Case Study: PetSure achieves 30-second AHT reduction and business case in under 4 months with livepro

PetSure achieves business case in less than 4 months

PetSure, an Australian pet insurance provider, was struggling with a basic, unstructured knowledge base that lacked version control, reporting and trust — agents found outdated information, relied on colleagues and subject-matter experts, and couldn’t easily find answers. PetSure engaged livepro to deliver a modern Knowledge Management System aimed at reducing AHT, improving findability, ensuring consistency and enabling feedback-driven content updates.

livepro implemented its knowledge management solution with structured, searchable articles, version control, feedback workflows and reporting. Within two weeks PetSure logged 4,868 article accesses, achieved a 30‑second AHT reduction for existing agents (meeting the business case in under four months), sustained high engagement with ~145 daily users and actioned over 680 feedback items in eight months — restoring agent confidence and cutting SME dependency.

PetSure

Heather Svendsen

Head of Customer Experience & Digital