livepro was the perfect answer, equipping RAA with the capabilities to modernise member service for both members and staff. RAA quickly began livepro implementation, reviewing and rewriting all its processes and knowledge to ensure the new system contained nothing but best practices.
This improved staff engagement is translating directly into a better member experience, and RAA is seeing a significant increase in first call resolutions.
The ease with which front-line staff can find information in livepro has led to a 22% drop in calls to the Help Desk, as well as a 40% increase in speed-to-competency for new hires. 68% of our front-line staff either agree or strongly agree that they are calling their internal help desk less regularly. Additionally, when travel was disrupted because of the COVID 19 pandemic, livepro’s usability enabled RAA to up skill travel agents into road service and Insurance specialists in a matter of weeks.