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Caterpillar
Caterpillar Press Release
i-Sight Help Desk and Enhancement Tracking Software Improves Communication with Worldwide Dealer Network
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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