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.

Our experience was extremely positive with InsightPro from the start. Their team is so awesome. They even came out to our office to show us the product and help get us started. One of the biggest reasons we wanted to start using this platform was to improve our team's communication. This has helped all of our customer service representatives have more information when talking to customers and providing updates.

InsightPro is a tool truly built for window and door manufacturers. We absolutely love the online claim forms that were built on our website. They allowed customers to start a new warranty claim and our team got notified when a new online form came in. It kept us from having to retype the customer's information multiple times and made things so much easier. I really liked how we were able to receive photos directly from the customer and that they were automatically stored under the customer history section so that we could always go back and reference them if needed. There's so much more I could go on about that made my job easier.

The only thing I can think of that I wish the software had is more dashboards. There's a ton of reports that are really helpful but I like being able to see charts and graphs. Would be cool if this was incorporated.

great service and very useful tool

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.

Overall, the experience has been very positive with InsightPro for tracking our claims thru a specific process and for gathering feedback; I would only suggest a few tweaks to make it even better.

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.

Overall it is worth it and it deliveries results that allow less hassle on gathering information. Great product

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.

I like this software for the fact that it helps break down data into several different categories. Such a quality issues, damages, faulty product etc.

I would say when we first came on board with insight pro all the functions were not working properly at that time. I'm not sure if it was the software or our security wall through our company that were holding things up. However it is all been taken care of now and all is well.

I just love the InsightPro and all of the information you can add and customize. It has 99% of everything for our needs.

It is the most user friendly program I have used in my 20 years. I have used many databases in my career, including ACT! and CRM Dynamics and the InsightPro is the easiest and most user friendly I have ever used. One of the best things is the custom-ability of it - you don't have to fill out fields that are not helpful to you and you can arrange it so that you can run any report needed.

While you can send emails to a customer with a claim, you cannot add an attachment unless you upload it into a "Resource" folder. As our attachments are made for the individual, it is not really a resource that can be sent to anyone else.

Over all experience is excellent. Took us from ZERO to HERO with our customers. The most impressive aspect is the support from InSight Pro. [SENSITIVE CONTENT HIDDEN] is available all the time , always happy to help with any questions.

Very user friendly . All information is in one spot. Very easy to respond to customers quickly. Makes follow up easy. Flags keep us organized with our priorities .

On the dealer side , they have a little less visibility. Would like more automatic notifications to customers . Not a big deal as we can send them manually through InSight Pro.

It brought our company out of the stone age. Before this product we felt like we were using a chisel and rock slab to do a lot of the work this program offers.

There were a few bugs through our end, but after a few conversation with I.T. with insight and our service center we were able to figure it out.

InsightPro has cut out all the paper work orders, all information on a particular job is no matter how many times a tech as been there is all stored and ready to be viewed. The emails sent when a work order has been created, in process and sent when the job is complete.

InsightPro is easy to learn, not only in the office but the techs in the field as well and implementing was very smooth. Everyone at InsightPro was very helpful through out the process. The email updates and the customer portal is great, cuts down on emails and phone calls from customers on where we are with a service job.

Weekly email updates that were automatically sent out, being able to schedule one job for multiple techs without having to create another work order.

Overall it is a good system. I have worked with many CSM over the years and this was easy to pick up on still has some developmental needs but great product.

The ability to keep all notes and documents in one place, reducing paper consumption. ease in sharing the information.

The system has flag to notify you of the age of the file the issue is if you update a request the file remains in the red. This does not allow you to see that you have to made the second request. The emails that are sent are not always recorded in the history. it would be great if there were multiple time line flags. such as a 30 day from opening and a re set when you send a follow up request.

The Insight team is very helpful and has always responded promptly with any issues that I had in getting them resolved. They made the experience much better.

The software is fairly user friendly and does help mainstream work in warranties.

There was some issues in the beginning that made it difficult to enter new warranty information, but working with Insight, our IT department was able to eventually resolve it.

This program is easy to use and well organized

What I like least about the software is that I cannot upload videos from customers

- How easy it is to use it. - Seamless Process

- I can't seem like I​ can find any. We really like the software.

We use InsightPro for our warranty program here at Lowes and has been a great software to track and resolve our customers issues.

Easy to maneuver threw Easy set up for new employees Issues are taken care of quickly if something wrong with the site

nothing negative to say I wish we could use this program in our stores.

Great

Easy to use, updates periodically, clearly laid out

Reminders don’t always notify when they are supposed to.

The flexibility it provides and the continues improvement that has been put into place.

Would like to personalize each users dashboards to fit there needs within InsightPro

This is a program which allows you to understand your business better and find platforms for improving. You May do the relationship between sales or any factor of your business to see how it is affected and then the program does while researching and analyzing for you!

Sometimes customer support could be hard for this!