurance On-boarding / offboarding services Data extraction, migration and deletion Data import / export features ProTech and our hosting infrastructure partners monitor both the application and the infrastructure to ensure availability targets are met, or exceeded. Any changes to the application or hosting environment are subjected to testing protocols to ensure regression issues are not introduced. Our hosting and infrastructure partners are accredited to Information Security Management Standard ISO 27001. Web browser. Smart client ( Click Once ) or application virtualisation using a variety of methods (required for Pro-8 Enterprise Edition only). ProTech works in partnership with IL3 accredited infrastructure as a Service (IaaS) providers. ProTech is responsible for the deployment and support of the Pro-8 application suite. If the service is, at the customer s request, to be accessed also or via the Internet rather than a private connection then that level will be at IL0. Private connections (including connectivity to CJX or PSN) are assumed to be provided by the customer. The customer should refer to the pricing document(s) and SFIA rate cards for the IaaS infrastructure partner(s) to fully understand the overall pricing model. The costs included within the ProTech Cloudstore Entry are for the Pro-8 CRM software suite only and hence exclude associated infrastructure costs. The Pro-8 suite of specialist, modular applications employs the following On-boarding service options, which include: Associated setup/configuration activities for the entry level minimum of 30,000 users and 100 concurrent licenses in accordance with customer requirements. Data migration support services are optional, and will be charged based on the rates in the SFIA rate table. For further information on data migration, see below. Off-Boarding services options include: Extraction of consumer generated data which will be charged using the rates specified in the SFIA rate table. On termination of the service customer data will be removed from the system. The data migration service is available for the migration of data from the customer s current application. The goal is to ensure data integrity is preserved, constraints are not violated, there is minimal operational impact and the data is available as required via prioritisation. Migration activities include data mapping, proof of concept, trial migration, final live migration and result verification. In respect of data migration from legacy applications, this service will be at an additional charge and will be determined on a case to case basis depending on the volume, complexity, source system of the data to be migrated. The service will be priced using the rates in the SFIA rate table. Pre defined datasets can be readily imported into Pro-8 CRM to create new records. All record sets created from system generated reports or data profiles can be exported to standard formats such as Excel. Page 8 of 11
Estimated Timeframe Data backup, disaster recovery Technical requirements Helpdesk support Data processing and storage locations Deployment models Financial recompense for not meeting service levels A sandbox service can be provisioned within 6 weeks, subject to an agreed set of functional and non-functional requirements. The production service on-boarding timelines will be agreed with the customer on a case-by-case basis based on individual testing requirements and migration priorities. Backup and disaster recovery services are provided by ProTech s infrastructure partners and are designed and deployed in accordance with client requirements. As is the case for all Cloud based SaaS applications, access to appropriately specified infrastructure will ensure optimal use of the modules. The nature of the SaaS product(s) purchased may necessitate additional hardware and / or software (e.g. operating systems). Access to LAN s, WAN s and broadband access to the internet are also features of the deployment models offered. Tier 2 Support is provided from the Support Desk and standard features include: Fast response support via remote diagnostic links or agreed access method(s). Interactive on line support via GotoMeeting (Web Application). On line reporting and tracking of all support calls via ProAssist (Web Application). On line guidance instructions via ProAssist. Quarterly support review meetings. The table below provides the choice of support options. Table 1 Help Desk Support Levels Standard Support Level Cover period Monday - Friday, 0900-1730 (excluding Public & Bank Holidays Advanced Monday - Sunday, 0800-1800 Enhanced 24 hours/day, 365 days a year The service levels are to provide a workaround within 4 hours for a Critical fault, 8 hours for a Material fault and the next major application release for a Cosmetic fault. The Pro-8 CRM SaaS data is stored on storage devices hosted by our hosting infrastructure partners in their UK data centres. Storage requirements are determined at the start of the contract and are dynamically scalable to meet customer need. ProTech and our infrastructure hosting partners provide a range of deployment options including: Public Cloud Private Cloud Hybrid Cloud We can deploy the Pro-8 CRM onto the customer s own hardware infrastructure / customer owned datacentre where required. In all deployment models, ProTech are responsible for the deployment and support of the application suite (tier 2 only). ProTech will discuss a financial recompense model should there be a requirement. At present all prices exclude any form of financial recompense or service credits. Page 9 of 11
Service constraints Customer responsibilities Product development roadmap Service Transition Pricing 3 rd party software integration features These are variable and are in accordance with the service subscription being purchased and can be tailored according to customer need. The customer responsibilities include: Procure the IL3 IaaS service from the Cloudstore or provide the infrastructure hardware and software pre-requisites upon which ProTech would deploy and support (tier 2) the Pro-8 application suite. Provision and management of tier 1 support services. Provide the device and network connectivity to the servers or the hosted infrastructure. Data ownership. Ensure that user logins and passwords are kept secure. Ensure that users are appropriately trained. Secure network access. Ensure that only appropriate data is stored and processed within the environment. Customer network connectivity to the data centre. Functional developments to the Pro-8 CRM SaaS Platform are added to the product roadmap on a regular basis and in consultation with the customer / user base through the user group. There are a minimum of 4 software maintenance releases per annum, of which at least two will provide new product features which can be adopted by the customer as appropriate. Additional services available during the service transition include: Project management and support. Change management and support. Transition planning and support. Training for: End users on application functionalities; Operations staff on operating the application; Service desk (triage) staff on supporting the end users. Prepare local champions for the new application. ProTech has listed an entry under the Service Integration and Management (SIAM) area of the Cloudstore for the implementation services associated with the implementation, configuration and management of the Pro-8 application suite. Please see separate Pricing document. QAS provides address validation and address populate features QAS DataPlus Builder provides auto assignment of relationships based on location driven parameters Dotmailer provides enhanced digital marketing capability Servebase / Worldpay / Sagepay provides online credit card payment processing Barron McCann delivers online bank account data entry validation Please note that the Pro-8 CRM does not require any of the above products to deliver the features described in this service definition. These are additional features that may be of interest to the customer and are the Page 10 of 11
Pricing Minimum contract period subject of separate, additional license fees. LiveOps delivers real-time Computer Telephony Integration for Inbound CLI / screen pop capability and Co-ordinated Voice Data Transfer. LiveOps also supports live web chat from the front end CMS. ProTech and our infrastructure and hosting partners offer a range of options. Pricing for each of these is available separately under the Cloud listing for the service. There are 2 licensing models for Pro-8 CRM 1) traditional software as a service where license fees are included in the monthly charge, or 2) perpetual site license where the license fees are included in the monthly charge and license charges cease to be applicable after the initial 2 year contract period for a maximum of 5 years (minimum 200 users). The cost of configuration and / or customisation will be per the SFIA rate card. Pro-8 requires a minimum 12 month contract with a minimum commitment level of 200 Pro-8 Enterprise users for a perpetual site license and 20 users for the standard license. Each Pro-8 Enterprise license provides 1000 web users (member access) for the standard SaaS model. Termination Subscription to the service will normally be for a minimum period of 24 months. 12 month contracts are offered where required. After this initial contract period the customer may continue to use the service subject to a rolling 3 month notice period. Further discounts are available for contract extensions. There are significant cost reductions for procurement of the perpetual site license, for which software license costs end after 24 months, however the client can continue to use the software for upto a further 36 months. Platform infrastructure and maintenance costs apply for the entire period of the contract (including any extension period). Trial service Ordering and invoicing Additional information ProTech are pleased to offer trials of the Pro-8 CRM SaaS Platform. ProTech will work with customers who wish to proceed with a trial to define the Critical Success Factors (CSFs) and requirements. This will ensure that both ProTech and customer are optimally placed to benefit from the trial. ProTech offers a range of payment options based on the commercial agreement for any given service. We can also offer incentives for longer contract periods (minimum 24 months) and for purchase of a perpetual site license. Additional setup and configuration services will be required per the SFIA rate card. Further discounts can be offered to customers utilising multiple Pro-8 CRM Specialist modules and / or for contract extension. Licensing models are for traditional Software as a Service or based on perpetual site license (minimum of 200 users). Page 11 of 11