inSight is designed to ensure that your colleagues can be heard whenever they have a problem. In order to evolve, your organization needs to be listening to employee feedback when things go wrong. Problems may arise locally with process or derive from customer complaints, and your front line staff may not be equipped to suggest the solution. In this situation you need to link up the front-line staff with the teams charged with process development. With inSight, you can be assured that all process issues are being competently handled and that the originator is kept informed about progress with their problems.

Issues and Complaints

inSight is an Issues Management system. Of course, issues can arise from many sources

• Customer Complaints
• Process snags
• Product and Service problems

...  but ultimately all such issues will detract from the efficiency of your Business unless you eliminate the root cause.

The power of inSight comes from a structured process to manage all issues through to resolution and to learn from the trends.

Fixing problems will help your staff relations too. Staff in the front line have the comfort that the organisation and process is in place to help them, and that the system is self-improving in the long run.

A listening organization is a learning organization.

Unhappy customers don't complain twice - they just go somewhere else ...

Powerful Automation

To keep you in control, and protect you from "data overload", inSight offers unparalleled automation in the customer feedback process, providing you with:

• automatic collection of issues from internet / intranet sites.
• streamlined communication via electronic mail.
• simple generation of web-based forms through our built-in web form generator.
• tailor-able work-flow to maximize efficiency.
• easy tracking of issue state and current ownership.

Every time an issue is updated, automated messages can be sent to the raiser or currently assigned owner.

....inSight's easy interface has intranet & internet capability to capture issues around the clock!

Process Mapping - A Tailored Solution

We believe that software should support business processes, not impose limitations upon them. For this reason, ISDE help you map your customer feedback business processes. We listen to the way you work and make the system behave accordingly, rather than shoehorning your process into an unworkable solution.

We won't let the tail wag the dog !

Owner Support Package (OSP)

A familiar problem with customer feedback is that once an issue is allocated to an Owner to deal with it, all too frequently the issue gets "lost" and isn't followed up on.

inSight has built-in tracking abilities which enable you to identify where an issue is at any time, to see how far along the process the issue is, and when you are next due to hear from the issue owner.

In addition, the OSP package is there to help your problem trouble-shooters. It walks them through the entire process using a wizard making it easy for "occasional" users.

Get the right person on the problem quickly ...

... Help your troubleshooters to help you !

Powerful Reporting

Both insight and OSP systems come with advanced reporting functions which are also simple to use. Reports types encompass:

• text based reports and powerful customizable charts
• counts within a date period
• breakdown by field value

click on the graph for more examples

Graphical and textual reports created at the 
touch of a button

Easy creation of ad-hoc management reports