Case Study: RemServ halves classroom induction training and boosts NPS by 10 points with livepro

RemServ cuts classroom induction training in half with ultra-intuitive Knowledge Management System

Remserv, a Queensland workplace benefits provider, was hampered by an outdated spreadsheet-based knowledge approach that lacked search and made it difficult for customer service staff to find answers and train new hires. To address this, Remserv engaged livepro to deploy a modern Knowledge Management System tailored to its products, compliance needs and organizational structure.

livepro implemented a customized Knowledge Management System that improved searchability, information segmentation and publisher ease-of-use, enabling faster on-the-job learning. As a result, Remserv’s Net Promoter Score rose from 52 to 62, classroom induction time was cut by 5 days (from 10 to 5), the system saw 4,868 accesses and high engagement within two weeks, improving both customer satisfaction and employee onboarding efficiency.

Remserv

Casey Lees

Quality, Improvement & Assist Team