Case Study: BGV achieves an 85% case closure rate with Serviceware Knowledge

BGV achieves 85% case closure rate with Serviceware

BGV, an insurance group in Germany, faced a challenge with information being scattered across various documents and sources, creating knowledge silos between departments. This lack of centralized, easily accessible information made it difficult for their 65 customer service employees to efficiently and reliably address customer inquiries. To solve this, BGV implemented the Serviceware Knowledge solution from vendor Serviceware.

By deploying Serviceware Knowledge, BGV created a centralized database that employees access 30-40 times per day for immediate answers. This solution enabled an 85% case closure rate without needing to involve other departments, ensuring rapid and consistent customer replies. The vendor Serviceware also provided an app for field staff, and the system proved essential for supporting remote work, optimizing processes across the entire company.

BGV