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

BGV - Customer Case Study

BGV, the Badische Versicherungen insurance group, needed a better way to support customer service across a wide range of policy and claims questions. Its employees were struggling with scattered information, multiple documents, and knowledge silos between departments, making it hard for both field staff and home-office teams to access the right information quickly. BGV worked with Serviceware and its Knowledge solution to centralize and structure the information needed for reliable customer support.

With Serviceware Knowledge, BGV’s customer service team now accesses up-to-date answers quickly and consistently, with 65 employees handling most phone requests without involving other departments. The solution is also used by sales reps and claims adjusters via an app, supporting remote work and mobile access, while ten editors keep content current across departments. The result is an 85% case closure rate, faster responses, and more uniform service across the company, with BGV also expanding knowledge sharing into additional operational areas.

BGV

Anja Bischof

Knowledge Management