Case Study: National Tobacco Company achieves 99% customer approval with i-Sight

Powerful Case Management Technology Propels The National Tobacco Company to a 99% Customer Approval Rating

National Tobacco Company, part of Turning Point Brands, needed a better way to manage consumer feedback because its outdated, rigid process for handling complaints and inquiries wasn’t capturing enough data or meeting the company’s need for speed and responsiveness. The team was looking for a case management solution from i-Sight to streamline customer feedback and support continuous improvement.

i-Sight implemented a secure, all-in-one case management system that centralized hotline calls, web forms, mail, tracking, reporting, and response letters in one place. The results were significant: National Tobacco saved 40 hours of employee time per week, reduced customer response time by 85%, cut internal report request time by 98.9%, lowered complaint volumes through better trend analysis, and achieved a 99% customer approval rating.