Case Study: Carnect improves service consistency and reduces handling time with Sabio

Carnect - Customer Case Study

Carnect, a leading international B2B rental car platform, faced challenges with scattered and difficult-to-maintain knowledge sources, which led to inconsistent customer service and inefficiencies, particularly due to high staff turnover. To address this, the company turned to vendor Sabio to centralize its operational knowledge and training processes.

By implementing the Sabio platform and integrating it with their Sematell email response tool, Sabio provided a centralized system for managing knowledge and processes. This solution resulted in improved agent product knowledge, higher quality and more consistent customer responses, a better first resolution rate, and a measurable reduction in the average handling time for both calls and emails.

Carnect

Gabriele Bergunde

Head of Customer Service & Websupport