Travel Assistance Company Implements i-Sight Case Management Software and Increases Per - Manager Case Load, Reducing Staffing Costs as Company Grows

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Mega Assistance

Challenge

• Mega Assistance needed a single system to manage all communications and documents related to a case, as well as specific functionality to accommodate auditing and reporting.

Solution

• i-Sight Case Management Software provided the best of both worlds, a full-featured off-the-shelf solution that could be customized easily to the company’s workflow and needs.
• i-Sight offered built-in functionality like integration of emails and files, and the ability to track costs related to each case.

Results

• Customer Expressions completed customizations in about one-third the time Mega Assistance’s business development manager would expect for such software projects.
• i-Sight cut about one-third from file-management time, thereby reducing the time to process a file from one week to two or three days.
• Each manager now handles more cases.
• If the company still had paper-based case management, it would need about 50% more staffing for case management.
• Full cost tracking and the ability to immediately locate such information improves customer service and ensures all costs are accounted for.
• The business development manager rates the project at 98 or 99 percent on a scale of 100.

“Customer Expressions was able to give us exactly what we were looking for – very quickly. The most impressive part is how easy it was to tailor the software for our business. It’s a fantastic tool.”
— Gaetan Serret, Business Development Manager

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