Case Study: Lockyer Valley Regional Council (LVRC) doubles staff engagement and efficiency with livepro

Lockyer Valley Regional Council doubles staff engagement and efficiency

Lockyer Valley Regional Council (LVRC) faced a mission-critical challenge: its legacy knowledge management system was unintuitive, hard to update and required extensive one-on-one training, leading to long customer calls, low satisfaction and poor cross-department access. To address this, LVRC chose livepro’s modern knowledge management platform as an easy-to-use, easy-to-update single source of truth.

livepro implemented a user-friendly KMS with powerful search and simple update workflows, enabling agents and other staff to find and share consistent answers quickly. As a result, staff engagement and efficiency doubled, Average Handling Time dropped by 7 minutes, initial training time decreased by half, the system logged 4,868 accesses and high engagement was achieved within two weeks — reducing costs and improving both customer and employee satisfaction.

Lockyer Valley Regional Council (LVRC)

Wendy Scott

Customer Service Co-ordinator