i-Sight Complaints Tracking Software Helps World-Class Manufacturer Deliver World-Class Customer Care

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• Snapshots

A.O. Smith Water Products Co.

Challenge

• Needed complaints tracking software to replace the existing paper-and-filing-cabinet approach
• Managers were unable to verify that each complaint was properly handled and resolved; too many cases were falling between the cracks
• The existing system also made it difficult to analyze complaints in order to identity trends and common problems

Solution

• Chose i-Sight Service and Complaints Software for ease-of-use and customizability
• i-Sight automatically maintains a complete case history of every complaint
• The system is web-based, so it is easily accessible to all relevant staff and branch-plant managers
• Customer relations staff receive an automatic reminder if a case has not been resolved within seven days

Results

• Managers benefit from much greater awareness of customer complaints and concerns
• More consistent and timely resolution of complaints ensures higher customer loyalty and satisfaction
• The customer relations department can now easily spot trends and common defects; that information is immediately forwarded to product managers and plants engineers

"i-Sight has made my job a whole lot easier and it has given us access to information we never had before."

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