Case Study: The Straumann Group Decreases Their AHT With Upland Software

Challenge

As a leader in oral health innovation, the Straumann Group serves both practitioners and patients through an expansive catalogue of hundreds of products.

Previously, support agents relied on a laminated 300–400 page catalogue to locate information, slowing response times and risking incomplete service. Straumann Group required a digital solution to empower agents, improve customer experience, and streamline new hire training.

Solution

The Straumann Group implemented Panviva nearly a decade ago to replace paper catalogues with a digital knowledge base.

Panviva’s flowchart-based decision trees help agents ask the right questions and recommend correct products during customer interactions. Panviva also anchors agent onboarding, reducing training times and helping new hires master product distinctions quickly.

Results

• Decreased average handling time to just 3–5 minutes per call.
• Reduced callback rates as agents proactively recommend complete product sets.
• Onboarding/training time dropped from 3–4 weeks to 2 weeks for new agents.
• Panviva became a cornerstone when opening Straumann Group’s Costa Rica facility.

Author: Upland Software
Reviewed by: Rachael Trickey