PetSure Knowledge Management System Case Study

This case study outlines the implementation of a new Knowledge Management System at PetSure, aimed at reducing Average Handling Time (AHT) and improving knowledge accessibility for agents. The document details the challenges faced by PetSure with their previous knowledge base, which was described as basic and unstructured, leading to dissatisfaction among agents and customers. A survey revealed that agents found the content outdated and difficult to trust, resulting in reliance on Subject Matter Experts for information. The objectives included reducing AHT by 30 seconds, enhancing the ease of finding knowledge, and ensuring consistent information delivery. Following the implementation of the new system, a subsequent survey indicated significant improvements in agent confidence and trust in the knowledge provided. The outcomes included a 30-second reduction in AHT, high engagement with the new system, and a streamlined process for updating knowledge based on user feedback. The case study highlights the successful partnership between PetSure and livepro in achieving these objectives.