Case Study: RAA achieves 40% faster speed-to-competency and 22% fewer Help Desk calls with livepro

RAA accelerates speed-to-competency by 40% with livepro

RAA, one of South Australia’s largest insurers serving over 750,000 members, faced inconsistent, hard-to-search knowledge stored in a basic file manager that lacked version control—forcing front-line staff (260 employees) to rely on a busy Help Desk. To improve first call resolution, speed to answer and regulatory compliance, RAA selected livepro’s knowledge management solution (KMS) to modernise its service operations.

livepro implemented a structured KMS and helped RAA review and rewrite processes into best-practice knowledge articles. The result: a 40% faster speed-to-competency for new hires, a 22% reduction in Help Desk calls, a 37% increase in staff saying information is accurate, and 92% agreeing information is easy to find—driving higher staff engagement and improved first-call resolutions.

RAA

Matt Auld

RAA