Auger reduced their support requests by 80% and time to locate information on Knowledge Base is 500x quicker for the user thanks to Helpjuice

Quick Overview

Industry: Insurance

Location: United Kingdom

Team size: 11 - 51

"The time to support new starters through onboarding and their first few weeks has reduced by 25%. - Neil Wilks, Head of Technology"


Industry: Insurance

Location: United Kingdom

Team size: 11 - 51

Insurance

(11 - 51 people)


What's the purpose/goal of your KB?

We're looking to consolidate where we store all our 'knowledge' to one centralized location. Too often users know that a process map or procedure exists but they don't know where to find it, let alone whether it is an up-to-date version or not. The KB had to make locating information quick and easy, as a growing business we have a constant stream of new starters and want to support them without significantly increasing our headcount in our business support or senior management team. 

60-70% of our workforce are field engineers who operate their entire working life from a mobile device. Many of our existing documents are not mobile-friendly and are challenging to view on a relatively small screen, we want a solution that enables people to view content in a responsive and dynamic format.


What solutions did you approach before you decided to go with Helpjuice?

We also looked at Document 360 and Guru. The latter was not viable from a cost perspective and the former lacked the ease of use from a functionality perspective that we were looking for - particularly when it came to creating new documents.


Why did you decide to use Helpjuice?

Helpjuice provided great value alongside first-class functionality. Their value proposition for businesses with large numbers of users was a significant factor in our decision. 

However, the product had to be quick and easy to use and we found it to be significantly better than the competition.  The ease with which you can import existing documents and convert them into knowledge articles was far superior to other products we tried. 

The glossary feature has been a great help, particularly for new users who often hear acronyms and abbreviations but don't want to ask what they mean. 


What's your favorite Helpjuice feature?

Unlike Document 360 I love that with Helpjuice I can easily import and edit existing articles and easily format them in an engaging and presentable manner.


What problem are/were you looking to solve with Helpjuice?

We were receiving support requests by multiple channels from employees that were easy to solve and could be managed by self-service. Unfortunately without an adequate system, they were bouncing around multiple departments and personnel before being resolved by Phone/Email/Teams.

10% of these requests were received outside of working hours which caused disruption to team members during downtime and often led to someone who did not fully understand the processes trying to resolve the issue which could cause further issues down the line.

Within the business, we have multiple repositories for files which complicates locating files but also managing version control and access which is essential for our complying with our ISO Accreditations.



What kind of an impact has Helpjuice had?

We've reduced out-of-hours support requests by 80%. The time to support new starters through onboarding and their first few weeks has reduced by 25%. The time taken to locate information on the knowledgebase is 500% quicker for the user than it was previously.



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