Overview

The platform follows work from intake and logging through task allocation, deadlines, correspondence, documents, resolution, and reporting. That end-to-end scope can give teams a shared process for cases that involve multiple steps and responsibilities, rather than treating each complaint or investigation as a standalone record.

Resolve Enterprise also accommodates work that does not follow the standard path: rules-based workflows define steps and ownership, while ad hoc tasks handle deviations. This flexibility suits organizations with structured procedures and exceptions to manage. It may be more platform than a team needs if its casework is simple or its requirements do not call for configurable process control.

Key features

Workflow and case handling

Teams can allocate tasks, track deadlines, manage correspondence, and carry cases to resolution. SLA tracking and escalation rules support attention to time-sensitive work, while investigation tools add relevance for cases that require inquiry rather than a straightforward service response. The combination is useful for complex operations, though custom pricing means buyers should assess the full scope against their needs before committing.

Search and documents

The browser-based Web Client searches across cases, people, and document content, with predictive search and inline previews. Central case storage, check-in and check-out, locking, and Microsoft Word mail merge templates give teams document controls and a way to produce correspondence from templates. These capabilities can help keep case files and related communications together.

Reporting and integrations

Advanced reporting covers case volumes, turnaround times, and average cost per case; reports can also be scheduled and distributed. That makes the platform relevant to teams that need operational measures shared beyond individual case handlers. Its integration framework exchanges information with internal and external applications, refreshes lookup data, and runs batch updates, which can help connect casework with surrounding systems.

Access, audit, and hosting

Administrators can set broad or targeted access rules, and user actions are date- and time-stamped in an audit trail. Those controls suit organizations that need to manage case access and retain an activity record. Hosting can be on premises, in a customer data centre, or through the vendor’s managed hosting service, which it describes as including Australian data sovereignty. The choice is valuable for organizations with specific infrastructure or sovereignty needs, but requires an intentional hosting decision.

Pricing

Resolve Enterprise is paid, with custom pricing obtained by contacting the vendor; the product page offers a demo. No seat, usage, trial, or renewal terms are stated, so buyers should ask how the proposed price and package relate to their expected case volumes, users, hosting choice, and support needs. Licensed customers receive support desk service, with optional onsite, dedicated, and extended-hours support offerings.

Platforms

Resolve Enterprise supports web and Windows. The Web Client runs in a browser, providing browser-based access to search and case functions; Windows is also supported. Organizations choosing the product should confirm that these options fit their users’ environments.

Who it's for

Government, regulated industries, and private enterprises are the vendor’s stated customer groups. Resolve Enterprise is the stronger fit when casework spans multiple stages, needs defined responsibilities and escalation, or calls for advanced reporting, controlled access, and a choice of hosting. A smaller team with straightforward case tracking may find the product’s broad process and hosting scope unnecessary.

Pros and cons

Pros

Broad case lifecycle: Covers work from logging and task allocation through resolution, reporting, and analysis.
Structured workflows with exceptions: Rules define standard steps and responsibilities, while ad hoc tasks allow deviations.
Useful operational reporting: Reports cover volumes, turnaround, and average cost per case, and can be scheduled and distributed.
Hosting choice: On-premises, customer data-centre, and managed hosting options accommodate different infrastructure preferences.

Cons

Custom pricing: Buyers must contact the vendor to understand cost, which makes early budget comparisons harder.
Hosting requires a decision: The range of hosting arrangements adds choice, but organizations need to select the option that meets their requirements.
Web and Windows scope: These are the supported platforms; teams should ensure they fit their users’ environments.

Alternatives

For a wider set of complaint-management options, browse Complaint Management Software.

Babtec Complaints Management may suit buyers who want a free Basic account, a free trial, and broad platform coverage; its Premium plan is 29.00 EUR per month, billed per user per month.
Civica Complaints Management is another paid complaints-management option, with pricing by enquiry.
IQVIA SmartSolve Complaint Management is a paid option for buyers considering a complaints-focused product; pricing is available by contacting sales.
TurnFriendly Financials is a paid web-based alternative.
AmpleLogic Audit Management may be worth considering for a paid, web-based audit-management option; buyers can schedule a demo.
Aptean Respond is a paid alternative with API and self-hosted platform options; a customer story says pricing is based on case volume.
eCase is a paid, pay-per-use option for UK public-sector organisations, with configuration choices including network, case volume, tenancy, and organisation support.
EQ Complaints Professional may suit organizations handling 500–50,000 complaints per year and considering web or self-hosted deployment.

Verdict

Choose Resolve Enterprise if your organization needs configurable handling for complex cases, advanced reporting, access controls, and a hosting arrangement that fits its infrastructure requirements. Its central advantage is the combination of full case-lifecycle management and hosting choice. Look elsewhere if you need a published price or a simpler case tool without that breadth; custom pricing makes a direct budget decision harder.

	MasterControl Customer Complaints	Resolve Enterprise
Platforms	Web	Web, Windows
Free plan	No
Intake channels	omnichannel	omnichannel
Workflow automation	Yes	Yes
Escalation rules	Yes	Yes
Investigation tools	Yes	Yes
SLA tracking	Yes	Yes
Reporting depth	custom	advanced

MasterControl Customer Complaints vs Resolve Enterprise

MasterControl Customer Complaints

Resolve Enterprise