Designed for the Energy Industry & Customized for You
i-Sight Complaint Tracking Software has been designed to for the specific regulatory environment faced by utilities -- yet can be customized to suit your business. i-Sight uses flexible business rules to ensure you meet the requirements set by local utility commissions for responding to written and oral customer complaints.
Receive Complaints: i-Sight lets you record new customer complaints received through any channel, quickly and efficiently. Any authorized staff member can log new complaints using i-Sight’s simple, intuitive web form. The intake form is fully customizable, allowing you to record all information necessary in order to categorize complaints and report them to regulators.
i-Sight also has a portal feature that enables utilities to post a public intake form for complaints. If desired, customers can also be provided with a username and password to login and view updates to their complaint file.
Acknowledge Complaints: Each state sets its own rules on how quickly energy companies should respond to customer complaints. i-Sight incorporates customized business rules to ensure you meet these targets every time.
Template Letters: i-Sight can generate template letters to your customers, acknowledging the complaint. Your agents can save time by using a variety of letter templates that are automatically generated within MS Word.
Manage Complaints: Once a case has been assigned to the appropriate person in your organization, the “case owner” can begin to record the resolution process. From within the complaint file, the case owner can:
- Record notes
- Set reminders
- Assign tasks to others
- Send emails
- Generate letters using automatic templates
- Attach documentation
- Send for review
- Record the outcome
Dashboard Reporting
Improvement starts with understanding. With i-Sight dashboard reporting, managers can quickly view compliance with service standards and identify emerging trends. Using i-Sight’s advanced ad-hoc reporting tool, you can also create your own reports by region, issue type or any other parameter.
Benefits of the i-Sight Customer Complaint Handling Software for Utilities:
- Quickly record and document new customer complaints
- Ensure acknowledgement of every complaint within regulated guidelines
- Maintain a complete record of every complaint
- Centralize complaint information
- Collaborate across the organization
- Effectively manage milestones and key dates
- Effortlessly generate necessary reporting for regulators
- Learn from customer complaints
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