Capital City Bank Group reporting has decreased by 20% since making the 'how to' and 'why' information available through Helpjuice.

Quick Overview

Industry: Banking

Location: USA

Team size: 501 - 1000

"Helpjuice allows us to centralize all of our information and job aide 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. - Jennifer Hoffman, Knowledge Manager"


Industry: Banking

Location: USA

Team size: 501 - 1000

Banking

(501 - 1000 people)


What's the purpose/goal of your KB?

The purpose of implementing a knowledge base in our company is to provide associates with a central location to find information, policy and procedures necessary to complete their job with consistency, efficiency and effectiveness. Centralizing corporate knowledge has empowered associates with the knowledge tools necessary to be successful in their daily roles.


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

Centralized intranet, emails, share drives, pdf document storage etc. I have only been with the organization for a short time so further detail on what has been 'tried' in the past is limited.


Why did you decide to use Helpjuice?

In our organization we realized that there were multiple methods being used to communicate policy, procedure and changes to those policy and procedures.  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 let to inefficiencies and a poor experience for our clients.  

Helpjuice allows us to centralize all of our information and job aide 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.

Ultimately, the cost benefit and features available through HelpJuice exceeded other tools we researched.


What's your favorite Helpjuice feature?

I love the organizational features available in Helpjuice, such as tabs and accordions.  This helps arrange information in a usable and visually appealing format.  In addition, the search feature is second to none.  The powerful search tool ensures our users quickly find the information they are looking for so that they can effectively and efficiently complete the tasks associated with their job.


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

Our company has many, many methods of communicating, both within a department as well as cross-department.  Communication and knowledge sharing is an issue with a multi-layer organization.  Our company was looking to centralizing our policy, procedures and information sharing throughout the company footprint. 

Building a knowledge base from the ground up in an extremely tenured workforce became priority as we face attrition with an aging workforce facing retirement.  If we don't capture the knowledge now we run the risk of losing it all together as folks seek retirement and the new generation is hired.  It is imperative for our business to increase the knowledge sharing to ensure effective and accurate processes going forward. 



What kind of an impact has Helpjuice had?

Errors on certain reporting has decreased by 20% since making the 'how to' and  'why' information available through the tool. 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'.



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