Customer Complaint Tracking & Issue Handling Conference: CEC President and Two i-Sight Customers to Present

March 05, 2008 (PRLEAP.COM) Technology News
Ottawa – March 3, 2008 – Customer Expressions, the leader in web-based complaint tracking software, announced today that it will join two of its clients, Enbridge Gas and the Canadian Ombudsman for Banking and Financial Services, as a presenter at the Customer Issue & Complaint Management Conference to be held in Toronto, March 26 - 28, 2008.

This will be the 4th year that Customer Expressions and its clients have presented at the conference. In past years the 407 ETR, the Greater Toronto Airport Authority and other i-Sight customers have presented and shared their expertise. “We’re proud to be considered the leaders in providing complaint tracking solutions and expertise.” said Joe Gerard, VP Sales & Marketing, Customer Expressions. “It’s also great to have an opportunity for our customers to share their experiences and lessons learned.”

Enbridge Gas is Canada’s largest utility providing natural gas and other services to more than 2 million residents and businesses. They have been using i-Sight Service & Complaint Software for more than 3 years to help them track customer service issues and complaints. "At Enbridge, we’re committed to ensuring that our customers’ questions and complaints are handled quickly, efficiently and fairly," says Mike Mees, Customer Ombudsman, Enbridge Gas Distribution. "We selected i-Sight because it helps us to meet that commitment. With i-Sight, we now have a consistent process for tracking complaints and ensuring timely follow-up and resolution."

"One of the things we realized during our review was that we needed to make it as easy as possible for people to enter information in the tracking system," Mees says. "Our old system was not very user-friendly, so people tended to avoid it. On top of that, it was not easy to add new users. It required a fair bit of training and the employee needed to have access to one particular server on the network, which often required technical support."

"Since we implemented i-Sight, we have had fantastic feedback,” Mees says. “The training is minimal and everybody who uses the tool has had a positive response. People love it because it helps them do their job and is so easy to use."

Another Customer Expressions client, Canada’s Ombudsman for Banking Services and Investments (OBSI), will also deliver a presentation at the Toronto conference. Like a growing number of financial services complaint handling organizations, the OBSI depends on i-Sight Service and Complaint software to track consumer complaints and manage investigations efficiently and effectively.

“The energy and focus that an organization puts into complaint management says a lot about their culture.” said Joe Gerard, VP Sales & Marketing, Customer Expressions. “We work with some of the best companies in the world who know that effective complaint management leads to better financial results. Our customers like BMW, Siemens and Mitsubishi view complaints as an opportunity to show their customers how important they are. As a result, they have lower rates of customer turn-over, enjoy more positive word-of-mouth and ultimately earn higher profits than companies who regard complaint resolution as an expense.”

The conference, which is being organized by Federated Press Inc., will provide attendees with innovative complaint management strategies along with challenges, successes, and lessons learned at world class organizations. Attendees will also learn how to measure the dollar value of effective complaint resolution and the cost of mismanaged complaints.

Please click here to view conference agenda.

Customer Issue & Complaint Management Conference - Session 1
Customer Issue & Complaint Management Conference - Session 2
Customer Issue & Complaint Management Conference - Session 3
Customer Issue & Complaint Management Conference - Session 4
Customer Issue & Complaint Management Conference - Workshops

About Customer Expressions
Based in Ottawa, Canada, Customer Expressions ( is a leading provider of web-based complaint tracking, customer service and case management software solutions. Customer Expressions has gained an international reputation for best-in-class software to optimize the management of various business processes. The privately held firm provides i-Sight, integrated case management software for call tracking, customer service, complaint handling, corrective and preventive action management (CAPA Management), and other business processes that require case management.

For further information, please contact:
Joe Gerard, Vice-President, Sales & Marketing
800-465-6089 or