How Carle Transformed Employee Benefits with Helpjuice

Carle is a healthcare provider and health system based in Urbana, Illinois. With 10,000+ employees, Carle was looking for an effective way to provide self-service for their employees on all benefits, including how best to use their insurance. To achieve this, they needed a knowledge base that was easily searchable and customizable. After evaluating a few solutions, they decided to go with Helpjuice.

The Challenge: 800 - 1000 Email Enquiries Per Month

Before implementing Helpjuice, Carle’s HR contact team received between 800 - 1000 email enquiries each month, and the information and benefits around insurance was too extensive to browse. To reduce the load, Senior Product Manager Jeff Carroll was tasked with finding a solution that would help their employees find the answers they needed quickly and easily.

The Solution: Helpjuice

Jeff decided to go with Helpjuice for their customization ability, support for SSO through Microsoft Active Directory, and unlimited readers on their top plan. Jeff said, “We chose Helpjuice for their customization ability, support for SSO through Microsoft Active Directory, and unlimited readers on their top plan.”

The Results: 2000 Onboarded Users & 400 Email Deflections

After implementing Helpjuice, Carle was able to onboard 2000 users and saw 400 deflections from support emails in the first month of usage. Jeff's favorite Helpjuice feature is the ability to customize pages extensively with HTML and CSS. He said, “I love that Helpjuice allows all the pages to be customized extensively with HTML and CSS. It allows tremendous flexibility.”

The Productivity Benefits of Helpjuice

Helpjuice has enabled Carle to provide self-service for their 10K+ employees on all benefits, including how best to use their insurance as part of their integrated health system. The goal of the knowledge base was to provide a detailed knowledge base with an easy method for searching, and the implementation of Helpjuice has been a great success.

By using Helpjuice, Carle has been able to reduce the load on their HR contact team by 400 email enquiries each month, and onboard 2000 users in the first month. This has enabled Carle to provide a much more efficient and effective service to their employees, resulting in improved productivity and a better overall customer experience.

Conclusion

By implementing Helpjuice, Carle has been able to provide self-service for their 10K+ employees on all benefits, including how best to use their insurance as part of their integrated health system. In the first month of usage, Carle onboarded 2000 users and saw 400 deflections from support emails. Jeff Carroll, Senior Product Manager at Carle, said “I love that Helpjuice allows all the pages to be customized extensively with HTML and CSS. It allows tremendous flexibility.” Helpjuice has enabled Carle to provide a much more efficient and effective service to their employees, resulting in improved productivity and a better overall customer experience.