Large-scale mergers and multiple knowledge sources led to service and efficiency bottlenecks at AAA Northeast. The organization relied on a fragmented system to manage policies and procedures, using a mix of paper documents, shared drives, intranet files, memos, and informal knowledge sharing.

The need for a centralized knowledge management solution became critical when AAA Northeast expanded into handling service calls for car manufacturers and other roadside assistance programs. The automotive services call center grew from 350 to over 500 agents, making it clear that a more streamlined approach was essential for managing information, people, and processes.

Discover how Panviva helped AAA Northeast boost operational efficiency and optimize knowledge management in our detailed case study.

“Using Panviva, we created outlines of steps and factors in the decision-making process for our agents to follow, empowering our frontline people to act on an issue rather than escalating it.”

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