"The number of staff who have found a solution easily in Helpjuice suggest that there were over 200 fewer service desk tickets in the first month alone! - Dan Collins, IT Director"
Newington College, a K-12 school in Sydney, Australia, was looking for a way to improve training efficiency and reduce support tasks. As an IT Director, Dan Collins knew that a knowledge base could be the answer but needed to find the right tool to get the job done.
Newington College had previously listed PDFs of how-tos on their internally developed Intranet. Unfortunately, that tool did not support the easy adding of content, linking to other articles, and multimedia, nor was it mobile friendly. Additionally, the team was trying to avoid using email for their KB style information. “People send emails and think the job is done. Emails are next to pointless for this type of info”, Dan explains.
The team investigated a few solutions, including Atlassian Confluence and Sharepoint, but quickly realized that these would require too much licensing and development, respectively. In the end, they decided on Helpjuice, which was the right combination of features and cost. “Helpjuice looked like it could get us up and running in the minimum amount of time. All the features look geared towards an effective KB without anything we didn’t need”, Dan states. He also adds “The idea of converting PDFs and docs easily appealed, so did the support service to assist with this task.”
Newington College wanted to create a single point of reference for all types of information to help their staff find solutions to their issues quickly. With Helpjuice, Dan was able to easily convert existing KB articles into the new system, and the support service was able to assist with this task.
The team was pleasantly surprised to see the positive impact that Helpjuice had. Dan reports “Helpjuice has allowed us to train new staff and students on our systems 30% faster than we could previously. The number of staff who have found a solution easily in Helpjuice suggest that there were over 200 fewer service desk tickets in the first month alone!”
Newington College was able to achieve their goal of creating a single point of reference for all types of information, quickly and easily with Helpjuice. By avoiding ineffective PDFs and emails, and using Helpjuice’s features and support service, the team was able to improve their training efficiency and reduce the number of support tasks. With the help of Helpjuice, the team was able to save time, reduce stress, and achieve their goal.
“Helpjuice has allowed us to train new staff and students on our systems 30% faster than we could previously.”
“The idea of converting PDFs and docs easily appealed, so did the support service to assist with this task.”
“Helpjuice looked like it could get us up and running in the minimum amount of time. All the features look geared towards an effective KB without anything we didn’t need.”
