InsightPro

Our customer service team loves this tool because we spend a hell of a lot less time on the phones. We take far less calls now than we ever have in the time I've been here. Our department uses the automated customer surveys and my team won the competition last month for the highest satisfaction score. We incentivized high satisfaction scores and it has really improved the customer experience. And we know because it's tracked on the home page of our dashboard when we log in. There's a lot of features to this product and I was honestly surprised how quickly and easily our team was able to use it without asking questions.

I wish we had the ability to build custom reports. It's not something we need that often but when we do we export the data and run it through a spreadsheet.

The ease of communication it provides our business.
We use this software to coordinate our after sales services for windows. It allows our multiple clients to easily create after sales services we can then process and assign to out repair techs.

It would be great if we could process more than one issue per case file to accurately get metrics back from the software to give feedback to our production team. currently if a customer has multiple issues with a product we can only report one issue. We would have to create multiple cases per client if we wanted to record all issues on a window unit.

I like the fact that InsightPro is customizable to what our organization needs. As we have continued to use it, we have found more applications and have continued to be able to customize it it specific to our programs.

The communication with customers thru "sharing" in e-mail could use a little improvement. We have found a number of instances where documents, etc. were sent, but the customer did not receive the e-mail and we did not have a way to verify receipt so we were not aware. It left an issue to extend beyond normal time while we were waiting for a response from a customer who never received the request.
Additionally, customers are able to provide a review after their claim is complete, but we only receive notice of the review if it falls below a certain threshold/ rating. We would like to have visibility of all reviews so we can view the positive as well as the negative to learn how to improve our customer experience.

This product lets you build cases for your technicians exactly how you would like them to see it. I like the feature of attaching important document for specific jobs so your technicians can view them on their mobile device to better help understand details on the jobs. I also like that you can assign more than one technician to an individual job so each of those techs get notifications allowing them to see customer information and job details. This is a great platform for small to large industries looking to keep track of Service or work orders and get the information back as they are at the job.

If there was anything that I would dislike, it would be that sometimes it does not allow all the photos the technicians attach to properly upload.