Automotive sees more than 50% reduction in answering questions thanks to Helpjuice

Quick Overview

Industry: Financial Services

Location: USA

Team size: 51 - 200

"Helpjuice has helped us to free up significant hours of leadership time by providing easy access to everyday production questions. It has also given us access to unsolicited feedback for our training programs. - Bob Budiongan, Director of Talent and Organizational Development "


Industry: Financial Services

Location: USA

Team size: 51 - 200

Financial Services

(51 - 200 people)


What's the purpose/goal of your KB?

To allow team members to be more self-sufficient and therefore more productive, which results in overall productivity improvement.


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

We were using our LMS resource library to store job aids, videos, etc., and we are now moving our content to our Helpjuice environment. We also dabbled with the idea of using a knowledge database and a BOT in MSTeams; however, that process was not as efficient.


Why did you decide to use Helpjuice?

I found the tool to be very easy to use, very intuitive. We have decided to stay with the tool because of team member adoption. Our process to identify and add new contact is extremely efficient because Helpjuice is so damn easy to use.


What's your favorite Helpjuice feature?

Too many to mention; however, I believe that the strategy to chunk our learning assets into small bite-sized chunks and then leverage Helpjuice's related articles and linking to allow team members to navigate, drill, and mine more information to provide them the answers when and where they need it most.


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

- To reduce the number of hours (100s of hours) of lost productivity of team members seeking answers and of those who were stopping work to answer the questions.

- To provide quick access to help as we transitioned to a work from home environment as a result of COVID-19.



What kind of an impact has Helpjuice had?

My department has realized a more than 50% (a conservative number) reduction in questions. We have also seen team members become more self-sufficient in half the time it took prior to our Helpjuice deployment: which is even more compelling given our 100% remote instruction of roles that require a significant amount of hands-on practice.

Helpjuice has helped us to free up significant hours of leadership time by providing easy access to everyday production questions. It has also given us access to unsolicited feedback for our training programs. We review the questions that are asked of our FAQ site and use the metrics provided in the reporting to help us determine where we may need to improve what or how we cover content in our onboarding process. While I do not have hard data to quantify the value, for those of you reading this, I imagine you can visualize what value a similar process would bring to your organization.



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