Case Study: TSA Group achieves 95%+ utilization across channels with livepro

TSA Group boosts KMS utilization above 95% with livepro

TSA Group, a prominent Australian call center outsourcing provider, faced challenges with an inefficient knowledge management strategy. Their reliance on SharePoint resulted in inconsistencies, poor search functionality, and a lack of scalability, which hindered productivity across multiple client business lines. Seeking to streamline processes, they partnered with livepro for a purpose-built knowledge management solution.

By implementing the livepro knowledge management system, TSA Group created a single source of truth. The results were impressive, including a utilization rate above 95% across all channels. livepro helped achieve a 21% reduction in average handle time, drastically cut the time and number of clicks to find knowledge, and led to 98% of staff feeling the system made their job easier.

TSA Group