North American Auto Group consolidates complex information with Upland Panviva
A new centralized knowledge base leads to a 20% increase in first call resolution.
Increasingly complex knowledge.
North American Auto Association faced the challenge of managing increasingly complex and changing volumes of information for multiple programs under their brand. With Panviva, the auto club found a way to create a better flowing, higher quality, single source of truth system that also assisted agents. Now, call center processes are re-engineered for success in the moment of need.
“Call center agents using Panviva are upbeat, self-assured, and able to reassure and dispatch great help quickly.”
Streamline and layer.
The auto club created a centralized knowledge base with layers of information easily accessible by agents. Panviva decreased training time by stepping agents through calls and providing accurate content. Employees now have higher confidence and create better customer experiences.
Accurate, editable content that agents love to use.
The use of Panviva drove several outcomes for the auto club, including:
- 20% increase in first call resolution
- 25% decrease in call handling time
- 40% reduction in agent training failure rates
Insurance broker advances operations and expands to digital communications with OL Connect
This active insurance company needed a solution to integrate with their existing ERP system to boost print operations, enhance document design, and provide multi-channel communications to customers.
Commercial bank uses OL Connect to streamline workflows and enrich customer communications
This busy financial firm needed a solution to integrate with their current systems to enhance productivity and client correspondence while adhering to strict compliance regulations.
Legal operations organization mitigates risk and missed deadlines with BA Insight.
This legal organization went from frequently missing deadlines for licensing, renewals, and other contracts, to efficiently finding information across the business while reducing time spent on pure document retrieval by adopting BA Insight’s content search solution.