Corporate PETSURE CASE STUDY Petsure Achieves Business Case in less than 4 Months The Challenge The previous knowledge base used by PetSure was very basic, “It was just lists of information with no proper structure. There was no version control so agents could be referencing old work instructions, thus generating dissatisfaction from customers. You could search but it wasn’t really that user-friendly” said Heather Svendsen – Head of Customer Experience & Digital at PetSure. PetSure conducted a survey to determine how their agents felt about their previous knowledge base and to determine what they needed, the results indicated that agents: • Believed the content was outdated • Didn’t trust the knowledge and • Thought that it was too hard to find the right information The unreli

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