Enbridge Gas Distribution

Enbridge Case Study

Challenge

• Enbridge’s existing complaint tracking system was cumbersome to use and inflexible
• Employees often failed to log complaints because they found the system too awkward and time-consuming
• Only specially trained employees were capable of using the old system. Managers who needed to refer cases to other people or departments in the company were required to follow up manually
• Accurate reporting was impossible because many complaints were never entered in the system

Solution

• Selected i-Sight Service and Complaint Tracking System for ease-of-use and flexibility
• Implementation was fast and problem-free
• i-Sight maintains a complete case history of every complaint
• The system is web-based, so it is easily accessible to personnel at head office and in the regional offices
• Automatic alerts and reminders help to ensure that cases are resolved quickly and efficiently

Results

• More consistent and timely resolution of complaints, leading to enhanced customer satisfaction
• Ease-of-use means that every complaint is now properly logged and tracked
• Managers benefit from access to enhanced reporting tools and more accurate statistics

"In fact, our project manager called them the best vendor he has ever dealt with. The support he has received from the i-Sight team is amazing."

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