There are two versions of Evolution Resolve:
- Evolution Resolve Basic which contains basic incident tracking.
- The full version, Evolution Resolve Premium, containing more advanced features.
Evolution Resolve Basic
Traditionally termed “CRM” or “Contact Management”, this unique module is the core feature of Evolution. Evolution has taken the concept of traditional Contact Management much further by weaving it into the very fabric of the Evolution Accounting System.
Resolve is a tool that lets you manage the interaction between your business and your customers, potential customers, suppliers, inventory and even your fellow company members.
Any issue that takes place in a business, and is important enough to be tracked, is recorded as an Incident. Resolve will track these incidents to their conclusion – or until they are closed off. Evolution still stores incidents even after they have been closed, allowing you to track a history of events as they occurred, as far back as you wish.
Therefore you can track all contact with your customers and suppliers, having access to information about the history of their Incidents as well as monitoring any other pending activities within your business. Using this information, you can track all the sales and support activities associated with a customer who initiated these activities and the agent or agent group who dealt with the customer.
Evolution Resolve Premium
Sales Force Automation
Sales Force Automation allows Sales Managers to track sales pipeline on individual sales people. Sales force automation also makes use of the working calendar in Resolve, every interaction with client can be created as an incident and these can be used in the sales process.
SFA gives companies the ability to track closure rates and time taken to close deals.
The Business Gateway extends Evolution Resolve onto the Internet and allows customers to logon to the system. Customers create, view, update incidents, and so on. Customers do not need to contact a call centre and wait in queues for an agent.
Internet queries are notorious for not being dealt with or acknowledged. However, the Business Gateway sends each query into Evolution Resolve individually, where it is tracked and escalated.
The Business Gateway requires Microsoft™ IIS and Windows 2000 Server or later.
One of the most compelling reasons to use Contact Management is its ability to ensure that incidents are dealt with in acceptable timeframes. Taking too long to respond to a customer complaint (or incident) could be damaging to your company. Escalations allow you to design a flow of responsibility for various incident types that is automatically triggered after a specified time.
The calendar organizes your company time management. Incidents can be prioritized by date. The calendar also allows you to integrate incident priorities with employees’ availability.
The knowledge base lets employees create topics. In these topics, they can share information about support, sales, or any other issues. In addition, employees can link documents from the document list into knowledge base articles.
The articles can also be linked to incidents and, if you e-mail incidents, you can optionally include the knowledge base articles in the e-mail, either in the text or as an attachment.
View incidents graphically (bar charts) per user, per incident type, per incident status and so on. Graphical representations of incident information give a birds-eye view of your business activities – perfect for management. You can even drill-down by clicking on a particular area of the chart to see the underlying detail making up the chart. Resolve can be purchased as a stand-alone product.