Case Study: Victorian Ombudsman achieves streamlined, integrated case management and $120K annual savings with Resolve Software Group

Victorian Ombudsman - Customer Case Study

The Victorian Ombudsman is an independent parliamentary officer that investigates complaints across more than 600 Victorian public-sector agencies. Between 2007–08 and 2012–13 the number of approaches rose 87% (to 30,517), exposing limitations in the organisation’s use of HP TRIM for case management: TRIM handled records well but lacked case-specific metadata, automated workflows and easy reporting, leading to manual data entry, heavy reporting overheads and inefficient processes.

VO implemented Resolve integrated with TRIM (Resolve OpenDocs) and later added Resolve Intelligence, OpenForms and contact-centre integration. The integrated solution delivered a single user interface, automated routine reports, removed manual entry, enabled intelligent call routing and real‑time analytics, and supported greater case volumes without extra staff; benefits included 300+ product/process enhancements and more than $120K annual savings while preserving TRIM’s security and retention controls.

Victorian Ombudsman