Resolvercouk Limited

Resolver Analytics - Service Benchmarking

Resolver Analytics is a powerful online insight portal that can benchmark your complaint/ customer success against peer organisations and best performing. Through industry and new complaint metrics & unique data, you can visualise genuinely actionable insight. Observe early warnings, market trends, identify opportunities for improvement and increase your customer satisfaction.


  • Benchmark your complaint team against industry and best possible organisations.
  • See information on your vulnerable customers
  • Receive early warning signals of increasing detriment.
  • Manage complaint information for better compliance
  • Predict when cases will escalate.
  • Reporting of emotion, customer satisfaction, NPS, location, and severity
  • AI analysis of language predicting outcome and likelihood of escalation
  • CSV, ODF , batch data. Customer rights
  • Facilitates root cause analysis to reduce complaints the right way
  • Privacy shield AWS, back-up, puppet automation, replication in second data-centre


  • Cost reduction, customer insight, process improvement, severity levels, digital inclusion
  • Deploy in minutes. Use with Live Chat
  • Real time management information on complaints via portal
  • Benchmarking of market data across government and private sector
  • Improve operational performance by utilising complaint insight
  • Reduction in long term complaint numbers and average complaint severity
  • Analysis of complaints for prediction of outcome/next best action
  • Business process improvement
  • Increase customer satisfaction and increase ease scores.
  • Reduce the number of cases that escalate.


£1000 to £5000 per licence per month

  • Free trial available

Service documents


G-Cloud 11

Service ID

8 3 8 0 6 0 6 2 3 4 7 0 6 0 9


Resolvercouk Limited

Mark Bailey

020 7403 2849

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 Resolver Customer First
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints No
System requirements Ideally browsers <10 years old

User support

User support
Email or online ticketing support Email or online ticketing
Support response times With 3 business days.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels 3 Customer Support staff manage 150,000 concurrent service cases.
We have a standard 24 x 7 service offering Service Account Management is available for enhanced offerings
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We have a discovery period prior to providing users with access to the platform. This allows us to configure and present the product in the most useful way for users.
We then host a training session to ensure users are getting the most out of the data and insight.
More training is provided for those who need/want it.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All of the procuring organisation's data is provided at each point of transaction. All of this data (less any data deleted by the public by deleting their Resolver account) will also 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 7
  • Internet Explorer 8
  • 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 Yes
Differences between the mobile and desktop service The application is fully responsive
Service interface Yes
Description of service interface Receiving emails.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing The emails are as accessible as the email server you use.
Customisation available Yes
Description of customisation We work collaboratively with clients to ensure that they are getting the most from the data.
Resolver Analytics has been built to present all the possible necessary data and insight. There are two levels of customisation.
Free with the many existing options.
Costings for any new update.


Independence of resources We monitor day to day traffic and regularly load test to ensure sufficient capacity to support peaks in service usage.


Service usage metrics Yes
Metrics types Case files: number date time device operating system escalation
Explicit data e.g. location socioeconomic group emotion
Implicit data e.g. all key industry metrics including likelihood to recommend, NPS, customer satisfaction, CSAT, as well as new metrics that Resolver has developed with our partners.

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


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 a CSV or ODF file as well as a real-time reporting portal for all cases raised within a time frame.
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 Resolver Analytics with roles defined at the 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 certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified 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


Price £1000 to £5000 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Limited version of the insight portal.

Service documents

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