Strategic Complaint Management Conference: 407ETR & i-Sight Discuss Customer Complaints Handling and Complaint Software

• Case Studies
• Snapshots

407 Express Toll Route

Challenge

• As the world’s first all-electronic, open-access toll highway, the 407 ETR needed an efficient way to log and track feedback from its 320,000 daily users
• Wanted complaints handling software that would allow cases to be forwarded automatically to the appropriate personnel for action
• Wanted software that would allow managers to monitor feedback and responses in real time

Solution

• Selected i-Sight Complaint Handling Software for its ease-of-use, reliability and customizability
• The system is web-based and hosted, eliminating the need for new server hardware and on-site administration
• Information from customers is captured quickly and consistently
• Automatic escalations and alerts ensure that complaints are dealt with professionally and in a timely manner

Results

• Improved customer service response times
• More consistent follow-up, leading to increased customer satisfaction
• The 407 ETR benefits from enhanced information about its customers, their preferences and concerns
• Managers can spot problems sooner and respond proactively

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