RemServ cuts classroom induction training in half with ultra-intuitive Knowledge Management System

livepro worked with RemServ to deploy a Knowledge Management System that was tailored to the company’s specific requirements, ensuring it complied with industry regulations and that information segmentation aligned with RemServ’s organizational structure. Casey Lees, from the Quality, Improvement & Assist team at RemServ, comments “It was such a relief to work with a company that would listen and learn about our unique product, rather than dictate what they think we need.”

With livepro in place, agents can now easily search for resources and rapidly answer client questions. As a result, RemServ has seen a marked improvement in both employee engagement and customer satisfaction, with Net Promotor Score (NPS) increasing from 52 to 62. What’s more, livepro has made onboarding and upskilling staff significantly faster and more cost-effective. In the past, new hires required 10 days of classroom training to achieve basic competency – but now, after just 5 days in the classroom, agents can get straight to work and learn on-the-job.

Casey Lees concludes: “livepro is super supportive, and they also really value our feedback, reaching out to us to do some testing and provide our thoughts and opinions on future enhancements of the system. It’s made us feel like a truly valued customer.”