Lockyer Valley Regional Council doubles staff engagement and efficiency

With the help of livepro, Lockyer Valley Regional Council has completely transformed its knowledge management landscape. Costs are down, productivity is up, and both employees and customers are happier than ever.

Now that customer service agents can pull clear and consistent information from a single source of truth, staff engagement and efficiency have doubled. Wendy adds: “Staff is so happy with the new system, and the transition was so easy! They actually want to add more information to the system to take advantage of it!” And with livepro, adding new information is easy, since knowledge managers can seamlessly update the system at any time.

livepro’s powerful search functionality and user-friendly design also empower agents to quickly and easily communicate answers back to customers – cutting some calls by as much as 7 minutes – and they enable users from any internal department to effortlessly find whatever knowledge they need. What’s more, this ease-of-use has drastically simplified new agent onboarding, as Wendy explains: “The amount of one-on-one, initial user training has decreased by half!”