i-Sight Corrective and Preventive Action (CAPA) Software Offers Innovative Web Portals to Bring Together Customers and Suppliers 

 
 Ottawa, January 24, 2005 - Customer Expressions today announced the launch of portals for the i-Sight Corrective and Preventive Action (CAPA) Software, an easy-to-deploy, web-based solution that dramatically improves the exchange of information among companies, their customers and suppliers.

i-Sight Corrective and Preventive Action (CAPA) Software saves time and money by eliminating the need for paper records of complaints, corrective actions, non-conformances and other quality- or safety-related issues. Designed for rapid implementation and easy customization, i-Sight Corrective and Preventive Action Software enables all of the involved parties to share information quickly and easily via a secure web portal. 

“We encounter companies all the time that are having trouble keeping track of external corrective actions and service level agreements,” said Joe Gerard, vice-president, sales and marketing, at Customer Expressions.  “Many of these same companies lack the tools they need to manage and share information related to their ongoing corrective actions.”

Gerard added that i-Sight’s innovative project management approach to corrective actions ensures that one person is responsible for each issue. The project manager can then assign tasks to others, record 8D data, use letter templates, attach documents and photos, and take advantage of other administrative tools to ensure that the corrective action is completed.

In addition, i-Sight Corrective and Preventive Action Software can be deployed to bring together companies, their suppliers and their customers through a single, easy-to-manage and secure web portal.

Customers
With i-Sight Corrective and Preventive Action Software, external customers can submit problems quickly and conveniently via a secure web form on the corporate website or intranet. If desired, customers who report problems can be provided with an automatic acknowledgement email that contains the case number and a unique password that enables them to access status updates posted by corporate employees. “One of the benefits of the i-Sight approach is that we can easily customize the portal to suit our clients’ exact requirements,” said Gerard. Each web portal includes an intuitive reporting form and intelligent workflow rules to ensure that the appropriate people are promptly notified of each new complaint.

Suppliers
i-Sight Corrective and Preventive Action web portals make it easy to collect and exchange quality-related information among various corporate locations and suppliers. Companies can quickly record new complaints or requests for corrective actions. Customizable workflow rules ensure that the appropriate supplier is promptly notified of each new case. The supplier can then respond by indicating the corrective or preventive action taken.  If desired, the supplier’s response can be emailed automatically to a designated employee for approval.

Access Controls
Companies that implement a corrective action solution need the security of knowing that they can restrict access to specified users. “Each of our customers is different, but generally speaking they will allow customers and suppliers to view only their own cases,” said Gerard. Internal employees can, if desired, be granted full access to the system. Alternatively, access can be restricted based on the employee’s location, plant, product line(s), or other factors. What’s more, with i-Sight the access controls can be customized for each client. And to eliminate the need for extensive training, the user interface provided to the client or supplier is kept as simple as possible.

Corrective Action Reports
i-Sight Corrective and Preventive Action Software is ideal for companies that are looking to improve revenues and enhance customer retention through continuous improvement.  “Our customers need meaningful reports that they can act upon to improve their products and services,” Gerard said. i-Sight Corrective and Preventive Action Software delivers real-time, actionable information such as the number of late, incorrect or mishandled deliveries sorted by supplier, the number of complaints received per client, the amount of rework required by plant or location, the number of overdue and unresolved cases, and many others. With i-Sight, companies can compare response times for each supplier and ensure that service level agreements are being met. They can also analyze their own performance in response to customer requests.

i-Sight Corrective and Preventive Action Software web portals are the latest addition to the i-Sight family of complaint handling and case management software. i-Sight complaint handling and case management software is designed to save money, improve product and service quality and enhance customer retention by making it easy to identify, manage, resolve and follow up every issue.

i-Sight Corrective and Preventive Action (CAPA) Software:

  Enables rapid entry of new complaints and corrective and preventive actions (CAPA)
  
  Improves collaboration among different locations/departments
  
  Analyzes resolution costs to easily prioritize corrective actions
  
  Links multiple complaints to a single corrective action
  
  Uses workflow to assign cases 
  
  Create and assign tasks, set reminders and due dates
  
  Provide managers with actionable information (issues by plant, product, issue type, etc.)  
  
  Meet ISO, Six Sigma, 8D and 21 CFR Part 11 requirements

About Customer Expressions
Based in Ottawa, Canada, Customer Expressions (www.customerexpressions.com) 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 complaint handling, corrective and preventive action (CAPA) management, compliance monitoring and any other business process that requires case management. 
 
 
 For further information, please contact:
Joe Gerard, Vice-President, Sales & Marketing
800-465-6089 or media@customerexpressions.com