Manage implementations, customer issues and change requests in one CRM
ResolveIT is IXB’s customer relationship management system for the work that follows a customer relationship: implementation, ongoing support and changes. It helps teams organize that work and retain the documentation needed for review and compliance processes.
IXB uses ResolveIT to manage customer work across our full product suite. Customers license the same product to manage their own implementations and customer issues.
Keep customer work organized from implementation onward
Implementation management
Organize the work involved in bringing a customer onto a system, and keep the implementation record available as the relationship continues.
Customer issue management
Manage customer requests and issues in a consistent workflow so the team can follow the work through resolution.
Change documentation
Keep the documentation supporting a requested change with the customer work it relates to, making that information easier to review when compliance or internal oversight requires it.
Used by IXB and licensed by our customers
IXB’s own customer work
We use ResolveIT to manage implementations and customer issues across IXB products, including our healthcare solutions and Community. It gives our teams a consistent way to organize customer work as needs change over time.
Our customers’ operations
Customers license ResolveIT to manage their own implementations, customer issues and change documentation. Workflows can be configured around their operating needs, including the needs of health insurance organizations.
Example of a customer change request
A customer asks an organization to change the price of an item. The team needs to manage the request and preserve the documentation behind the change.
Record the request
Document the requested pricing change and the customer’s reason for it.
Coordinate the work
Follow the organization’s review and approval process and keep the supporting documentation with the request.
Document implementation
Record the work performed when the authorized team makes the approved change in the relevant system.
Retain the supporting record
Keep the request and change documentation available for later review.
ResolveIT manages the customer request and its supporting documentation. Pricing calculations and the actual price update remain in the relevant operational system and under the organization’s authorized process.
Documentation that supports controlled changes
ResolveIT helps customers retain the records supporting their change-management and compliance processes. Teams can review the request, the work performed and the supporting documentation in the context of the customer issue or implementation.
The required documentation and review steps depend on the customer’s policies and configured workflow.
Connected access through IXB Identity
ResolveIT uses IXB Identity for sign-in and authentication within the connected IXB suite. ResolveIT applies its own permissions to customer work, requests and change documentation.
Connect service resolution with specialty-care coordination
TGRX is designed to link persistent specialty-service issues with ResolveIT investigations while the care team continues tracking the member’s needs.
See how ResolveIT fits your customer work
Tell us how you manage implementations, customer issues and changes today. We can discuss how ResolveIT supports that work and the documentation your team needs.