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Outdated knowledge management.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
Global Media Organization Turns to Upland’s RightAnswers for Ultimate Contact Center Transformation
Taking an organization from local to global requires an elevated approach to knowledge management. For this organization, RightAnswers is the solution.
Insurance broker advances operations and expands to digital communications with OL Connect
This active insurance company needed a solution to integrate with their existing ERP system to boost print operations, enhance document design, and provide multi-channel communications to customers.
Commercial bank uses OL Connect to streamline workflows and enrich customer communications
This busy financial firm needed a solution to integrate with their current systems to enhance productivity and client correspondence while adhering to strict compliance regulations.