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America's Largest Watch Retailer Chooses i-Sight Customer Service Software to Improve Customer Communications
6 August 2005Customer Expressions announced today that Tourneau, America's largest watch retailer, has selected i-Sight Customer Service Software as part of a strategy to dramatically improve service for customers of its state-of-the-art repair centers.
Soon, customers who take or mail a watch to one of Tourneau's expertly staffed service centers will be able to track the status of their repair orders every step of the way, using a secure, easy-to-use customer web portal. The i-Sight software will also automatically notify customers by email when their repair orders are ready, thus eliminating the need for time-consuming phone calls and voice messages.
“In our business, high-quality customer service is essential,” explains Angelo Kampanis, Tourneau's Vice President, Information Technology. “The beauty of the i-Sight software is that it significantly improves our ability to communicate with customers while at the same time enabling our staff to operate much more efficiently.”
Headquartered in New York City, Tourneau offers the world's most extensive watch selection and is the country's largest factory-authorized independent service center, servicing thousands of high-end timepieces every month. In addition to its flagship store, the Tourneau TimeMachine, on 57th Street at Madison Avenue in Manhattan, the company has three other locations in New York and more than 20 other stores in prominent shopping districts across America. Each Tourneau location has an on-premise repair center that is staffed by expertly trained Swiss watch technicians.
“For a while now, we have been looking for a way to leverage the Internet in order to enhance the whole customer service experience,” Mr. Kampanis says. “When I saw the i-Sight software in action, I knew immediately that it was what we were looking for.”
For Mr. Kampanis, i-Sight's key advantages are twofold: the strength of the underlying database combined with the flexibility of the front-end software. “i-Sight isn't a product that is stuck in a few limited roles,” he says. “The software can easily be customized to suit whatever purpose we want. For example, we can also use this to improve communication with our manufacturers and outside technicians, so that we don't have to spend time trying to chase them down.”
However, Mr. Kampanis expects that the most significant benefit for Tourneau will be enhanced customer satisfaction, which in turn will generate additional sales. “The more we can communicate with our customers, the better the experience becomes. i-Sight keeps everyone in the loop and will allow us to be much more productive and proactive.”
About Customer Expressions
Based in Ottawa, Canada, Customer Expressions is a leading provider of web-based case management solutions for regulators and enterprises focused on quality assurance and customer service. Customer Expressions has gained an international reputation for best-in-class software that enables managers to improve customer retention and profitability. The privately held firm provides i-Sight, an integrated solution for customer service and complaint handling, corrective and preventive action management (CAPA Management), compliance monitoring and other business processes that require case management.
About Tourneau
Since 1900, shoppers have turned to Tourneau for value, integrity and the world's largest selection of fine watches. Recognized as the undisputed authority in the watch industry, Tourneau believes that watches are more than mere instruments of time, but rather reflections of an individual's lifestyle and personality. Whether you are shopping on the web at Tourneau.com or WatchGear.com, or at one of Tourneau's retail locations across America, consider the advantages of buying your next timepiece at Tourneau.
For further information, please contact:
Joe Gerard, Vice-President, Sales & Marketing
613-565-1004 or e-mail protected from spam bots
Source: PR Web
All trademarks and copyrighted information contained herein are the property of their respective owners.
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