Capital City Bank Empowers Associates with Helpjuice Knowledge Base

Capital City Bank, a financial services company based in Florida, was looking for a way to centralize their policy, procedures, and information sharing throughout their company footprint. With an aging workforce facing retirement, the company needed to capture their knowledge before it was lost. After researching various solutions, they decided to go with Helpjuice to build a knowledge base from the ground up.

The Challenge: Centralizing Corporate Knowledge

“We realized that there were multiple methods being used to communicate policy, procedure and changes to that policy and procedures,” said Jennifer Hoffman, Knowledge Manager at Capital City Bank. “Employees expressed issues with 'not know where to look' for the information they needed to answer client questions and/or complete the tasks associated with their job. This led to inefficiencies and a poor experience for our clients.”

The Solution: Helpjuice Knowledge Base

Capital City Bank chose Helpjuice to centralize all of its information and job aid resources. “The search feature is so powerful that our associates are often able to find the content they are looking for before they even finish typing the search term,” said Hoffman. “The cost-benefit and features available through HelpJuice exceeded other tools we researched.”

The Results: Improved Efficiency and Empowered Associates

Since implementing Helpjuice, Capital City Bank has seen a decrease in errors on certain reporting by 20%. Client surveys report that associates are spending less time searching for information, which means they have more time to complete tasks. Although not quantified, it is reported that the “ease of finding information has promoted a more effective and empowered workforce.”

The Benefits: Organizational Features and Powerful Search Tool

Hoffman loves the organizational features available in Helpjuice, such as tabs and accordions. “This helps arrange information in a usable and visually appealing format,” she said. “In addition, the search feature is"