PetSure achieves business case in less than 4 months

Three weeks after the implementation of livepro, PetSure conducted another survey to see how staff felt about their new Knowledge Management system. Results showed a huge shift in perceptions amongst agents, with staff now saying that they trusted the knowledge, found it simple to search for the correct information and felt more confident about finding the answer themselves without having to rely on colleagues.

With the introduction of livepro, PetSure have achieved the following outcomes:

• 30 second reduction in AHT for existing agents
• Business case was achieved in less than 4 months
• 4,868 knowledge article accesses just in the first two weeks
• Engagement has remained high with 145 users still logging on every day
• Agents feel confident to answer customer questions correctly without having to ask SMEs
• Reviewing feedback in livepro has kept knowledge up to date, with over 680 pieces of feedback being actioned in the first 8 months
• Authors now have a simple system to review and report on knowledge and agents are actively involved in the process