Customer Resolution Tool (CRT) help page

On Monday 24 March 2025, Royal Mail started to use a new CRM application from Salesforce. As a result, the CRT system changed.

This page provides relevant information and materials to support you with the change.

If you have a question after reviewing the instruction videos, how to guides, FAQs and contacted IT, please raise it with the team using the form at the bottom of this page. Please give as much information as possible in your question and what it is you require to be done.

CRT IT issues as of Monday 16 June 2025.


System	Issue	Affected community	Current status
CRT	Some complaints are being aligned to the incorrect walk.	All	This is a known issue that is actively being worked on with no resolution date as yet. While a fix is worked on, walk data will be corrected centrally every week.
CRT	If you have any of [cancellation, amendment request, delivery enquiry or general enquiry] still showing in your records as “in progress”, re-enter data in the required fields in the Operational Root Cause & Fix section. This will update the status of the task to “completed.	ALL CRT users	If any of these remain open, please raise a ticket with the IT Helpdesk using this link
CRT	Some complaints are coming through without the customer address fields being populated.	All	This will be fixed as soon but they should be visible in the Customer Complaints Dashboard. This guide will help finding them
Customer Complaint Dashboard	Data incorrect	All dashboard users	In progress