Complaint Tracking Software for Utilities

• Energy & Utilities

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

Email this page Print this page

• Related Content
• Quick Links