Resolve is a powerful and flexible customer process management system. Resolve has been implemented across many organisations in a variety of models, and can be configured to support many organisation needs.

Here are just a few of the many applications of Resolve.

Implementing an effective Complaints Management Solution can greatly improve the reputation, credibility and image of an organisation, improve customers’ trust and satisfaction with the organisation’s products and services, and improve employee satisfaction and retention through empowerment and recognition. Increasingly, state and local governments are looking to attain higher standards of excellence in service delivery, and ensure compliance with regulations and agreed service levels. Many have chosen Resolve to support their Dispute Resolution policies and practices, and deliver on their strategic priorities of transparency, equity and accountability.

Resolve can be implemented as a Case Management Solution. It allows for all interested parties’ information to be attached to the case, and for the storage and retrieval of all emails and documents relating to the case. Resolve facilitates the categorisation of the case according to the actual matters being dealt with, and the presentation and filtering of information specific to those matters. Featuring an in-built security system, Resolve ensures that individual users are presented with the information they need access to, while being shielded from sensitive or inappropriate data. Resolve provides for all parties involved in the case to be notified of any changes or new actions, and for all activities to be managed and recorded in a way that maps to the business workflows.

Capture sentiment and increase satisfaction by responding to constituent feedback in a systematic fashion; know what you’re doing well and what needs to be improved, and comply with legislative requirements. Resolve allows you to categorise the feedback you receive according to your own unique agency or department model, and helps identify the issues that really matter to you at any point in time. Manage constituents Information Privacy regulations and respond to requests quickly, increasing your constituent satisfaction and legislated levels of service. Resolve facilitates the classification, analysis and reporting of all constituent feedback logged into the system, with virtually no delay. Reports are available ‘at the click of a button’ so that you can detect trends immediately and react accordingly.

Empower your call centre agents with a state-of-the-art Contact Management Solution that is easy to use and adequately reflects the customer situations they face. Whether in a call centre, a customer service department or a feedback unit, Resolve enables your staff to instantly access key contact information, track all contact-related communications and events, manage and prioritise tasks, and provide an accurate response to your customers in a timely fashion. Resolve provides a complete picture of past as well as planned interactions, and allows this to be shared with other members of the team. Resolve will ensure that every interaction is followed by actions according to the processes and workflow prescribed by the business, so that nothing goes amiss.

Ensure compliance whilst improving your processes. Resolve can form an essential part of your Information Governance strategy, enabling you to manage requests made by the public under the Freedom of Information Act. Designed around your existing processes for handling correspondence, our software incorporates best practice to help manage FOI requests efficiently, reduce work duplication and ensure consistent responses are given within the mandated timeframes. Documents and emails to the applicant can be generated quickly and easily using our Document Management module. Standard reports, together with a sophisticated report designer, allow you to monitor performance against your target timescales and KPIs.

Resolve’s IDR solution meets the current requirements of RG 165 today and can be implemented in a short timeframe. We designed Resolve around existing processes for complaints handling, incorporating Australian Standards best practice to help manage complaints efficiently, reduce work duplication and ensure consistent responses are provided to the public. Resolve manages all information received or generated during the course of a complaint. The functionality it offers includes management information reporting, email notifications, bulk-entry options, document management, access to standard template letters, built-in workflow and a full audit trail.

To find out more about how Resolve can help you, contact us.

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