MAXIMUS drives customer success with Upland Panviva
With Panviva, a single source of truth leads to faster employee onboarding and time-to-competency.
Challenge
Outdated knowledge management.
The in-house knowledge management system at MAXIMUS could not effectively keep up with the large volume of change requests from employees. With Panviva, the customer service staff can handle changes to content on their own without IT support. Now, content is up to date and comes from a single source of truth for all employees.
“Once people learn how to create content and they see the way information is accessed, they’re running with it. They want to do more.” – Sheik Mohamed, Senior Manager, MAXIMUS IT
Solution
Collaboration and streamlined content.
Along with allowing employee content collaboration, MAXIMUS restructured content to provide customer service agents with direct access to specific details in the moment they need it. Panviva helped streamline processes to empower content creation and access.
Results
Freedom to create faster.
The use of Panviva drove several outcomes for MAXIMUS, including:
- Faster employee onboarding and time-to-competency
- Increased employee productivity and freedom
- Universally better customer experience
More resources
Reed In Partnership Revitalises Customer Feedback Loop and Maximises Satisfaction with Rant & Rave
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
Tai Calon Community Housing Achieves 90% Customer Satisfaction with Rant & Rave
See how Tai Calon improved customer satisfaction by addressing financial pressures, resource constraints, and rising expectations through strategic insights and prompt actions.
Football Ballot Scores Big for Small Market Newspaper Group
See how My Horry News scored major revenue and community engagement with their creative football fans’ choice ballot.