"We were onboarding lots of customers and could not have dealt with the number of requests without Helpjuice - Daniel Maerz, Project Manager"
KraussMaffei Technologies GmbH is a German plastics and rubber machinery company based in Munich, Germany. The company is one of the world’s leading manufacturers of injection moulding machines, reaction processes and extrusion technology.
KraussMaffei Technologies GmbH needed to find a way to reduce their customer support requests and meetings. To do this, they needed a simple “blog”-engine to provide product updates for their customers. After trying several solutions, such as Document360, Zendesk and Confluence, they decided to go with Helpjuice.
The goal of the knowledge base was to reduce support requests and meetings for their customer support, provide support to their customers all around the world in different timezones and languages 24/7, and to communicate product updates (new features, etc.) with their customers.
Helpjuice has had a dramatic impact on KraussMaffei Technologies GmbH, reducing customer support requests by 25%. This has allowed them to onboard more customers, without having to deal with a huge influx of support requests.
Daniel Maerz explained: “We were onboarding lots of customers and could not have dealt with the number of requests without Helpjuice. Helpjuice has allowed us to provide our customers with the support they need, 24/7 and in different timezones and languages.”