Case Study: PetSure reduces AHT and boosts knowledge access with livepro

PetSure cuts AHT by 30 seconds in under 4 months with livepro

PetSure, an insurance provider, faced significant challenges with its outdated and unreliable knowledge management system. Agents did not trust the content, found it difficult to locate correct information, and were forced to rely heavily on a few internal subject matter experts, which hampered efficiency. This led PetSure to seek a new solution from vendor livepro to streamline knowledge access and ensure consistency.

By implementing livepro's knowledge management system, PetSure empowered its agents with a trusted and easy-to-search resource. The results were substantial, including a 30-second reduction in average handle time (AHT) achieved in under four months. livepro also facilitated over 4,800 knowledge accesses in the first two weeks and enabled agents to work confidently without constant escalation, significantly improving operational efficiency.

PetSure