Challenge

A fragmented, unwieldy database.

Central One needed a solution that would provide a centralized data repository and, most importantly, would help call center staff streamline procedures and revise out-of-date forms. With Panviva, the team was able to consolidate their complex database and more quickly deploy processes system-wide. Now, agents are empowered to focus on providing great customer experiences.

“Panviva has reduced errors and keeps people accountable. Members are happier, Things are getting done right the first time.” – Christine Bates, Assistant Vice President

Solution

Modernize for a smooth implementation.

Panviva’s low IT installation requirements simplified implementation. As a result, Central One was able to easily evaluate and change many of its most used forms. These improvements to processes and updates help systems behind the scenes run more smoothly, allowing agents to do better, more satisfying work.

Results

Reps can focus on serving members.

The use of Panviva drove several outcomes for Central One, including:

• Consistency of content and information across departments
• Increased productivity and job satisfaction among Central One employees
• Faster deployment of processes system-wide

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