Introduction

Inetum-Realdolmen, a leading technology services company headquartered in Belgium, was faced with a major challenge: scattered knowledge across various platforms, lack of a centralized knowledge base, and the inefficiency it caused. Seeking a solution to streamline their knowledge management process, they turned to Helpjuice. In this case study, we explore how Helpjuice transformed Inetum-Realdolmen's knowledge management, resulting in cost savings, increased efficiency, and improved collaboration.

The Knowledge Chaos

Like many companies, Inetum-Realdolmen faced the common problem of knowledge being dispersed across multiple platforms, including people's heads, written notes, Word documents, and OneNote files. There was no single source of truth or governance, leading to duplicated information and wasted time searching for relevant knowledge.

Chris Van Loon, Process Manager at Inetum-Realdolmen, recalls the challenges they faced, stating, "Our company's knowledge was everywhere, making it difficult for employees to find what they were looking for. It hindered efficiency and collaboration, and we knew we needed a centralized knowledge location to rule them all."

The Quest for the Right Solution

Determined to find a solution, Inetum-Realdolmen embarked on a thorough evaluation process. They conducted a comprehensive analysis of their knowledge management requirements through stakeholder interviews and identified the struggles faced by different teams. Armed with this knowledge, they compared various tools, including customer portals, SharePoint, and standard solutions, against their requirements.

Helpjuice emerged as the clear winner. It offered a comprehensive set of features that addressed their needs and more. Chris Van Loon explains, "Helpjuice ticked most, if not all, of the boxes on our requirements list. Its ease of management, unlimited user access, intuitive article creation, instant publishing, versioning, and approvals made it the perfect choice for us."

Quantifying the Impact

Although Inetum-Realdolmen had only been using Helpjuice for a couple of days, the projected impact on their metrics was already promising. By shifting left and embracing automation and self-help, they forecasted saving costs equivalent to several full-time employees over the coming months.

Furthermore, the company prepared a handover for one of their teams, documenting and transferring service requests and proactive changes. The results were astounding:

• 76% of work for the team could be shifted left.
• This led to a staggering annual profit of 100k just for these cases.
• Equivalent to 1.67 full-time employees were freed up for participation in more significant projects and personal growth.
• 22% of the work was identified as automatable or accessible for self-help, potentially freeing up another 0.52 full-time employee for further investment in growth.

Impressed by these outcomes, Chris Van Loon emphasizes, "Helpjuice has been a game-changer for our company. It has not only saved us costs but also empowered our employees to contribute to larger projects and expand their skills."

Conclusion: Empowering Knowledge Management and Collaboration

Inetum-Realdolmen's partnership with Helpjuice has revolutionized their knowledge management process, resulting in significant cost savings, increased efficiency, and improved collaboration. The implementation of Helpjuice's centralized knowledge base has provided a single source of truth, eliminating scattered information and duplicated efforts.

By shifting left and leveraging automation and self-help capabilities, Inetum-Realdolmen has projected substantial cost savings equivalent to several full-time employees. The handover process for one team alone freed up 1.67 full-time employees, enabling their involvement in more impactful projects and personal growth.

Furthermore, Helpjuice's user-friendly features, including ease of management, unlimited user access, intuitive article creation, instant publishing, and versioning, have empowered employees across departments to contribute to knowledge sharing and collaboration.

Chris Van Loon, Process Manager at Inetum-Realdolmen, enthuses, "Helpjuice has been a game-changer for our company. It has streamlined our knowledge management process, improved efficiency, and provided a solid foundation for innovation and collaboration among our employees."

With offices spread across the continent and beyond, Helpjuice has bridged the knowledge gap at Inetum-Realdolmen, making knowledge easily accessible and preventing the loss of valuable expertise when subject matter experts leave the company. The centralized knowledge base has fostered a culture of efficiency, employee happiness, and continuous learning.