How a global travel company improved customer experience

This case study examines how a global travel company enhanced customer experience and agent productivity using Upland Panviva's knowledge management solution. The company struggled with inconsistent information across channels, risking customer dissatisfaction.

Key outcomes included:

· Unified knowledge base for consistent experiences
· 22% reduction in Average Handle Time
· 33% reduction in agent training time
· 2-month acceleration in agent competency
· Enhanced compliance with global regulations

Panviva created a single source of truth, streamlining information across web, virtual agents, and contact centers, improving trust, reducing costs, and strengthening reputation.

Vendor:: RightAnswers by Upland
Posted:: Feb 27, 2025
Published:: Feb 27, 2025
Format:: PDF
Type:: Case Study

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