How Helpjuice helped Collins Community Credit Union to speed up publishing process and save money

Quick Overview

Industry: Banking

Location: USA

Team size: 201 - 500

"The content management system we created using Helpjuice also allows us to be more effective under the “quality management” initiatives we started about 18 months ago. - Richard Thompson, Sr Project Manager"

Industry: Banking

Location: USA

Team size: 201 - 500


(201 - 500 people)

What's the purpose/goal of your KB?

Before onboarding with Helpjuice we had documented procedures but it was problematic.  Formatting was inconsistent and often did not meet best practices.  Procedure approvals were not consistent.  Procedures were not being managed and outdated materials were in circulation.  Finding procedures were difficult – posted in multiple locations.  It was often difficult to discern if the procedures listed were current or archives.

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

We had started the development of using a central shared file location and having all users place their current procedures there.  Afterwards we started developing Word document pdfs using table of content to help navigate.  We created a Word document template and encouraged its use for new procedures.  This approach was fairly successful but with the volume of procedures we have was difficult to sustain and manage using this approach.  We knew there had to be a better way.  The Helpjuice way.

Why did you decide to use Helpjuice?

Helpjuice was a fairly easy selection.  Helpjuice was one of four vendors we reviewed.  The functionality met our selection criteria.  The ability to quickly render material met our selection criteria.  The analytics page was a bonus.  The draft and publishing process met our selection criteria.  The affordability met our selection criteria.  The “search engine” and “similar content” features met our selection criteria.  And what pushed Helpjuice over the top was the “free support.”  We have leaned on Helpjuice many times to load “hundreds” of procedures which they did in an agreeable timeframe “at no extra charge.”  Helpjuice received the highest score making our selection fairly easy.  We have not been disappointed – the customer support is fantastic.

What's your favorite Helpjuice feature?

The search feature is my favorite feature.  We created categories and sub categories and grouped material like you would expect to see in a traditional library, however I rarely look for material in Helpjuice that way.  I typically go to the search, type in what I’m looking for, apply the filter when I want to narrow my results, hit submit and enjoy.  We did learn that to get the most from this search engine – apply key words.  It is now a “best practice” for us when we publish content.

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

Primarily we needed a one stop shop for all of our procedures.  We were going through a significant reengineering effort – and still are – and needed a knowledge management library that would house all of our knowledge management requirements.  The solution needed to have an intuitive user interface, house all of our knowledge management content, be easy to manage, and affordable.  Helpjuice met those requirements. 

Secondarily we knew these procedures, if documented correctly, would help to standardize our processes and increase our ability to consistently deliver to our customer base.  We have early evidence from our managers that this is working – it is apparent that less “rework” is occurring. 

What kind of an impact has Helpjuice had?

All that have come in contact with Helpjuice here have enjoyed it.  Managers are crediting more “consistent” work to the Helpjuice library.  We definitely have more library “users” than before – the inference is the audience sees the value of the library and are drawn to it to solve their daily challenges.  Users are asking for more content to be added – again this speaks to the “value add” our staff sees in this product.

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