Taylor Burriesci’s Journey to Simplifying IT Helpdesk Training with Helpjuice

As the IT Helpdesk Supervisor at Asbury Automotive Group, Taylor Burriesci was constantly looking for ways to simplify and streamline the technician training process. Taylor and his team were struggling to keep their technician training up to date and to bridge the knowledge gaps between each technician. Taylor was looking for an easy-to-use and affordable knowledge base (KB) solution that could help bridge these gaps. After trying out solutions like Solarwinds Service Desk, Microsoft SharePoint, and Microsoft OneNote, Taylor was introduced to Helpjuice and decided to give it a try.

The Challenge: Simplifying Technician Training and Bridging Knowledge Gaps

Asbury Automotive Group is the fifth largest automobile retailer in the United States. With over 70,000 employees and over 100 dealerships across the country, training their technicians to use the latest technology and equipment can be a daunting task. Taylor and his team were struggling to keep their technician training up to date and to bridge the knowledge gaps between each technician. “We were struggling to find a way to keep our technicians up to date on the latest technology and equipment,” said Taylor. “We needed a solution that would help us bridge the knowledge gaps between each technician and make it easier for us to track their progress.”

The Solution: Helpjuice Knowledge Base

Taylor and his team decided to give Helpjuice a try. Helpjuice is an affordable and easy-to-use knowledge base solution that can be used to create, manage, and track technician training. With Helpjuice, Taylor and his team were able to create an easily searchable knowledge base that their technicians could refer to while they were in the field. “Helpjuice was the best product for the price in the market,” said Taylor. “When you compare the Helpjuice unlimited plan with other companies, there's no question that Helpjuice is the best value.” Helpjuice also has a built-in analytics feature that allowed Taylor and his team to track the progress of each technician. With Helpjuice Analytics, they were able to track which KBs each technician had read and which ones they hadn't. This allowed them to quickly identify any knowledge gaps and assign the appropriate KBs to each technician.

The Results: Streamlined Technician Training and Easily Searchable Knowledge Base

With Helpjuice, Taylor and his team were able to streamline their technician training process and bridge the knowledge gaps between each technician. They have an easily searchable knowledge base that they can refer to while they are in the field. Helpjuice has also allowed them to cut down new technician training hours by half. “Helpjuice has made my job easier,” said Taylor. “I can easily see the analytics of what KBs are being searched and read by each technician. It’s great to be able to track our technician training progress and to identify any knowledge gaps.”

Conclusion: Helpjuice Transforms Technician Training at Asbury Automotive Group

Helpjuice has transformed the technician training process at Asbury Automotive Group. With Helpjuice, they have been able to streamline their technician training process and create an easily searchable knowledge base that their technicians can refer to while they are in the field. Helpjuice has also allowed them to cut down new technician training hours by half. “Helpjuice is a great product for the price,” said Taylor. “It has allowed us to bridge the knowledge gaps between each technician and to track their progress. It has made my job easier and I would highly recommend it.”