Food Should Taste Good Puts the Sweetness Back in the Customer Service Experience With i-Sight
Food Should Taste Good
Challenge
- Needed an easy-to-use, adaptable system for managing customer feedback
- The existing system was limited and difficult to use. Data had to be extracted and then mined before any reports could be generated
- The existing system had no tracking and follow-up functions. Customer service staff had to flag messages for follow up and use hand-written notes as reminders
- Wanted a solution that reflected the company’s customer-centric philosophy by allowing for efficient and effective follow up
Solution
- Selected i-Sight Case Management Software for its flexibility and user-friendly interface
- The auto-assignment feature routes customer communications to certain employees for immediate follow-up with tracking and reminders
- With everything in one place, one person can handle more cases and use their time more effectively.
- Effective reporting tools allow managers to generate customized reports with just a few clicks
Results
- Each case is handled by one employee, allowing for more personal and efficient customer service
- Increased efficiency means that employees spend more time interacting with consumers rather than chasing down paperwork
- i-Sight’s advanced reporting has made it possible to identify trends for follow-up, sales leads and marketing ideas
- Managers can customize their dashboards to see the reports they need to track the performance of their teams
