What practice management means in resolution
A resolution engagement runs months and touches every seat in the firm — sales, intake, practitioner, billing. Managing the practice means every one of those touches lands on the same case record, follows the same standard, and leaves evidence behind.
- One case record from consultation through retention — intake, transcripts, financials, strategy, documents, billing, activity
- Client portal with case-scoped access, document collection, and e-sign on the engagement
- Stripe invoicing tied to the case and its deliverables
- An activity record of who did what, when — preserved past turnover
Where generic practice management stops
Task managers and generic practice suites treat a resolution case like any other project: assignees, due dates, a documents tab, a status. RESO has all of that — and the difference is where the dates come from. What generic tools cannot hold is the substance —
- No IRS evidence layer: transcripts are attachments, not parsed facts the workflow reads
- Due dates are whatever someone typed — not CSEDs, CDP windows, and notice deadlines computed from the account transcript
- No methodology: the standard of work lives in training, so every operator runs their own version
- No resolution deliverables: nothing the client holds, nothing that bills the advisory phase, nothing that defends the fee later
- Completion is a checkbox — not a verification record
The operations layer, sourced from evidence
Day-to-day practice operations run on the same case record as the deliverables. Deadlines are projected from the parsed IRS ledger, work plans come from built-in program playbooks, and the manager view reads from real case activity — nobody maintains a parallel tracker.
- One firm calendar: CSEDs, CDP windows, and notice deadlines from the transcript, plus staff and program dates — with a calendar feed you can subscribe to from Google or Outlook, and a daily email digest of due and overdue work
- Resolution work plans: one click seeds the program playbook (OIC, installment agreements, CNC, penalty abatement, CDP) as dated steps assigned to the resolution professional
- Steps are attested, not checked off — actor, timestamp, and evidence reference per step, and the account transcript confirms or contradicts the claimed program status on refresh
- Sales and resolution assignees per case, staff deactivation that preserves history, and a manager dashboard: caseload by staff, stage aging, pipeline by rep, overdue work by owner
- Stalled-program escalation: a tracked program with no plan after a week, or a step a week past due, is flagged to the manager automatically
The operating standard, enforced by the workflow
RESO’s workflow carries the methodology so people don’t have to: phases gate on what the case actually contains, steps are attested as performed, and each phase ends in a deliverable on the record. The practice runs the same way on the founder’s case and the newest hire’s.
- Discovery Work Product — IRS posture, urgency, program fit — advisory-grade diagnosis your firm can bill for.
- Resolution Work Product — Option ordering, sequencing, and implementation roadmap tied to the same case record.
- Work Verification Record — Evidence of work performed — fee defense and retention when expectations shift.
Works with the stack you have
RESO does not ask you to replace your CRM or marketing tools. Pipeline stays where it is; RESO owns the engagement from transcripts to retention. Most firms adopt with a parallel run — new cases first, legacy matters as they touch.