Case Study: Avant Mutual achieves onboarding slashed from 3 months to 2 weeks with livepro

Avant Mutual's onboarding time slashed from three months to two weeks with livepro

Avant Mutual, Australia’s leading medical defence organisation and medical indemnity insurer, faced inconsistent answers, long average handling times and very slow new-hire onboarding because it had no centralised knowledge base. To provide accurate, consistent responses quickly and reduce reliance on colleague “ask your neighbour” behavior, Avant Mutual selected livepro as its knowledge management solution.

livepro consolidated Avant Mutual’s information into a single knowledge base and introduced the Compass question-and-answer tool to guide staff to the right outcome. After a pilot the platform was rolled out to all Member Services staff and drove measurable improvements: onboarding cut from 3 months to 2 weeks and speed to competency from 12 months to under 1 month; AHT down 20%; transfers down 33%; wrap-up time reduced by 10 minutes (17 → 7); FCR up from 50% to 67%; customer satisfaction +5%; employee satisfaction +13%; and unhappy member retention rose from 40% to 70%.

Avant Mutual

Andrea Pepper-Edwards

Change Specialist