Our software is a highly flexible solution for managing your business processes, from simple incidents or complaints, to complex and extensive cases and investigations.
Resolve Enterprise lets you track and search every case or complaint interaction with easy to use dashboards and reporting.
Transform your case and complaint management with Resolve Enterprise
We have helped over 150 businesses around the world. At Resolve Software Group, we work with our customers to understand their requirements and implement a solution to manage complaints, requests, and cases.
End-to-end case management
Resolve Enterprise will help you manage a case or complaint through the full life cycle. From logging the case, allocating tasks, managing deadlines, sending updates and correspondence, and managing documents, all the way through to resolution, reporting, and analysis.
Standardising your processes allows you to automate steps that don’t need a human touch. This enables you to deliver a predictable customer experience, as well as understanding pain points and opportunities for streamlining and improving the experience.
Resolve Enterprise automates the case and complaints handling process by providing a set of steps and responsibilities defined by a rules-based workflow. Ad-hoc tasks and procedures are available for any deviations from your standard workflow.
Easily create, edit, and update your workflows.
Deliver a consistent customer experience.
Guide your staff through the process of completing a case or complaint.
Track how, when, and by whom work was handled.
Ensure processes are adhered to and compliance standards are met.
Measure and report on efficiency to identify opportunities for improvement.
We know that the interactions between a business and its customers can happen anytime and anywhere. Keeping track of cases, processes, data, and content can be difficult to manage and you might be missing out on insights and information.
Resolve Enterprise can unify your case or complaint customer interactions to help you make better, faster and smarter decisions.
Our flexible data model gives you a 360° view
Our software is designed to allow any number and type of relationships between data elements, making reporting and analysis easy.
This means that each piece of data only needs to be entered once, and is then available across the platform wherever you need it. It also makes analysis of your cases, complaints, customers, and processes easy as you don’t have to spend time connecting different data sources together.
Get valuable insights using your case and complaint data
Analysing your case or complaint data can help you understand root causes of why issues might be occurring, where bottlenecks in a process might be happening, or where a process might be failing. Looking for trends in your case or complaint volumes can help you forecast.
Resolve Enterprise helps you understand trends, and gives you snapshots of case or complaint volume, turnaround times, and the average cost per case.
Our reporting suite is simple and easy to use with the ability to schedule reports and their distribution. The data can be easily extracted for use with your existing analytics software for more complex analysis.
“The business was very pleased with the outcome (of delivering a technically complex integration project) and thank the Resolve Project team for (their) commitment and professionalism to deliver a high-quality product and pay attention to fine details to ensure a smooth integration.”
- Department of Justice and Community Safety Victoria
Keep your customer communication consistent and on-brand
Resolve Enterprise allows you to create standard templates to send customer communications that are professional and consistent. Templates can also be created for communication between internal and external stakeholders who might be contributing to the case.
The easy and automatic mail merge functionality allows you to populate Microsoft™ Word templates automatically from the case data, which can be then mailed or emailed to the customer.
Collect data with online forms
Resolve Enterprise will seamlessly integrate with your website so you can collect information from your customers anywhere, anytime.
Our web form builder is simple and easy to use, and allows you to create online forms that connect to our case management solution without the need for a web developer.
The responsive design means your customers can access and use the forms across multiple devices, such as mobile phones and tablets, without you needing to adjust the presentation or layout.
Manage your customer relationships (CRM)
All customer information and customer interactions are stored and maintained with Resolve Enterprise. Your customer history is easy to view, which assists in processing cases and improving decision making.
Unlike traditional CRM solutions, Resolve Enterprise focuses on the interactions between the customer and the organisation, rather than just information collection. This gives you a rich source for analysing your customers' behaviour and identifying where you can make changes to drive improvements to your customers’ experience.
Easy to use document storage
Keep your documents stored securely with easy accessibility with our inbuilt document management system.
All documents generated as part of the management of the case or complaint are automatically saved against the case in a central document storage. This can be either the Resolve Document Store or integrated with your existing Document or Content Management System.
Authorised users can view, check out, modify, and check in documents.
Documents can be locked to prevent further changes.
Drag-and-drop functionality makes it easy to save files such as emails, images, or voice recordings.
We work with you to configure a solution for your unique needs. We know that not everything stays the same, so the Configuration and Administration Console allows you to implement your own configuration changes when you need to.
Integrate with your other applications
Having your systems talking to each other is important in today’s world. The Resolve Enterprise Integration Framework connects with a wide range of business applications, allowing you to interface with both internal and external applications.
You can exchange information between Resolve Enterprise and other applications and services, access or refresh lookup information that might be maintained elsewhere, and run batch updates.
Flexible user access with permission levels
Confidential information is secure with security settings that ensure individual users are able to access only the information they need to.
You can define both broad and highly targeted security access rules, including who can modify what types of the information and under what conditions. All user actions are date and time stamped creating an audit trail of user actions.
Complaints & Feedback Management
Our case and complaint management software will improve your customer interactions, speed up your case resolution and help you understand where you can make changes to improve your customer’s experience.
Regulatory & Compliance Management
Manage Freedom of Information requests, Ombudsmen enquiries, or misconduct enquiries with a product that will allow you to be agile in a changing regulatory environment
Issue & Incident
Transform the way you work. Manage resources, minimise impact, and prevent future issues and incidents.