Resolver for Business Better Outcomes for Everyone
INNOVATIVE ROUTES TO RESOLUTION
ContentsIntroduction to Resolver 3 - 4Resolver for Business 5Why Resolver for Business? 6Modules & Services 7 - 14How it Works 15What Makes Resolver Unique 16Who We Work With 17What Our Customers Say 18The Route to Customer Satisfaction 19Ethical Practice 20James Walker’s View 21Getting Started 22 2
The Path to Resolution Conception People & Culture Technology Driving Change Resolver was founded in 2012 with a The Resolver team comprises a set of Our advances in innovation and simple aim: to resolve issues through talented people who are passionate technology have seen us develop what collaboration rather than conflict. about consumer complaint resolution. we term Resolver Process Automation Resolver was the brain-child of Everyone here understands the value (RPA). With over 2 million case files in founder James Walker, who identified of great customer services and how the bag (and growing), Resolver leads a gap in the market for an engagement that can affect consumer loyalty and the way in understanding consumer platform to help effectively channel retention. We bring that custom focus complaint behaviour. Our technology consumer complaints to achieve the into everything we do and forms the and consumer insights are helping best outcome for all parties. basis of our culture. businesses to drive change and challenge themselves to become best in class.3
Our History Our Mission2012 Founded in 2012, Resolver was “We Champion Better Outcomes for Everyone”2014 developed by James Walker after he2015 became frustrated while resolving an Trust & Credibility2016 issue with a broken down boiler. Resolver launched its first consumer Resolver is an independent, free to use platform for consumers. We never sell consumer data nor2017 facing website in May 2014 and fully do we allow advertising on our websites. The UK Government recognise Resolver as a trustworthy launched to the market in September and credible source for consumer rights and a pathway to effective resolution.2018 of that year. In 2015, Resolver became the first ever Services third party to be granted use of the MoneySavingExpert.com brand. Resolver offer a range of services designed to bring about cost-effective consumer complaint resolution and provide invaluable industry insight, and most importantly to retain customers By 2016, we had achieved market- through better understanding and communication. wide support for Resolver with key ombudsmen, regulators and consumer Resolver for Consumer Helper organisations recommending Resolver. During that time, we built a user base of A free to use website in which consumers A SAAS product designed to help SMEs more than six hundred thousand. can submit clearly channelled complaints improve the management of consumer which are sent to businesses as case files. complaints through effective processes. In September 2017, Resolver turned three years old having received over Decider Resolver for Business 1.4 million cases. Resolver moved to new quarters in October of 2017 A customisable web-based system which A unique and intuitive automated service to accommodate the fast growing allows for mediators to independently designed to drive increased revenue, reduce assess and determine outcomes for cases. costs and lead to loyal, happy customers. By February 2018, Resolver had achieved over 2 million case files. 4
Resolver for Business An Efficient & Cost Effective Path to Retaining Happy Customers Resolver for Business is a unique and intuitive automated service environment designed to support organisations by reducing the costs associated with consumer complaints and to drive the retention of happy and loyal customers, leading to increased revenue.5
Why Resolver for Business?1 Changes in Consumer Relationships 2 A System that Adds Value • Consumers have become disenchanted with modern • Billions of pounds have been wasted in the UK standards of customer service engagement. combating complaints. • Self-service and online shopping have built barriers • It is far easier and less costly for businesses to retain between consumer and trader. existing customers rather than seek out new ones. • Consumers are willing to switch brands rather than • Resolver for Business helps improve efficiency, achieve a constructive resolution. performance, time management and processes. • Negative customer experience can damage brand • We provide detailed insights of your customer reputation and perception. enabling you to better understand them. • Social media and review sites have become popular • Our industry and performance benchmarking data platforms for consumers to air complaints. will allow you to measure yourself to become best in class3 How Has it Helped Others? 4 So, Why Resolver for Business? 20% More than 30% Reduce costs Increase revenue reduction 30% increase in Improve processesin complaints satisfaction Develop customer understanding reductions in Access invaluable industry insights escalations Improve customer communication Avoid escalations Create better outcomes Retain customer loyalty 6
Resolver for Business: Modules & Services Resolver for Business comprises five unique modules which provide optimum support for businesses by streamlining the submission flow of complaints. Through these modules, businesses can add value to their operation by utilising intelligence gathering on consumer feelings and intent, avoiding unnecessary escalations, accessing industry & performance insights and improving the efficiency of consumer communication. These modules are: 1 2 3 4 5 Resolver Resolver Resolver Resolver Resolver Essentials Intelligence Insight Integration Process Automation7
Resolver for Business: Modules & Services1. Resolver EssentialsResolver Essentials is the starting platform to streamline the submission flow of complaints, to improve efficiency of time management processes, to set the consumer’s expectations and to optimise communications between business and consumer.Categorisation of Complaints Nudges & Reminders• The ability to refine categories of complaints to suit a business model • Helps improve the communication flow with the customer. and achieve more effective outcomes. • It helps manage expectations and avoid costly escalations toRights Guide regulators.• Organisations are able to customise this for themselves through Case Closures Resolver for Business. • Prompts the consumer to close the case where applicable to help• This helps to avoid unnecessary complaints, manage expectations improve processes and avoid unnecessary correspondence. and improve processes. Embedded WidgetPrevention of Inappropriate Complaints • Hosted on the organisation’s website, it improves the user journey• This enables the quick and effective deflection of unnecessary and customer experience. complaints (saving time and money) where there is no ground for complaint or resolution to be had. Secure Email• This includes changes to the RPI (Retail Price Index) and closed case • Protected by Transport Layer Security (TLS) providing end-to-end outcomes. security, making it a secure channel to communicate with customers.Customised Submission Form Resolver Consulting*• This enables the quick and effective deflection of unnecessary • One-to-one consultation from a Resolver specialist . complaints (saving time and money) where there is no ground for complaint or resolution to be had.Auto Routing• Customisable for businesses, this feature improves time management by enabling a route to effectively manage consumer expectations and prevent unnecessary follow-ups.*Optional additional service. 88
Resolver for Business: Modules & Services 2. Resolver IntelligenceResolver Intelligence enables the extrapolation of consumer complaints through intuitive auto-assessment of submission emails. It adds value through faster, more efficient assessments that can advise on the consumer’s emotions and the probability of further escalation.Intelligent Email Tone Indicator• Our innovative, intelligent email system adds real value to • An automated assessment of the consumer’s email will quickly businesses by significantly reducing the admin and process highlight the consumer’s tone - i.e. - sadness. functions associated with email complaint assessments. Escalation Probability indicator*Key Word Extraction • An automated assessment of the consumer’s email, along with• An intelligent automated key word assessment extrapolates the the key words, tone and sentiment will quickly highlight the words deemed of high importance in relation to the complaint. probability of the complaint escalating.Vulnerability Assessment Fraud Prevention*• An automated assessment of the consumer’s email will quickly • Out intelligent system can flag-up patterns where fraudulent highlight any vulnerability levels such as potential health hazards. activities/behaviour may be taking place.Sentiment Indicator Resolver Consulting*• An automated assessment of the consumer’s email will quickly • One-to-one consultation from a Resolver specialist . highlight the consumer’s sentiment - i.e. - angry.9 *Optional additional service. 8
Resolver for Business: Modules & Services 3. Resolver InsightResolver Insight opens up a world of consumer-led data, arming businesses with metrics and measurements to steer focus into the right areas of their organisation. It provides clear insights and industry benchmarking supporting the business to become best in class.Management Information Benchmarking• Performance related information provided periodically to • Businesses are able to choose a select number of industry help advise on opportunities and improvements. competitors (whom remain anonymous) to measure their benchmarking performance and industry position.Insight Portal Resolver Consulting*• A hub of data that can help the business to better understand its audience including demographics and their • One-to-one consultation from a Resolver specialist . emotional journey through the resolution process.*Optional additional service. 10
Resolver for Business: Modules & Services 4. Resolver IntegrationResolver Integration enables a route to further streamline an organisation’s complaint management systems whilst providing further opportunities to improve the way they communicate with consumers.CRM/CMS/API Integration Feedback• Benefit from API integration enabling interfacing with CRM or • An integrated channel to enable quick and simple feedback CMS systems. from the consumer.Multiple Languages Resolver Consulting*• Enables the ability to communicate across multiple languages • One-to-one consultation from a Resolver specialist . where there is legal obligation.11 *Optional additional service. 10
Resolver for Business: Modules & Services 5. Resolver Process AutomationResolver Process Automation employs intuitive learning mechanisms to provide the best routes to resolution and the avoidance of escalation where possible. The system adds value to businesses as automated assessment becomes automated actions.Recommended Resolution Self Solve• An innovative auto-assessment function recommending the best next • An intelligent system that empowers the consumer with appropriate step along the resolution journey. options pertaining to their case as the next step to resolution.Auto Triage Resolver Consulting*• An automated feature to steer the issue towards the appropriate • One-to-one consultation from a Resolver specialist . direction to effectively bring about the best outcome as efficiently as possible.Auto Resolution• An automated feature to actively resolve issues where appropriate and applicable by feeding the best next steps to the complaint case handler within the business.*Optional additional service. 12
Resolver for Business: Modules & Services DesktopIndustry Benchmarking Feeling Journey Rights GuideCompare your business across the industry Gain detailed insights into consumerto gain a better insight into how you measure emotions and demographic profiles to provide clear indicators on performance and up against the competition. audience. Customisable for businesses to help avoid unnecessary complaints Better Feedback Better Insight Better Satisfaction13
Satisfaction Scores Resolver for Business: Modules & Services Location Insights Mobile DashboardIdentify Issues Understand Behaviour Improve Efficiency 14
Resolver for Business: How it WorksConsumer raises a complaintthrough the Resolver website Consumer is advised of their rights The consumer has benefited from an and the complaint process, setting efficient, well communicated complaint resolution process, increasing customer expectations satisfaction and the likelihood of retaining consumer loyaltyComplaint is categorised and a casefile is created when submitted to the trader/business Resolver for Business will then support The resolution/outcome can then be the trader in assigning the best next fed back to the consumer having been action to resolve the complaint processed through Resolver for Business The process becomes streamlined Nudges/reminders will avoid escalation Time efficiency is improved Consumer insight and business intelligence is available Expectations are better managed Unnecessary complaints are deflected15 It will advise upon the consumer’s tone, emotion and the likelihood of escalation
What Makes Resolver Unique Trust Insight Business Intelligence97% of people trust our advice. Resolver With over 2 million case files in the bag The innovation and technology behindis independent and holds high standards Resolver are primed to be the market Resolver for Business is the driving forcein regards to how we operate. leader in consumer complaint resolution. for organisations who work with us.The UK Government recognise Resolver Our data provides game changing insights Assisted resolution, predicted outcomes,as a credible, trustworthy consumer for businesses to benchmark themselves capturing consumer tone/emotion, auto-resolution platform. within their sector and to bring about deflection and best next action are just changes to improve their customer some of the features that can transformWe work with notable organisations such interaction from top to bottom. business intelligence and streamlineas the Financial Ombudsman Service and processes.the Traffic Penalty Tribunal. 16
Who We Work With17
What Our Customers Say? “Our email complaints reduced by 43% … and we can do so much that we’ve never been able to do before. Now we are able to see everything.” Steven Cairns, Complaints Improvement & Policy Manager Three Mobile “I’d recommend Resolver to any business that wants to build its customer trust and customer service.” Andy Eadle, Head of Customer Service, First UtilityReduce Costs Retain Customers Increase Revenue 18
Resolver: The Route to Customer Satisfaction 2 million cases and counting... Great service and completely free. It makes life easier. Naibai via facebookBus“inesses who use Resolver experienceExcellent, excellent, excellent. So easy to use. Can't recommend enough. Belinda via facebook “ *Well done Resolver, without you I was tearing my hair out! Tracey via facebook “ 30%+Can’t believe how easy this was and how quick. Excellent service. Joan via facebook “increase in customer satisfactionResolver are fantastic, I completed the easy form and had an excellent outcome, thank you so much. Lesley via facebook“19 *YouGov survey February 2018
Ethical Practice: The Resolver ApproachResolver is an independent organisation which upholds high ethical standards to build trust and credibility withconsumers and businesses alike. We monitor and manage this through the Resolver Ethics Committee led byResolver UK Chairman, Richard Lloyd.Richard Lloyd holds an unparalleled reputation as one of Britain’s most influential consumer-rights championswith over 25 years of experience in some of the best-known consumer groups, including Executive Directorof Which? (the Consumers’ Association) and CEO of the global federation of consumer groups, ConsumersInternational.“Resolver is unique in how it helps individuals and businesses to sort out problems that otherwise fuel mistrust.” Richard Lloyd The foundation of trust and ethical standards Resolver builds withResolver UK Chairman businesses translates directly into their relationship with their customers becoming a driving force in creating improved customer satisfaction and increased brand loyalty. Resolver has developed strong relationships with notable trusted organisations such as MoneySavingExpert.com, Chartered Trading Standards Institute, Ombudsman Services, Citizens Advice and Energy UK, further cementing our unique and trusted position. 20
James Walker’s View James Walker James Walker founded Resolver to champion better outcomes for everyone. That includes the many businesses for whom billions of pounds are wasted every year through poorly managed routes to consumer resolution. James oversaw the development of Resolver for Business alongside the data scientists, programmers and technicians at Resolver to create a portal that adds real, measurable value to businesses.“In today’s self-service world, businesses can’t just look at a customer’s issue as a problem – instead, they have to think of it as an opportunity. That’s because you only see how good a company is when something goes wrong – and Resolver is here to make sure that businesses can seize the opportunity to put things right, helping businesses build and retain a loyal customer base.” It ticks all the boxes21
Onboarding: Getting Started with ResolverGetting started with Resolver for Business is a quick and stress free process, with a time frame that is set atyour own pace. Our onboarding process will see our dedicated project and product managers work closely withyou to ensure you maximise the potential of Resolver for Business.1 Let’s Talk 6 Go Live At Resolver we like to build long lasting relationships, All systems go! You can now start effecting the and that starts with our first conversation. Contact positive steps to increase customer satisfaction and our Business Engagement team to arrange a grow revenue. Meanwhile, our team at Resolver are consultation for Resolver for Business and discover here if you need us for any further support. more about how it can help your business. 5 Assessment2 Workshop Once Resolver for business is installed, we will make To kick things off we’ll arrange a work shop with assessments of the configurations to ensure all yourself and our project team to make sure we systems are go and that you are best equipped to have everything in place to maximise the return of receive maximum output. investment Resolver for Business generates for you. 4 Systems On3 Modules We will work closely alongside you to support the in- We can help identify a plan that works best for your stallation of Resolver for Business into your systems business across the five modules of Resolver for and advise upon the requirements from your end to Business. These can then be configured to best suit make this happen. your business model. 22
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