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DataPath
DataPath Case Study
i-Sight Case Management Software Helps DataPath Save Time in Tracking Support Issues
Challenge
Needed better tools to track and manage support issues
Existing tracking system made it difficult to analyze technical problems and identify weak areas
Internationally dispersed field staff had no easy way of communicating with head office on customer support issues
Solution
Selected i-Sight Case Management Software for ease-of-use and flexibility
The system is web-based, so field personnel can securely access the system from anywhere in the world and see the status of their support tickets
Built-in reporting tools make it easy to analyze support issues, identify common problems and respond proactively
The i-Sight system also functions as an inventory-management solution, and automatically notifies field staff when their travel documents need updating
Results
Faster and easier communication between field staff and head office
Significant time savings in tracking and managing support issues
No more worrying about support issues that might "fall between the cracks"
Improved ability to manage service quality and turnaround times
"i-Sight Case Management Software enables us to support our customers and field employees better."
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