Resolver Pros and Cons

Resolver is very customizable which has been good for our company as we were looking for a solution that could be used globally and had an older version of the software and a home grown application that we wanted Resolver to take the place of. The Customer Success representative we work with has been excellent and has gone above and beyond to help make what we envisioned into a reality and continues to support us with all our requests, working towards a well adopted solution. Review collected by and hosted on G2.com.

There was some miscommunication in the beginning and the start of our implementation was described as a like-for-like solution in a migration to the new version, so the initial iteration of the new solution was coded with the same challenges we had before. The issue has since been resolved with the help of the customer success team, helping us to craft a solution that we were looking for. Review collected by and hosted on G2.com.

The no-code platform has expedited our ability to create unique processes that fit our business needs. Also, Resolver continously invests in upcoming technology that creates improvments and automation into everything we do. The support we receive is fantastic whether its through a support ticket or our account manager, Resolver takes every step to make sure our requests are met. Moving our incident management & hotline to Resolver was a game changer! Review collected by and hosted on G2.com.

The reporting feature is not intuitive. You can create reports and dashboards within Resolver or you can access your data warehouse through PowerBi, both have challenges. Review collected by and hosted on G2.com.

I currently use the IMS, SRM, and Web Reporting functions. All are very, very customizable. I can't really pick one best thing about the company. I've been using versions or the platform since it was mainframe based (IRIMS). The best things for me right now:

1) The products just keep getting better. The company has expanded the platform to many other functions. It listens to its custoimers and improves its products constantly.

2) The support is truly outstanding: smooth implementation process; quick and thorough responses to support tickets. Always willing to speak in person to make sure we're on the same page, or just to walk me through a process.

3) My account rep is outstanding. Thoughtful and considerate. Always follows up. Review collected by and hosted on G2.com.

The learning curve is pretty steep. The platform is very easy to configure and to use, but admins need a lot of familiarity with the product. It takes a bit. I think that's the price you pay for so much flexibility. It's worth the effort. Review collected by and hosted on G2.com.

It is infinitely configurable and customizable. Resolver's platform allows for hundreds of different object types to be configured using workflow management tools, user permissions and relationships with other object types. Using this platform has allowed us to organize our regulatory compliance risk management program by creating a library of regulatory obligations, relating these requirements to applicable controls, testing the controls and tracking issues within the platform. Reporting engine allows for configurable visualizations of data and key management reports to be produced. Review collected by and hosted on G2.com.

Because of its infinite capability, it is best suited to a firm with strong internal resources to manage the back end. Resolver is competitively priced out of the box. The challenge lies in the fact that its "out of the box" configuration is likely not going to meet your needs. Professional services are offered in bulk deals from Resolver, but you could easily end up blowing the budget in this way. Complex changes such as orchestration events (events that coordinate multiple object changes simultaneously) are best left to the professional services team, but a firm that can devote internal resources to configuration changes as needed will benefit greatly. Review collected by and hosted on G2.com.

I feel like Resolver is pretty user friendly for users going through the RCSA experience, which has been a game changer for our company's second line of defense. People are way less intimadated and find it more intuitive. Review collected by and hosted on G2.com.

Really hoping for more filters/sorting for Library, risk management, etc., or better search. Review collected by and hosted on G2.com.

The sales, configuration and support staff I have worked with all seem to listen to what I want and to really try to make it happen. We therefore have a system that is really flexible and well tailored to our speciifc needs. The interface is user freindly for our external clients as well as the team. Review collected by and hosted on G2.com.

While we do get a fair amount of reporting from the software, there are reporting limitations and also report presentation could be enhanced. There is a reporting add on feature, but it should come standard. Review collected by and hosted on G2.com.

I like how all our communication and information is in one place so we're not having to use multiple systems or tools and that helps keep it more secure. We can communicate with staff through the chat feature and e-mail the reporter known or confidential and keep all notes, interventions, tasks and information together while easily tracking involved people. I like how open they are to updates and new ideas to make things better for users. Their customer service and the support of their IT department are very helpful. Review collected by and hosted on G2.com.

The current design of the translation process has been the biggest pain point as we deal with over 20 different languages and the process for updating the languages is challenging and takes time. Because of the amount of open incidents the my task page can be unhelpful for some of our users trying to keep track of which incidents they've already updated or knowing if they received a reply to a comment (must check for e-mail notifications). Review collected by and hosted on G2.com.

Having worked with a variety of staff at Resolver since 2013, what is evident is that the company manifests a culture of courtesy and relatability when dealing with the customer. Review collected by and hosted on G2.com.

The downside of Resolver is the frequent changing of staff assigned to the customer account. While this augers well for upward mobility or otherwise of the Resolver staff, it means that as a customer you also have to frequently forge relationships with new persons. Fortunately, this is moderated by the customer centered culture. Review collected by and hosted on G2.com.

Resolver has an easy user interface and can be configured to your needs which allows for flexibility. Support and customer experience teams are good to work with and have been very accomodating with regards to issues that need fixing. Review collected by and hosted on G2.com.

There are a number of system limitations which does not always result in a smooth user experience. Basic foundational functionality of the platform is not well designed. This has resulted in taking a lot of time, effort and cost to get the system integrated to meet our needs. The implementation and needs assessment was not done effectively which has resulted in inefficiencies in work flow and in taking a long time in getting the platform up and running in a smooth manner. 18 months after implementaton, there continue to be gaps in the system that are pending remediation. It takes a long time for the support/design team to complete remedation. For example, basic reports do not produce accurate and complete information which is a significant gap. e.g. sub-certification report, risk controls matrix. Also, there is no basic project management functionality. This has has to be custom created. Review collected by and hosted on G2.com.

Resovler is a straight forward application and while I am not using it on a day to day basis as I am more concerened with the backend, the support and customer success teams at Resovler are beyond responsive.

We've built a very good relationship with the Resolver team and I comminication and understood objectives, goals, and capabilities for our instance and the app are always clearly understood.

When there are support cases opened, support is very responsive, relevant, and the teams have the knowledge and ability to identify and solve the issue at hand. Review collected by and hosted on G2.com.

Full SCIM integration for employee load is a big ask for us. This is something that we've discussed with the Resolver team at length, and having the ability to use SCIM for the entire contact and record load is the major ask for us. Review collected by and hosted on G2.com.