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 4 August 2025.


System	Issue	Affected community	Current status
CRT	We are aware that there are complaints being sent out that relate to incidents a number of weeks ago	All	A fix is being implemented and complaint volumes should reduce. In the meantime, please investigate and complete the feedback as best you can and close the CRT.
Customer Complaint Dashboard	Data incorrect	All dashboard users	In progress