Case Study: NextCare achieves faster call handling and first-call resolution with Panviva

NextCare Shows How Panviva Handles It

NextCare, one of the nation’s largest urgent care and occupational medical services providers, needed a faster, more reliable way to support its expanding clinic network and high-volume call center. Its old knowledge base was slow and cumbersome, making it difficult for agents to find answers quickly, resolve issues on the first call, keep information current, and avoid errors from relying on memory. NextCare turned to Panviva for a more efficient knowledge management solution.

With Panviva’s service platform, NextCare gave agents fast access to up-to-date information, simpler content authoring, and easier onboarding for new hires. The results included a 15-second reduction in average call handling time, stronger first-call resolution, improved accuracy, faster training, and higher agent morale. Panviva also helped staff update content in seconds instead of minutes, enabling quick response to changes in clinic information and procedures.

NextCare

Stephanie Swinbourne

Director, Customer Service Center