Park National Bank Case Study
Park National Bank chose Panviva to establish a single, reliable source of truth for its customer care associates, and the platform provided a robust framework to centralize, standardize, and manage the bank’s vast repository of procedural knowledge, delivering immediate value through its powerful features.
• Centralized knowledge hub: Panviva replaced the unruly shared drive with a structured, accessible platform, making it significantly easier for associates to find accurate, up-to-date information within
their workflow.
• Real-time guidance and updates: The platform’s news and events section keep associates informed of critical updates instantly, while Panviva’s guide on the side delivers step-by-step guidance for complex call types in real time.
• Robust search functionality: Advanced search capabilities allow agents to locate specific information quickly, helping reduce call handle times and supporting higher first contact resolution (FCR) rates.
• Streamlined training and onboarding: Park relies on Panviva as the backbone of its training and onboarding experience, helping associates learn and apply the same guided, compliant knowledge from day one. Panviva’s self-guided online learning center helps onboard new hires
faster and supports continuous learning for all associates.
Download this case study to learn more
