Avant Mutual Case Study on Knowledge Management

This case study details the implementation of livepro, a knowledge management solution, by Avant Mutual, a leading medical defence organization in Australia. The objective was to enhance the efficiency of their Member Services line, where staff needed to provide accurate and consistent answers to inquiries. Prior to livepro, the organization faced challenges due to the lack of a centralized knowledge base, leading to long average handling times and difficulties in training new employees. The introduction of livepro allowed Avant to consolidate information and empower staff to self-service, significantly improving performance metrics. The results included a 20% reduction in average handling time, a 5% increase in customer satisfaction, and a 13% rise in employee satisfaction. Moreover, onboarding time was reduced from three months to just two weeks, and the speed to competency for new hires improved dramatically. The case study highlights the transformative impact of livepro on Avant's operations and employee performance.