How can you exceed compliance standards while accelerating productivity?

Learn how Straumann Group got these results by partnering with Panviva:

• Decreased average handling time to just 3–5 minutes per call.

• Reduced callback rates as agents proactively recommend complete product sets.

• Onboarding/training time dropped from 3–4 weeks to 2 weeks for new agents.

• Panviva became a cornerstone when opening Straumann Group’s Costa Rica facility.

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Challenge

Outdated, Inefficient Knowledge Access

As a leader in oral health innovation, Straumann Group serves both practitioners and patients through an expansive catalog of hundreds of products. Previously, support agents relied on a laminated 300–400 page catalog to locate information, slowing response times and risking incomplete service. Straumann Group required a digital solution to empower agents, improve customer experience, and streamline new hire training.

Solution

Digitized Catalog & Guided Service

The Straumann Group implemented Upland Panviva nearly a decade ago to replace paper catalogs with a digital knowledge base. Panviva’s flowchart-based decision trees help agents ask the right questions and recommend correct products during customer interactions. Panviva also anchors agent onboarding, reducing training times and helping new hires master product distinctions quickly.

“Panviva is the one system that everyone on our team loves. It’s made such a positive impact on our ability to understand and navigate our complex product catalog, and it’s helped us deliver exceptional customer service.”
— Jared Doherty, Sr. Customer Service Trainer