Mid-Atlantic Vegetable Shortening Family-owned business chooses i-Sight Service & Complaint Handling Software to ensure improved customer satisfaction

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Mid-Atlantic Vegetable Shortening

Challenge

• The company had outgrown its old manual, case-by-case approach to dealing with customer complaints
• To win larger contracts, Mid-Atlantic needed to satisfy customers’ audit requirements for case management
• Managers considered other software-based complaint-handling systems but rejected them as requiring too much in-house IT management

Solution

• i-Sight Complaint Handling Software is remotely hosted, eliminating the need for additional server hardware and on-site system administration
• Customizable workflow and built-in alerts ensure that complaints are routed to the appropriate department and addressed promptly
• i-Sight is web-based, so sales reps and the company’s owners can check the status of complaints anytime, anywhere

Results

• Senior managers have the assurance of knowing that complaints are handled promptly and consistently
• Faster response times, leading to improved customer satisfaction and loyalty
• Built-in i-Sight reporting tools make it easy to trace the source of recurring problems

"By helping us to isolate the cause of the problem and fix it, the i-Sight solution contributes to higher customer satisfaction and saves us both time and money."
- Jeff Terry, Controller

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