Resolving Limited

Resolver Complaints Case Management Service

An assisted complaint management platform allowing the organisation to log complaints, problems and issues and the helping the organisation to efficiently gather, understand, predict, respond and resolve. Full MI with key insights and benchmarking to drive service improvement. Reduce costs, understand your customer's issue and improve services.

Features

  • Specialised complaints handling platform to be effective at resolving issues
  • Apply skills, knowledge and historical data to resolve problems faster
  • Consistent case structure for efficient complaint recording, handling and resolution
  • Problem management with CRM, data and insight in multi-languages
  • Recording in a case management system.
  • Focus on fixing complaint not just recording it. Knowledge management
  • AI analysis of language predicting outcome and likelihood of escalation
  • CSV, ODF , batch data. Root cause analysis. Customer/organisation rights
  • Integration with key ombudsmen for dispute resolution
  • Privacy shield AWS, back-up, puppet automation, replication in second data-centre

Benefits

  • Cost reduction, customer insight, process improvement, reduced time to handle
  • Free version. Simple to use.
  • Real time management information on complaints
  • Better outcomes for organisation and customer
  • Stand alone or integrate with existing systems
  • Analysis of complaints for prediction of outcome/next best action
  • Business process improvement
  • Full audit trail
  • Helper Assisted Resolution Platform (HARP)

Pricing

£0 to £40000 per instance per month

  • Free trial available

Service documents

G-Cloud 9

309021912906566

Resolving Limited

Mark Bailey

020 7403 2849

gcloud@resolvergroup.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements Ideally browsers and email systems under support <10 years old

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 24 hours
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 No
Support levels We have a standard 24 x 7 service offering
Service Account Management is available for enhanced offerings based on SFIA rates
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The service is intuitive and designed for SME businesses to use. Should user training be required this will be agreed with the customer and delivered based on SFIA rates
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data will be available at the end of the contract as an open data standards file.
End-of-contract process Data will be provided within the cost. There are no additional anticipated costs.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • 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 We have a responsive designed service built on a mobile first approach
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing We have tested with Browsealoud
API Yes
What users can and can't do using the API Interface into customer CRM systems by matching Resolver data fields to customer CRM data fields
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Data entry fields, rights pages, contact details, submission options, escalation timeframes, response messages.
Some self service, some at service inception, some as service requests.
Customer and/or Resolver

Scaling

Scaling
Independence of resources We monitor day to day traffic and regularly load test to ensure sufficient capacity to support peaks in service usage. We are currently managing peaks of over 12,000 cases per day and short term spikes of 10x typical average load

Analytics

Analytics
Service usage metrics Yes
Metrics types Case files: number date time device operating system escalation

Service availability
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
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 CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Resolver will provide an Open Data Standards file with data as well as a real time reporting portal for all cases raised.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Availability below (such percentages being measured as an average over a monthly period)
Monthly fees
99.5% 2%
99% 4%
98% 10%
95% 15%
90% or below 20%
Approach to resilience Snapshot backup; daily backup to a different data centre >1500km away; Puppet automation
Outage reporting No historical outages over 50 minutes (including maintenance); service unavailable page would be posted if > 60 minutes downtime
A third party service - Pingdom is used, providing a public dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User name and password log on to MI portal, with roles defined at user level.
Access restriction testing frequency At least once a year
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 User-defined
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 Between 1 month and 6 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 Yes
Security governance accreditation No
Security governance approach Working towards ISO 27001. Cyber essentials in place
Information security policies and processes All staff are vetted
Full company security policy signed by all employees

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 Configuration is managed by a centralised automation server. Change management statements are documented in the FreshService service desk
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We have an annual IT HealthCheck, we use tools to check code for vulnerability during development and prior to deployment and we are using a third party "bug hunter" service. Code patches are deployed within 1 - 5 days depending on severity of issue. Servers regularly rebuilt using the latest patches using our automation server.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We dummy users in the service to allow detection of nefarious activity
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 Any incident would be reported and investigated through the service desk. This is configurable depending on specific customer requirements

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 to £40000 per instance per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Simple complaint receipt and logging with templates for suggested responses. No insight or reporting

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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