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. They knew there was a better way to do business.

Discover how Panviva helped AAA Northeast boost operational efficiency and optimize knowledge management.

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The Challenge

As AAA Northeast expanded by consolidating with other AAA clubs, it faced significant operational bottlenecks. The organization lacked a formal knowledge management strategy, relying on a fragmented mix of paper documents, shared drives, intranet pages, and institutional knowledge. This created inconsistencies and inefficiencies.

The rapid growth of their automotive services call center, from 350 to over 500 agents, amplified the need for a centralized system. Key challenges included:

• Difficulty analyzing and standardizing procedures across newly merged territories.
• Multiple, disconnected knowledge sources that slowed down agents.
• Increased call times, which impacted member satisfaction.
• Inconsistent service delivery and lengthy agent training periods.

The Solution

AAA Northeast selected Panviva to create a single source of truth for its vast knowledge base. By implementing Panviva, the organization established a centralized system to streamline information and empower its agents.

Panviva provided a solution that delivered:

• A Unified Knowledge Hub: All policies, procedures, and guidelines were consolidated into one accessible platform, ensuring consistency for every agent.
• Streamlined Workflows: Panviva provided clear, step-by-step guidance, empowering frontline agents to resolve issues confidently without escalation.
• Simplified Content Management: The system enabled rapid updates to over 3,000 knowledge articles, reducing the time to implement changes from months to weeks.
• Enhanced Agent Support: A new internal communication board and robust training resources supported remote and new agents, bringing them to competency faster.

“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.”

The Results

By consolidating its knowledge sources into Panviva, AAA Northeast achieved significant operational improvements and enhanced its agent and member experience. The centralized system empowered agents to find the right answers quickly, directly impacting key business metrics.

Key results include:

• Reduced Training Time: New agent training and development time was cut in half.
• Increased Efficiency: Agents could locate information faster, reducing call duration and improving service quality.
• Improved Consistency: Every agent, from veterans to new hires, had access to the same consistent information, standardizing the member experience.
• Empowered Agents: Frontline staff were equipped to handle a wider range of issues, reducing escalations and improving first-call resolution.

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