ArcLight Cinemas

ArcLight Press Release

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

"By implementing the i-Sight solution, we have further enhanced our ability torespond to customer input and to continuously improve the quality of the movie-going experience.”

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