Complaint Tracking Software for Energy & Utilities
Designed for the Energy & Utilities Industry and Customized for You
Complaint Tracking Software from i-Sight has been designed to address regulatory requirements of the energy & utilities industry and is then customized for your business. The flexible business rules in i-Sight help to ensure you meet requirements of local utility commissions for handling customer complaints of every type.
Customer complaints may be received through a variety of channels. i-Sight helps you record them efficiently, no matter the source. Your company’s authorized users of i-Sight can record complaints through an intuitive, fully customizable web form. Customization ensures you can capture the right information for categorizing and reporting complaints to regulators.
Energy & utilities companies may also wish to post a public form for capturing complaints, which can include a mechanism for a customer to log in to his or her file with a username and password to monitor updates.
Rules on response times for customer complaints in the energy & utilities industry vary from state to state. i-Sight’s customized business rules help companies to comply with their state’s regulations.
Users of i-Sight can use templates in the software for customer letters to acknowledge complaints. The MS Word letter templates help companies save time spent on letter creation.
The resolution process can begin as soon as a complaint has been assigned to a person for follow-up. The case owner can begin resolving the complaint and recording the steps by:
- Writing notes to include in the file
- Setting task reminders
- Assigning tasks
- Sending messages via email
- Using templates to generate customer letters
- Attaching documentation
- Forwarding files for review
- Documenting the results
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..
Advantages of using i-Sight Customer Complaint Handling Software for energy & utilities:
- Every customer complaint is recorded and documented
- Comply with industry regulations by acknowledging complaints within target times
- Manage dates and deadlines effectively
- Keep complaint information centralized
- Allow collaboration among stakeholders
- Maintain a complete record of every complaint
- Generate reports for regulators effortlessly
- Use data collected from customer complaints to improve processes