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Welcome to Spare Resolve, your AI-powered customer relationship management tool that's built for transit agencies. Think of Resolve as the one place to manage incidents, complaints and commendations—all in the cloud.
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Spare Resolve Overview
Terri, Product Marketing
Updated: Jun 12, 2025
Description
Click through a step-by-step, interactive demo walkthrough of Sparelabs, powered by Supademo.
Steps
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Welcome to Spare Resolve, your AI-powered customer relationship management tool that's built for transit agencies. Think of Resolve as the one place to manage incidents, complaints and commendations—all in the cloud.
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One place to manage complaints, incidents and rider feedback. Manage tasks and collaborate with your team!
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Configure which channel you want your riders to provide feedback from by sharing a link or a QR code.
Pro tip: You can even drop the link directly on your agency website!
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Welcome to the Rider Hub—where riders and their caretakers can easily track and manage complaints, eligibility applications, and more! It's a centralized hub for feedback and complaints, monitoring application progress and staying organized.
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Let's click on "Continue".
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Riders can submit feedback on their phones using the URL or by scanning the QR code.
Once that's done, click 'Close'.
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Let's rate the service!
Remember, you can configure how you want the rider form to look from the back-office in Resolve.
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As a rider, they can offer feedback about a trip experience they had recently.
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Once that's done, click on "Continue".
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If a rider misses completion of a specific field, the survey will notify them!
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So the rider had a bad experience with a driver.
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Click on "Submit".
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Afterwards, click on "Return Home".
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As a rider, you now have full visibility on your case and whether it's being managed.
If the case is being triaged, you'll see a status update here in the Rider Hub.
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Back to the agency perspective! Next up, let's collaborate on a rider compliant.
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You can update the status as "In Progress".
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AI Case Summaries automatically creates short summaries of applicant cases, saving your staff time on writing notes by hand. This helps different team members share case information easily and resolve complaints sooner.
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Often rider complaints can be passed from one person to another, like a manager. Use the Activity Feed to collaborate with your team and tag them to get their attention!
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Once that's done, Ross will be notifed!
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After, click on "Post".
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You can also assign this compliant to Ross.
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You can also assign this complaint to Ross.
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Back to the Rider Hub, your client now sees their case is being addressed. Their trust in your service grows—one feedback at a time. 🎉
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Click on "Forms".
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Here is where you can configure your feedback form for this specific case type!
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Everything down to each field can be customized to suit your agency and the goal of the feedback process.
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You can even create forms that are internal-facing to facilitate internal assessment of a complaint.
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Once you've come to a resolution, you have the option to generate a letter to communicate to a rider. In Spare, you can also set up to do this automatically using our [Workflows](https://spare.com/blog/4-things-transit-agencies-should-automate-today-with-workflows) [automation tool](https://spare.com/blog/4-things-transit-agencies-should-automate-today-with-workflows).
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Once that's done, click on "Letters".
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View all past letters sent to riders here, including details like status, rider name, and generated and sent dates.
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And that's Spare Resolve!
Interested in levelling up your complaints management process? Speak to your Spare representative to learn more.