US Can

US Can Case Study

Challenge

• Needed a case management system to track and respond efficiently to customer feedback and complaints
• The existing system used a mix of faxes, phone calls and email
• Each plant’s quality assurance manager would then take the information and enter it into an Excel spreadsheet
• The task of merging all of that information at head office was labor-intensive and time-consuming
• Complaints often got lost in the system and overlooked: only one in four customers who submitted feedback received a response

Solution

• Chose i-Sight Case Management Software for ease of implementation, ease of use and advanced reporting tools
• The system is web-based, so customers can fill out reports themselves regardless of their location
• All cases are stored securely in a central database
• Customers receive an automatic acknowledgement as well as a case number and a contact name
• An email notification is automatically sent to the QA manager of the plant where the problem or defect originated
• All actions and responses are logged in one place and can be monitored in real time
• The CEO is automatically notified when a problem is reported by one of the company’s top 10 revenue-generating customers

Results

• Seventy-five per cent reduction in the average time required to respond to complaints
• Complaints no longer fall between the cracks - every customer receives a detailed response
• Improved ability to detect problems and take corrective action
• Significant reduction in the number of shipments of non-conforming product
• Increased customer satisfaction and loyalty

"The team at Customer Expressions has been great. They’ve helped us to respond not just to quality issues but also customer serviceissues, and to do it faster and better."

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