DataPath

DataPath Case Study

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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