Case Study: North American Auto Group boosts first-call resolution with Panviva

North American Auto Group Solving the Challenge of Increasingly Complex Volumes of Information

North American Auto Group, one of the largest independently owned auto clubs in the United States, needed a better way to manage increasingly complex and constantly changing information across more than 150 phone numbers and multiple assistance programs. As call volumes grew, agents struggled to find answers quickly, average handling times rose, and the organization wanted to improve customer satisfaction, simplify training, and reduce operational costs. Panviva was chosen to help centralize knowledge and support agents in the call center.

Panviva implemented its Support Point knowledge management system, giving North American Auto Group a single searchable knowledge base, easy WYSIWYG authoring, and instant updates from authors to agents. The results included a 20% increase in First Call Resolution, a 25% reduction in Average Handling Time, and a 40% decrease in agent failure during training. Panviva also helped lower operational costs, simplify training, improve call quality, and boost agent confidence.