How Superior Integrated Solutions Increased Onboarding Production by 30% with Helpjuice Knowledge Base

Michael Gabriele, COO of Superior Integrated Solutions (SIS), was looking for a solution to the company’s 8,000 support cases per month and 300+ cases a day. With a support staff of 22 employees, he was looking for a way to increase ramp up time for new hires, especially with the hiring of 8 new people in the past 90 days. After trying SugarCRM KB, Microsoft Sharepoint, and ZenDesk, he decided to go with Helpjuice and has seen a 30% increase in onboarding production.

The Problem: 8,000 Support Cases per Month and 300+ Cases a Day

With 22 support staff members and 8,000 support cases per month and 300+ cases a day, SIS was having a difficult time onboarding new hires and staying on top of customer support. Michael Gabriele, COO of SIS, was looking for a solution that would increase onboarding production and help new hires learn and grow quickly to become more productive.

The Solution: Helpjuice Knowledge Base

Helpjuice was the perfect solution for SIS. Michael Gabriele was drawn to Helpjuice because of the “Chrome plugins as well as Microsoft Teams, the ability to search Helpjuice with Chrome extension, teams, makes it easier and more efficient for us.” Helpjuice’s knowledge base allowed SIS to create a clean and effective process for onboarding new employees.

The Results: 30% Increase in Onboarding Production

Since introducing Helpjuice, SIS has seen a 30% increase in onboarding production. Onboarding used to take roughly 90 days to get someone at a basic level, but now SIS is able to onboard new hires in a fraction of the time. Michael Gabriele states, “The onboarding process used to take up other employees’ time, but now new hires are required to search Helpjuice first and learn on their own.”

The Benefits: Streamlined Onboarding Process and Increased Productivity

The introduction of Helpjuice’s knowledge base has improved SIS’s onboarding process. New hires are able to quickly and efficiently learn the basics of the company and become productive at a much faster rate. This has resulted in a 30% increase in onboarding production, which has allowed SIS to hire 8 new employees and increase overall productivity.

The Bottom Line: Helpjuice Improves Onboarding Process and Increases Productivity

Helpjuice has allowed SIS to streamline their onboarding process and increase production by 30%. Michael Gabriele, COO of SIS, believes that “Helpjuice’s Knowledge Base has improved the onboarding process and allowed new hires to quickly and efficiently learn the basics of the company and become productive at a much faster rate.” With Helpjuice, SIS has been able to hire 8 new employees and increase overall productivity.