Stonyfield Farm Selects i-Sight Case Management Software to Improve its Handling of Customer Feedback

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Stonyfield Farm

Challenge

• Needed an easy-to-use, flexible system for tracking and managing customer feedback
• The existing Access database was slow and difficult to use. Result: consumers and internal staff were spending too much time on the phone. Reports were difficult and time-consuming to generate.
• The existing system was not integrated with the company’s website. Information that was sent in via email had to be manually input into the database.
• Wanted a solution that would complement and support Stonyfield Farm’s mission as socially responsible, caring company

Solution

• Selected i-Sight Case Management Software for its flexibility and fast, friendly user interface
• Customized scripting, auto-population of fields and built-in templates ensure that interactions between customers and internal staff flow naturally, with no unnecessary delays or duplication of effort.
• All information is collected in the same database, whether submitted by phone or via the company website.
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• Consumer relations staff now handle more calls in less time
• i-Sight allows staff to address customer needs swiftly, professionally and on individual basis
• i-Sight makes it easier to detect patterns and trace the source of consumer questions and concerns
• Reports can be generated on the fly by managers without the need for advanced technical knowledge.

"The bottom line is that i-Sight has enabled our Consumer Relations group to run more efficiently, while providing valuable information to our internal groups in a timely, user friendly format"

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