i-Sight Help Desk and Enhancement Tracking Software Improves Communication with Worldwide Dealer Network
Caterpillar
Challenge
- Needed a single, secure system to collect and manage software bug reports and feedback from Caterpillar dealers, to replace five existing systems
- Lacked a convenient means of analyzing and prioritizing dealer requests
- Wanted a case management system that could be accessed easily from any dealer location around the world
Solution
- Selected i-Sight Help Desk Software, the leading web-based, customizable solution for business processes that require case management
- Dealers around the world can now submit reports and feedback quickly and conveniently
- Caterpillar managers can see at a glance which issues need immediate attention
- Dealers can exchange ideas and best practices, with the assurance that their confidential information is protected
Results
- Improved communication and collaboration among dealers, and between dealers and head office
- Enhanced dealer satisfaction
- Caterpillar managers gain increased insight into dealer concerns and priorities
"i-Sight was designed from the ground up to be easy-to-use and intuitive, requiring only a few minutes of training per staff member who uses the system"
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