US CAN

Complaint Management and Corrective Action (CAPA) Software used by US Can to improve Quality Management and Reduce Defects

Challenge

• Needed a case management system to track and respond efficiently to customer feedback and complaints
• The existing system used a mix of faxes, phone calls and email
• Each plant's quality assurance manager would then take the information and enter it into an Excel spreadsheet
• The task of merging all of that information at head office was labor-intensive and time-consuming
• Complaints often got lost in the system and overlooked: only one in four customers who submitted feedback received a response

Solution

• Chose i-Sight Case Management Software for ease of implementation, ease of use and advanced reporting tools
• The system is web-based, so customers can fill out reports themselves regardless of their location
• All cases are stored securely in a central database
• Customers receive an automatic acknowledgement as well as a case number and a contact name
• An email notification is automatically sent to the QA manager of the plant where the problem or defect originated
• All actions and responses are logged in one place and can be monitored in real time
• The CEO is automatically notified when a problem is reported by one of the company's top 10 revenue-generating customers

Results

• Seventy-five per cent reduction in the average time required to respond to complaints
• Complaints no longer fall between the cracks - every customer receives a detailed response
• Improved ability to detect problems and take corrective action
• Significant reduction in the number of shipments of non-conforming product
• Increased customer satisfaction & loyalty

Stonyfield Farm

Stonyfield Farm Selects i-Sight Case Management Software to Improve its Handling of Customer Feedback

Challenge

• Needed an easy-to-use, flexible system for tracking and managing customer feedback
• The existing Access database was slow and difficult to use. Result: consumers and internal staff were spending too much time on the phone. Reports were difficult and time-consuming to generate.
• The existing system was not integrated with the company's website. Information that was sent in via email had to be manually input into the database.
• Wanted a solution that would complement and support Stonyfield Farm's mission as socially responsible, caring company

Solution

• Selected i-Sight Case Management Software for its flexibility and fast, friendly user interface
• Customized scripting, auto-population of fields and built-in templates ensure that interactions between customers and internal staff flow naturally, with no unnecessary delays or duplication of effort.
• All information is collected in the same database, whether submitted by phone or via the company website.
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• Consumer relations staff now handle more calls in less time
• i-Sight allows staff to address customer needs swiftly, professionally and on individual basis
• i-Sight makes it easier to detect patterns and trace the source of consumer questions and concerns
• Reports can be generated on the fly by managers without the need for advanced technical knowledge.

Durand Glass
Manufacturing Company, a subsidiary of ARC International Group

Durand Glass Manufacturing Proactively Pursues Corrective Action Best Practices with i-Sight Quality & Complaint Management Software

Challenge

• The company needed to address corrective action more proactively in four areas: customer complaints, internal processes, safety and supplier issues.
• Tracking issues on various Excel spreadsheets did not support team collaboration and prioritization, or drive ongoing process improvements.

Solution

• i-Sight centralizes all issues and complaints into one user-friendly, web-based system.
• All users have access to accurate, real-time information.
• Customized workflows enforce best practices corrective action.
• Every case moves from step to step within defined timeframes and with necessary approvals until counter measures are implemented.

Results

• Reduces the number of safety incidents by analyzing and following cases through to corrective action.
• Will improve overall efficiency, measured by factors like production yield.
• Lowers the number of customer complaints, thereby enhancing customer satisfaction.

North Side Foods, part of the Smithfield Foods Family

North Side Foods Expedites Customer Responses and Complaint Resolutions with i-Sight Service and Complaint Software

Challenge

• The lack of workflow, email and notification capabilities slowed issue resolution and customer responses.
• The company's basic database lacked user friendly statistical analysis.
• Complaints did not follow a detailed path to resolution.

Solution

• With i-Sight, users and sales reps across the country manage and view customer information in real time.
• Workflow management ensures issues are assigned and routed to the correct managers automatically, and that all relevant parties are notified.
• The team sorts and reports on cases by insurance claim type, type of complaint, by plant, by distributor, and more to see trends and take corrective action.
• Customer Expressions provides valuable customizations and responsive support.

Results

• Sales reps deliver better service with an up-to-date understanding of all customer issues.
• Corrective action ultimately reduces costs and increases customer satisfaction.
• The team now consistently hits its two-day customer response target.

- Shannon Isaacson, Quality and Technical Services Coordinator

MedBuy

Medbuy, Canada's Largest GPO, Implements i-Sight Complaints Management Software

Challenge

• Needed a reliable, consistent means of tracking and responding to patient complaints and feedback
• Staff frequently bypassed the existing complaint-reporting process because it was too cumbersome and difficult to use
• Analyzing customer complaints and generating reports took too much time and effort

Solution

• Selected i-Sight Complaints Management Software for ease-of-use, flexibility and extensibility
• Hospital staff can now directly input customer complaints instead of having to refer them to a specially trained system administrator
• Each complaint is automatically routed to the appropriate staff member for action within a specified time
• Serious complaints are automatically escalated to a senior manager
• Every complaint and action is clearly documented

Results

• Dramatic increase in the number of complaints captured
• Reduced response time
• Higher quality documentation and more detailed reports
• Enhanced ability to identify and address problems before they become serious

Ombudsman for Banking Services and Investments (OBSI)

i-Sight Complaint Management Software Chosen by Ombudsman for Banking Services and Investments

Challenge

• Needed a case management system to track and manage investigations
• Wanted the system to be accessible to OBSI staff across Canada
• Senior managers wanted the ability to monitor investigations in real time and provide feedback and advice to investigators

Solution

• Selected i-Sight Complaint Management Software for flexibility, security and ease of use
• New cases can be entered quickly and efficiently, then referred to investigators for followup
• At every stage, progress in the investigation is recorded and relevant staff are kept fully informed

Results

• Staff find it easier to collaborate and share information
• Improved management oversight of investigations
• More comprehensive reports, prepared in less time
• Advanced reporting tools make it easy to cross-reference cases, identify trends and detect problems

American Eagle Federal Credit Union

AEFCU Chooses i-Sight Complaints Software to Improve its Ability to Capture and Manage Member Feedback & Complaints

Challenge

• Staff in the credit union's 17 branches frequently did not report member complaints to head office
• Complaints that did reach head office often were lacking in detail or failed to include contact information
• Apart from an annual survey, the credit union had no reliable means of measuring member satisfaction

Solution

• Selected i-Sight Service and Complaints Software for ease-of-use and customizability
• i-Sight is web-based so it can be accessed conveniently by credit union members, call center staff, branch employees and senior managers
• User-friendly interface encourages members to provide more detailed information
• Complaints are automatically routed to the appropriate "product owner"for follow-up and response. If no action is taken within a set time period, the system automatically escalates the complaint to a more senior manager

Results

• Senior managers benefit from much greater awareness of member problems and concerns
• Customer loyalty and satisfaction are enhanced because of more consistent and timely responses
• Instead of being swept under the carpet, complaints and feedback are now a valuable source of business intelligence

General Insurance Ombudservice (GIO)

Insurance OmbudService implements i-Sight Complaint System to ensure reliable, secure handling of consumer complaints

Challenge

• Needed an efficient and easy-to-use system that would allow staff in multiple locations to track, manage and analyze a large number of consumer disputes involving home, car and business insurance.
• The system had to ensure a high level of security, to protect confidential consumer information
• Wanted a solution that could be tailored to the organization's existing business practices

Solution

• Selected i-Sight Complaint System in part on the recommendation of another national dispute-settlement organization in the financial services industry
• A customized capture form walks the user step-by-step through the process of creating and managing a case, ensuring that all appropriate information is recorded securely yet accessible with just a few keystrokes
• Automatic reminders and daily activity reports ensure that cases proceed efficiently and smoothly through the dispute-settlement process
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• Consumer service officers can now more easily manage large numbers of files, without the risk that some cases will fall by the wayside or incur unnecessary delays
• Disputes are resolved faster and more efficiently, contributing to higher levels of consumer satisfaction
• Managers find it easier to spot trends and detect common sources of consumer disputes and misunderstandings

Enbridge Gas Distribution

Enbridge Gas Distribution Chooses i-Sight Complaint Tracking System to Ensure Resolution of Every Complaint

Challenge

• Enbridge's existing complaint tracking system was cumbersome to use and inflexible
• Employees often failed to log complaints because they found the system too awkward and time-consuming
• Only specially trained employees were capable of using the old system. Managers who needed to refer cases to other people or departments in the company were required to follow up manually
• Accurate reporting was impossible because many complaints were never entered in the system

Solution

• Selected i-Sight Service and Complaint Tracking System for ease-of-use and flexibility
• Implementation was fast and problem-free
• i-Sight maintains a complete case history of every complaint
• The system is web-based, so it is easily accessible to personnel at head office and in the regional offices
• Automatic alerts and reminders help to ensure that cases are resolved quickly and efficiently

Results

• More consistent and timely resolution of complaints, leading to enhanced customer satisfaction
• Ease-of-use means that every complaint is now properly logged and tracked
• Managers benefit from access to enhanced reporting tools and more accurate statistics

A.O. Smith Water Products Co.

i-Sight Complaints Tracking Software Helps World-Class Manufacturer Deliver World-Class Customer Care

Challenge

• Needed complaints tracking software to replace the existing paper-and-filing-cabinet approach
• Managers were unable to verify that each complaint was properly handled and resolved; too many cases were falling between the cracks
• The existing system also made it difficult to analyze complaints in order to identity trends and common problems

Solution

• Chose i-Sight Service and Complaints Software for ease-of-use and customizability
• i-Sight automatically maintains a complete case history of every complaint
• The system is web-based, so it is easily accessible to all relevant staff and branch-plant managers
• Customer relations staff receive an automatic reminder if a case has not been resolved within seven days

Results

• Managers benefit from much greater awareness of customer complaints and concerns
• More consistent and timely resolution of complaints ensures higher customer loyalty and satisfaction
• The customer relations department can now easily spot trends and common defects; that information is immediately forwarded to product managers and plants engineers

Eisenhower Medical Center

i-Sight Customer Service Software Improves Patient Satisfaction at Renowned California Hospital

Challenge

• Needed a reliable, consistent means of tracking and responding to patient complaints and feedback
• Staff frequently bypassed the existing complaint-reporting process because it was too cumbersome and difficult to use
• Analyzing customer complaints and generating reports took too much time and effort

Solution

• Selected i-Sight Customer Service Software for ease-of-use, flexibility and extensibility
• Hospital staff can now directly input customer complaints instead of having to refer them to a specially trained system administrator
• Each complaint is automatically routed to the appropriate staff member for action within a specified time
• Serious complaints are automatically escalated to a senior manager
• Every complaint and action is clearly documented

Results

• Dramatic increase in the number of complaints captured
• Reduced response time
• Higher quality documentation and more detailed reports
• Enhanced ability to identify and address problems before they become serious

Rush University Medical Center

i-Sight HC Complaints Database Meets Federal Guidelines while Driving Timely Resolutions at Rush University Medical Center

Challenge

• To maintain its high rankings, and meet federal requirements, Patient Relations needed a more efficient way to log complaints and automation to support timely resolutions.

Solution

• i-Sight offered the automation and ease of use the team desired, and fit its budget.
• As a Web-based solution, i-Sight would not tax busy IT staff for implementation or maintenance.
• Alerts automatically let team members know when an issue is nearing resolution deadlines, and i-Sight escalates any that go unaddressed to a manger.

Results

• Customer Expressions completed customizations in about one-third the time Mega Assistance's business development manager would expect for such software projects.
• i-Sight reduces calls and emails between departments.
• Patient Relations tracks more complaints, even minor ones.
• Reporting offers insight to support decisions about training or resource needs - to improve complaint levels.
• i-Sight ensures Rush meets federal guidelines regarding grievances.

- Francis Fullam, Senior Director, Marketing Research, Strategic Planning, Marketing and Program Development

Greater Toronto Airport Authority (GTAA)

Up, Up and Away: Canada's Busiest Airport Selects i-Sight Complaint Handling Software to Ensure High Levels of Customer Service

Challenge

• Needed complaint handling software that would allow it to efficiently track and manage customer feedback, whether submitted via the web, telephone, conventional mail or comment cards
• The existing spreadsheet-based system did not allow managers to conveniently cross-reference complaints by the traveler's age, sex, airline, time of day, etc.
• Wanted to ensure that all complaints and suggestions were handled professionally and, where appropriate, received a response in a timely fashion

Solution

• Selected i-Sight Complaint Handling Software for its friendly user interface, flexibility and scalability
• All complaints, comments and suggestions are stored in the same database with consistent demographic information
• The system is web-based, so it is easily accessible both to customers and to GTAA staff
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• i-Sight improves the GTAA's ability to capture and respond to vital customer feedback
• Customer service staff save time, allowing them to focus on higher-value activities
• Airport managers benefit from improved insight into travelers' likes and dislikes
• Easier to spot trends and detect root causes of customer dissatisfaction

Triangle Transit Authority

All Aboard: i-Sight Complaint Handling Software Makes Life Easier for the Triangle Transit Authority

Challenge

• Needed a way to improve its handling of complaints, suggestions and other feedback from transit system users and other area residents
• The existing system was time-consuming, cumbersome and inconsistent
• Customers who reported a problem sometimes received no response

Solution

• Selected i-Sight Complaint Handling Software for its user-friendly interface and customizable workflow rules
• Complaints are now automatically routed to the appropriate manager for action
• A time filter ensures that complaints involving bus service go to the dispatcher who was on duty at the time
• The entire system is externally hosted, eliminating the need for additional server hardware and on-site system administration

Results

• Managers no longer need to worry about complaints "falling through the cracks"
• Improved customer service and faster response times
• Less time required to capture complaints and forwarding them to the appropriate personnel
• Advanced reporting tools enable Triangle Transit to better plan its operations and marketing

407 Express Toll Route

The 407ETR Implements i-Sight Customer Complaints Handling Software

Challenge

• As the world's first all-electronic, open-access toll highway, the 407 ETR needed an efficient way to log and track feedback from its 320,000 daily users
• Wanted complaints handling software that would allow cases to be forwarded automatically to the appropriate personnel for action
• Wanted software that would allow managers to monitor feedback and responses in real time

Solution

• Selected i-Sight Complaint Handling Software for its ease-of-use, reliability and customizability
• The system is web-based and hosted, eliminating the need for new server hardware and on-site administration
• Information from customers is captured quickly and consistently
• Automatic escalations and alerts ensure that complaints are dealt with professionally and in a timely manner

Results

• Improved customer service response times
• More consistent follow-up, leading to increased customer satisfaction
• The 407 ETR benefits from enhanced information about its customers, their preferences and concerns
• Managers can spot problems sooner and respond proactively

Tourneau Repair

America's Largest Watch Retailer Chooses i-Sight Customer Service Software to Improve Customer Support

Challenge

• Lacked a comprehensive means of tracking and managing repair orders
• Wanted to improve the customer service experience by providing easier access to relevant information
• Repair center staff were spending too much time answering phone calls from customers who had no other means of knowing when their watches would be ready

Solution

• Selected i-Sight Customer Service Software for its flexibility, reliability and ease-of-use
• Customers can conveniently track their repair orders from a web browser
• The i-Sight system automatically notifies customers by email when their repair orders are ready
• Head office managers can easily monitor service performance across multiple locations

Results

• Improved communication leading to higher sales and customer satisfaction
• Repair center staff spend more time on higher value activities, less time on routine calls
• Enhanced ability to communicate with suppliers and outside technicians

ArcLight Cinemas

Lights, Camera, Action: Leading Theatre Chain Implements i-Sight Case Management Software

Challenge

• Wanted to make it easier for moviegoers to submit complaints, questions and suggestions
• The system had to be accessible and simple to use
• In addition to resolving complaints, ArcLight Cinemas wanted to improve its ability to learn from customer feedback

Solution

• Selected i-Sight Case Management Software for its flexibility and ease-of-use
• A customized i-Sight capture form is integrated into the ArcLight Cinemas website
• Depending on the nature of the feedback, cases are automatically forwarded to the appropriate staff member for prompt resolution
• Advanced reporting tools allow managers to analyze complaints, detect patterns and identify common problems

Results

• Faster complaint resolution, leading to increased customer loyalty
• Problems are detected and addressed sooner
• Feedback gathered via the i-Sight system helps ArcLight to continuously improve the quality of the movie-going experience

Michael's Toyota

Auto Dealership Deploys i-Sight Complaint Handling Software to Ensure Increased Customer Loyalty: ‘It Really is Fantastic'

Challenge

• Customer complaints were being handled inconsistently, without standardized procedures and followup to ensure resolution
• Senior managers had no way of monitoring the volume of complaints and no easy means of ensuring that each issue was dealt with appropriately.
• Inevitably, some complaints were overlooked or fell between the cracks, contributing to customer dissatisfaction and loss of revenue

Solution

• Selected i-Sight Complaint Handling Software for its customizability and flexibility
• All information is collected in a common database, whether received in person or by email, phone, letter, fax, etc.
• i-Sight's simple web interface enables staff to record new cases quickly and easily
• Automatic alerts ensure that every case is followed through to resolution
• Senior managers are kept fully informed and can see at a glance where problems are occurring

Results

• Company executives no longer worry about complaints falling through the cracks
• Complaints are resolved quickly and professionally, leading to higher levels of customer satisfaction and loyalty
• Managers have the information they need to deal with problems proactively and address root causes that previously might have gone undetected

- Dan Warshawer, Operations Manager, Michael's Toyota

Siemens Building Technologies Division

Siemens (BT) Looks to Improve Global Productivity, Corporate Culture with Internal HR Complaints Tracking

Challenge

• Complaints were mentioned informally in meetings, emails or around the water cooler-places where the company could not effectively track or resolve those issues.
• The company wanted to capture internal complaints in order to manage the issues, improve productivity and employee satisfaction, while simultaneously change the corporate culture from "complaints are bad"towards "complaints are good"as they provide us with an opportunity for improvement.

Solution

• Web-based i-Sight Service and Complaints centralizes and formalizes internal complaint management in a structured way.
• The solution is easily adapted to BT processes and workflows-rather than requiring BT to change its processes to fit the software.
• The company can identify trends across locations, divisions or type, enabling corrective action.
• i-Sight automates the entire process, ensuring every issue is addressed and employees are kept informed.

Expected Results

• As the company educates employees on the importance of logging complaints, BT hopes the number of issues submitted actually increases.
• Proactive complaint management will elevate efficiency and improve the culture of the organization towards complaints.

- John O'Sullivan, Program Manager for Complaints Management, Siemens Building Technologies Division

Siemens Building Technologies Division

Siemens Drives Customer Loyalty with Proactive Customer Complaint Tracking

Challenge

• Building Technologies Division (BT) identified complaint management as a major area of opportunity to enhance the customer's perception of the company.
• With 51 countries in the Building Technologies Division, BTneeded a way to standardize complaint management.
• When issues were resolved previously, there was no formal record with which to inform future resolutions, often forcing BT to "reinvent the wheel."

Solution

• Web-based i-Sight Service and Complaints software can be rapidly and easily rolled out across all countries, and is accessible, in real time, by users worldwide.
• The solution is easily adapted to BT processes and workflows - rather than requiring BT to change its processes to fit the software.
• The intuitive interface allows end users to learn and begin using the software in a matter of minutes.
• i-Sight ensures that issues are addressed from start, thru' corrective action and on to resolution.
• Trend Analysis and Reporting pinpoints common issues, and after preventive actions have been put in place, helps reduce customer complaints.

Results

• The company identifies trends and takes corrective action to improve customer loyalty.
• BT reduces the time to resolve customer complaints.
• Greater customer satisfaction reduces cancellation rates and increases profitability.

- John O'Sullivan, Program Manager for Complaints Management, Siemens Building Technologies Division

RBC Financial Group

RBC Automates Complaint Management while Improving Communication with Clients

Challenge

• The Office of the Ombudsman managed complaints across multiple databases, making for inefficient entry of new cases and time-consuming searches of case data.
• Without automation of the 5-step resolution process, case investigations took longer to complete and staff members manually created notification letters for clients.
• The team lacked critical reporting capabilities to understand trends.

Solution

• i-Sight centralizes case management for the Client Ombudsman team and provides the Employee Ombudsman team with a centralized collection point for non-identifying data.
• The software automates the complete 5-step process, along with communication to key stakeholders.
• Required fields ensure all cases are entered consistently to support reporting.

Results

• Ombudsman staff members can retrieve complete case information in seconds.
• Having a single system reduces the data entry time upfront by 5-10 minutes per case, and by about that much time again each time a staff member needs to look up the status of a case.
• With automation of the 5-step process, cases move more quickly through to resolution.
• Quick access to information makes the difference between answering a client inquiry immediately and getting back to the client later.
• Reporting will help the office analyze cases by type, location and division, and make recommendations to lower incidents.

- Wendy Knight, Ombudsman, RBC

Vectren Corporation

Vectren Streamlines Customer Service & Complaint Tracking Best Practices with i-Sight Service & Complaint Software

Opportunity

• Vectren's previous issue management system consisted of an electronic document storage application and manual workflow tracking and reporting.

Solution

• i-Sight Service and Complaints is a Web-based, customizable application with quick implementation and simple ongoing maintenance.
• Standard and custom reporting allows the team to keep up with daily activity and analyze trends.
• i-Sight offers the flexibility to handle three utility divisions and requirements for two state commissions.

Expected Results

• Simplify the workflow and reporting processes related to state commission timeframes and internal and external guidelines.
• Lower the number of repetitive issues by identifying root causes sooner.

- Becky Brann, Customer Relations Manager

Hubbell

Hubbell Customer Complaint System Measures Up to High ISO Standards

Challenge

• The Service Excellence department found its progress limited by manual, cumbersome tracking in Excel spreadsheets.
• Customer issues were distributed across multiple departments, preventing a big-picture view and trend reporting.
• The department manager spent days preparing for ISO audits and hours on a month-end report.

Solution

• i-Sight is a case-based management system that allows action items to be assigned, and automatically sends reminders, alarms and escalations to keep all case managers on schedule.
• The software automatically emails customers as soon as issues are submitted to confirm receipt, again when the case has been assigned, and when the issue is resolved.
• Hubbell Canada has factual data at its fingertips with which to identify root causes and take corrective action.

Results

• i-Sight reduces month-end reporting time dramatically, from hours to minutes.
• The company's annual ISO audits are simpler now, reducing audit preparation time by several days.
• The company takes corrective action to reduce the costs associated with warranty claims and product issues.
• Real-time problem analysis and appropriate escalations ensure customers' issues are addressed with urgency.
• Hubbell is completing longer-term trend analysis highlighting customer-focused opportunities to be reviewed by department managers and prioritized for its Kaizen business improvement process.

- Jason Bedford, Manager, Service Excellence

Mid-Atlantic Vegetable Shortening

Family-owned business chooses i-Sight Service & Complaint Handling Software to ensure improved customer satisfaction

Challenge

• The company had outgrown its old manual, case-by-case approach to dealing with customer complaints
• To win larger contracts, Mid-Atlantic needed to satisfy customers' audit requirements for case management
• Managers considered other software-based complaint-handling systems but rejected them as requiring too much in-house IT management

Solution

• i-Sight Complaint Handling Software is remotely hosted, eliminating the need for additional server hardware and on-site system administration
• Customizable workflow and built-in alerts ensure that complaints are routed to the appropriate department and addressed promptly
• i-Sight is web-based, so sales reps and the company's owners can check the status of complaints anytime, anywhere

Results

• Senior managers have the assurance of knowing that complaints are handled promptly and consistently
• Faster response times, leading to improved customer satisfaction and loyalty
• Built-in i-Sight reporting tools make it easy to trace the source of recurring problems

- Jeff Terry, Controller