Case Study: Panasonic boosts engagement and retention with Fuse Universal

How Panasonic is powering people engagement with knowledge on demand

Panasonic, a global electronics leader, needed a better way to keep its outsourced European customer care agents engaged, informed, and connected across 24 countries and 23 languages. The company was struggling with knowledge retention, slow ticket resolution, limited cross-border communication, and the challenge of onboarding and supporting agents in a fast-changing product environment.

Fuse Universal implemented its SPARK learning and knowledge platform to provide “learning in the flow of work,” with search-friendly content, social learning, AI translation, and community features. The result was strong measurable impact: 100% of agents logged in on launch day, engagement rose by 33 NPS points in six months, customer satisfaction increased by 15 NPS points, training pass rates improved by 17%, retention rose by 10%, and Panasonic reported full ROI within three months.

Panasonic

Cheryl Ogle

European Customer Care Operations Manager