Case Study: Liverpool City Council achieves 84% faster onboarding and improved customer service with livepro

Liverpool City Council empowers customer service team with a single, searchable source of truth

Liverpool City Council, serving a population of more than 200,000, struggled with a cumbersome, hard-to-update physical manual and an isolated customer service workspace that left staff without timely information and extended onboarding times up to 26 weeks. After evaluating vendors, the Council chose livepro’s knowledge management solution to create a single, searchable source of truth that would be easy to update and improve first-call resolution, employee engagement, and onboarding.

livepro implemented a modern, searchable knowledge base that staff can update quickly and access anywhere, including at a mobile Mayoral office. The result: onboarding time dropped from 26 weeks to 4 weeks (an 84% reduction), 4,868 knowledge accesses in two weeks, increased staff engagement and faster, more consistent customer service, with plans to roll the system out more broadly across citizen-facing centres.

Liverpool City Council

Anna Rizos

Manager of Customer Experience