Case Study: Telstra improves agent confidence and operational efficiency with Panviva

Telstra - Customer Case Study

Telstra, Australia’s largest telecommunications company, needed to launch a new phone-based account management operation for high net worth small and medium-sized business customers. Its existing training and reference materials were not aligned with the new workflows, leaving agents without the right information and affecting confidence, competency, and operational efficiency. Panviva provided the knowledge management and content platform used to support this new operation.

Panviva implemented a knowledge repository with documented workflows, relevant links to other knowledge sources, and easy-to-update content for Telstra’s 50 agents. The solution helped Telstra move from a triage environment to a more structured operating model, improved agent access to information, supported change management, and reduced operational compliance risk. As a result, agents no longer had to hunt for information, and Telstra reported faster updates, better competence, and improved customer outcomes.

Telstra

Steve McCormack

Business Project Manager