Tourneau Repair America’s Largest Watch Retailer Chooses i-Sight Customer Service Software to Improve Customer Support

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Tourneau Repair

Challenge

• Lacked a comprehensive means of tracking and managing repair orders
• Wanted to improve the customer service experience by providing easier access to relevant information
• Repair center staff were spending too much time answering phone calls from customers who had no other means of knowing when their watches would be ready

Solution

• Selected i-Sight Customer Service Software for its flexibility, reliability and ease-of-use
• Customers can conveniently track their repair orders from a web browser
• The i-Sight system automatically notifies customers by email when their repair orders are ready
• Head office managers can easily monitor service performance across multiple locations

Results

• Improved communication leading to higher sales and customer satisfaction
• Repair center staff spend more time on higher value activities, less time on routine calls
• Enhanced ability to communicate with suppliers and outside technicians

"The more we can communicate with our customers, the better the experience becomes. i-Sight keeps everyone in the loop and will allow us to be much more productive and proactive."

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