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IT Services Firm Leverages Knowledge Base For Collaboration (instead of Google Drive/Sharepoint)

Quick Overview

Industry: IT Services
Location: Maryland, USA
Team Size: 11-50

"Helpjuice is a "diamond in the rough" for us, and has helped us streamline technical product documentation for our internal employees and our clients." – Patrick B, Project Manager

Industry: IT Services
Location: Maryland, USA
Team Size: 11-50

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

My organization has been using Google Drive to store/organize/manage our entire knowledge base, from client contracts to internal documentation to external training documentation, the works. Our clients desperately needed updated documentation that they could access without a library of Drive links, and our internal employees also needed the ability to access specifications / functional documentation without digging through countless folders and documents. So we set to work trying to find a KMS to satisfy our needs.


What's the purpose / goal of your KB?

With our knowledge base, we were looking to streamline technical product documentation for our internal employees and our clients.


Why did you decide to use Helpjuice?

Helpjuice appeared as a "diamond in the rough" for us. We had very specific, very simple needs that could easily be met by any number of robust, feature-heavy, enterprise-level KMS's, but it was all too much. While we were gathering requirements for our own knowledge base, despite how expensive and rich with features the other options were, in the end it was Helpjuice alone that not only met all of our requirements, but also provided us with a few new ideas to consider for making our knowledge base as successful as possible. Just like with Google Drive, the frills and the extra functionality ultimately spelled a more complicated, less helpful system. Helpjuice gave us everything we needed and the team personally helped us get our ball rolling.


What solutions did you approach/try, before deciding to go with Helpjuice?

We have used and still use Google Drive for some functions, but during our investigations into other knowledge bases, we reached out to RightAnswers (one of the heaviest out there) and received nothing but a sales pitch for a system that never would have suited our needs. We then considered KPS (www.kpsol.com) and quickly realized that they were catering to organizations quite unlike ours. We had looked into a few others, but didn't even consider them as the feature set was either wildly lacking or wholly incompatible with our organization.


What kind of an impact has Helpjuice had on your company?

We have never had process and procedure more at the forefront of everyone's minds on a regular basis. We are constantly reminded to ensure we consider the documentation; we are revising our entire business model to construct a more client-facing / customer-oriented perspective, and Helpjuice is on the front-lines of that initiative. We are looking for it to be a transformative aspect of our organization.


What's your favorite Helpjuice feature?

The simplicity of the permissions. Honestly, it seems like such a small thing, but being able to quickly and easily manage permissions for entire categories or individual articles is supremely helpful. That, and the article templates. 


 

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