Unify your member data, improve visibility and eliminate manual tasks.
Resolve
For RG271 complaints management
Resolve is the human-centred application built for Australian Financial Services licensees (AFSLs) . It’ll transform your internal dispute resolution processes, reduce regulatory and financial risk, and lower your cost to serve — all while delivering empathy at every touchpoint. Resolve takes the guesswork out of complaints management, enabling faster resolutions while ensuring adherence with the Regulatory Guide 271 (RG 271).
Improved member satisfaction
Proactive communication means happier members. Pre-configured workflows and automated member communications give your complaints managers the tools to keep members engaged throughout the complaint resolution journey, leading to higher satisfaction and fewer escalations while lowering your cost to serve. Resolve allows users to log member complaints from inception, with each complaint treated as a separate case, making it easy to assign, prioritise, and track progress, ensuring accountability and transparency.
Reduced complaint-handling timeline
Streamlined workflows enable complaints management teams to work smarter, not harder. By using a system that efficiently handles member complaints and breaches at scale, your fund can get more done without increasing headcount, allowing for greater efficiency and simpler workflows. Built-in service level agreement targets ensure your teams respond and resolve simple complaints quickly providing them more time to spend resolving complex issues.
Communicate with members and keep them informed throughout the complaints handling process with Resolve’s integrated communication hub, designed to send automated notifications via email, text, chat and other channels.
Streamlined regulatory obligations
Save time getting the data you need to meet your regulatory obligations with Resolve’s one-click reporting— all configured to meet the ASIC’s regulatory formatting and requirements for bi-annual RG 271 reporting.
All the required information will be exported in the correct format to save time and streamline regulatory workflows.
Data-driven decision-making
Real-time insights provide your service leaders with greater transparency and visibility. Strengthen commercial decision-making, get the information to analyse performance, and uncover trends and problems to proactively improve your complaint-handling process. Resolve includes embedded Power BI dashboards and reports for complaints officers and managers and your service executives so that there’s transparency and visibility at every stage and issues can be uncovered and resolved early before being escalated to AFCA.
How Resolve works
Resolve is built on Microsoft Power Platform providing AFSLs with a robust, scalable platform that is simple to use. Your data is hosted securely inside your existing Microsoft tenant inside Microsoft’s Australian data centres giving you peace of mind over data security and sovereignty.
Resolve integrates with your existing systems -- customer portal and mobile apps, CRM, registry, claims management, email and social media -- saving your complaints team the tedious task of rekeying data between systems.
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Superware empowers Australian superannuation funds to advance from legacy systems so they can serve, engage and grow with ease.
