Leading Auto-Financing Company Improves Customer Support with i-Sight Call Tracking Software

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Credit Acceptance Corporation

Challenge

• Needed a flexible, easy-to-use Call Tracking system to track support calls from its dealer-partners and ensure timely resolution of issues
• The previous system, built on a Microsoft Access database, was cumbersome and complicated, so support staff were failing to use it consistently
• The company’s in-house IT department was occupied with other initiatives an determined a Software-as-a-Service solution was optimal.

Solution

• Selected i-Sight Call Tracking Software, the leading web-based, customizable solution for business processes that require case management
• i-Sight’s intuitive, user-friendly interface allows support analysts to enter case information quickly and conveniently, saving time and ensuring greater accuracy and detail
• i-Sight is remotely hosted and managed, so there is no need for in-house system administration
• implementation is fast and seamless

Results

• Requests and complaints are resolved more quickly, leading to enhanced dealer-partner satisfaction
• i-Sight’s flexible reporting tools allow managers to monitor support operations at a glance and identify issues before they develop into more serious problems
• i-Sight also helps to solve staffing problems, since support analysts can work from home if necessary during late shifts

“i-Sight’s reporting tools, we can now more easily identify the broken processes that our dealer-partners experience and fix them so that the problem goes away. And that’s really what it’s all about.”
— Jon Lum, Credit Acceptance’s Director of Dealer-Partner Support

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