Customer Success - Audatex

Supporting best practices and change management initiatives with Knova KM software and services

Supporting best practices and change management initiatives with Knova KM software and services

Audatex is the world leader in database development and implementation of software and services for the automobile and insurance claims processing industry. They provide solutions for insurers; access to claim and repair information for consumers; estimating systems for repair facilities; and more.

Audatex

Quick Facts

  • World Leader in database development and implementation of software and services

INDUSTRIES

Information Systems

EMPLOYEES

2000+

HEADQUARTERS

San Diego, CA

SOLUTIONS 

KNOVA

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CHALLENGE

The company determined that their efforts to provide superior customer service were being hampered by the shortcomings in their existing knowledge management (KM) systems and structure.They were dependent on homegrown systems that were not upgradeable and beginning to show their age and lacked reporting.The Existing solution did not support Knowledge-Centered Support (KCS) principles.

SOLUTION

Audatex surveyed the market and selected Knova as their KM platform because of its KCS verification, powerful search engine, and excellent reporting capabilities.

RESULT

  • Measurable reduction in call handling time
  • More issues resolved on the first call
  • Structure for maintaining effective knowledge management as a company asset
  • Reduced new agent time-to-proficiency