Case Study: Avant achieves fewer escalations and support tickets with Higher Logic Vanilla

How Avant Credit Deflected Thousands of Support Tickets and Improved Their Support

Avant, an online personal loan lender, was struggling with inconsistent FAQs and scripted responses spread across shared Google Docs, which led to versioning issues, mixed messaging, and difficulty managing dynamic updates and regulatory tracking. To solve this, Avant adopted Higher Logic Vanilla (Vanilla Forums) as a single, centrally controlled source for policies, procedures, and internal Q&A.

Higher Logic Vanilla implemented a consolidated Vanilla Forums community that made it easy to announce changes, track revisions, and give the global team company‑wide access to up‑to‑date information. As a result, Avant reported reduced call escalations and thousands fewer support tickets to their ops team, improved first‑call resolution, more self‑sufficient specialists, and a likely positive impact on NPS and customer service reviews.

Avant

Loren Andersen

Director of Training & QA