Real-World Case Studies and Customer Success Stories with livepro

livepro helped Avant Mutual cut onboarding time from three months to two weeks. The company used livepro to create a... single knowledge base for its contact centre. Average handling time dropped by 20%. First contact resolution rose from 50% to 67%. Transfers decreased by 33%. Wrap-up time fell from 17 minutes to 7 minutes. Customer satisfaction increased by 5%. Employee satisfaction went up by 13%. Unhappy member retention improved from 40% to 70%.
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livepro Knowledge Management System helped PetSure fix problems with outdated and hard-to-find information. Agents did not trust the old system... and had to ask colleagues for answers. PetSure wanted to cut average handle time (AHT) and make knowledge easy to find. After three weeks with livepro, staff trusted the new system, found answers faster, and felt more confident. PetSure saw a 30-second reduction in AHT and 4,868 knowledge accesses in two weeks.
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livepro helped Avant Mutual cut onboarding time from three months to two weeks. Avant Mutual needed a single knowledge base... for its contact centre. Staff often had to ask colleagues for answers, which made calls slow. livepro gave them a central place for information and a tool called Compass to guide staff. This made it easier to answer questions and train new people. Call transfer rates dropped by 33% and wrap-up time decreased by 59%.
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livepro helped Western Downs Regional Council improve customer service in their contact center. The team faced slow call resolution and... inconsistent answers due to outdated knowledge management. livepro provided a cloud-based, searchable knowledge base and real-time updates. Training time dropped by 60%. Call times fell by 4%. Call queue times decreased by 11%. The council delivered faster, more consistent service during high call volumes.
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livepro helped Townsville Council during Cyclone Yasi when their call center was down. They needed a central knowledge management system... to give staff fast, updated information. livepro reduced training time by 20%. Average call handling time dropped by 8 seconds. Internal satisfaction went up by 26%. Staff got job ready faster with less IT help.
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livepro helped Goulburn Mulwaree Council improve customer service. The council needed faster training and better knowledge management for new staff.... livepro reduced staff training time from two weeks to two days. The council now uses 319 livepro templates 1,200 times each month. Customer satisfaction reached the highest rating in the council sector. Staff morale and engagement also improved.
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livepro helped RemServ improve its knowledge management for customer service. RemServ needed a better way to train staff and answer... client questions. The old system was slow and hard to use. livepro made it easier for agents to find answers fast. RemServ cut classroom training by 5 days. Their net promoter score went from 52 to 62.
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livepro helped Atlanticus solve problems with their old knowledge management system. Call center agents had trouble finding policies, which caused... compliance issues and long call times. livepro made it easy for agents to find the right answers fast. Atlanticus saw a 14% reduction in average handle time. Compliance increased by 100%. The announcement process became faster and more reliable.
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ME Bank used livepro to improve its contact centre knowledge management. Agents struggled with a hard-to-search internal wiki, leading to... long call times and low engagement. livepro gave agents fast access to accurate answers, cutting average handle time by 40%. Staff engagement soared, with 92% finding the system useful. Training time dropped, and customer satisfaction improved. The bank saw 4,868 accesses in two weeks, showing high adoption.
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livepro Knowledge Management System helped ME Bank improve its contact center. The bank replaced a hard-to-use SharePoint wiki with livepro.... Agents now find answers faster and need less training. Average handle time (AHT) for calls dropped by 40%. Staff engagement rose, with 92% of staff saying livepro is useful.
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livepro helped Datacom improve their contact center operations. Datacom needed a tool to give consistent answers and adapt to complex... customer needs. They chose livepro after trying other tools that did not work. With livepro, Datacom reduced average handle time by 17%. The team also improved speed to competency and knowledge sharing.
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livepro KMS helped TSA Group, a leading Australian BPO, solve knowledge management challenges. TSA Group needed a scalable, easy-to-use system... to replace SharePoint and unify knowledge for their teams. After implementing livepro, they achieved over 95% utilization across all channels. New staff found knowledge 58% faster and needed 75% fewer clicks to get answers. Support service use dropped by 17%. 98% of staff said livepro made their job easier.
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Livepro helped Lockyer Valley Regional Council replace its old knowledge management system. The council wanted to boost staff engagement, cut... training time, and reduce call handling times. With livepro, training time decreased by 50%. Average handling time dropped by 7 minutes. Staff found it easier to find information. Customer service improved and costs went down.
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livepro helped Liverpool City Council improve customer service. The council replaced a thick manual with a single, searchable knowledge base.... Staff now get updates faster and can answer questions more easily. Onboarding new employees is quicker. Customer satisfaction and staff engagement have increased. livepro’s search and update features made it the right choice for the council.
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livepro helped Hornsby Shire Council modernize its customer service. The council replaced paper binders with a cloud-based knowledge management system.... Agents now find answers faster and give consistent information. Average handle time dropped from up to ten minutes to under three minutes. Staff training time decreased by two weeks. The solution was easy to use and quick to set up.
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