Just Two Weeks After Deployment, Property Management Company sees 55% Improvement In Ticket Deflection

Quick Overview

Industry: Property Management/Retail

Location: Maryland, USA

Team size: 50-100

"Love the powerful AI & search features. After rolling out Helpjuice, ticket submission dropped by nearly 55%! " – Oscar Martinez, IT Admin, Bay Management Group


Industry: Property Management/Retail

Location: Maryland, USA

Team size: 50-100

Property Management/Retail

(50 - 100 people)

What's the purpose/goal of your KB?

From an IT standpoint, our main goal was to reduce  the "live" support time we spent with our employees dealing with their issues. As a company, we wanted our KB to be a centralized location where all of our different departments could collaborate and share information between them. This made our entire operation a lot more efficient!

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

We tried using SharePoint for sharing information since we already have it as part of our O365 enterprise subscription but we found it to be way too cumbersome. 

We had also tried Document360 but two things we found during our trial period that were deal breakers were that it wasn't really easy to use and navigate for our collaborators and end-users, respectively. There were also times when we felt we didn't get a timely response to some of our questions by their customer support. 

Why did you decide to use Helpjuice?

We absolutely love it's ease of use, it's simplicity, and the fact that even non-techie people can collaborate on it. We also love the metrics and analytics reporting which helps us immensely in figuring out what our strong points are and what areas we still need to improve on. 

It would also be remiss of me not to mention the FANTASTIC customer support you have!

What's your favorite Helpjuice feature?

We love the powerful AI and search features. It makes searching for help a breeze for our employees. We also love the way you can just simply drag and drop content such as pictures and videos onto an article with no fuss. 

Furthermore, the analytics that are provided to us is outstanding. It allows us to pinpoint and address our biggest deficiencies. We then use that data to update our content to ensure it it is relevant and helpful. 

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

From the IT side of things, we really wanted to reduce the amount of tickets we got daily. We found that after rolling out the KB to our employees, ticket submission dropped by nearly 55% within the first two weeks! 

This led to us having more time for other matters within our department that we needed to attend to. 

What kind of an impact has Helpjuice had?

Within two weeks of rolling out the KB company-wide, we saw a nearly 55% decrease in support ticket submission to our IT Dept. 

Furthermore, we saw a nearly 40% increase in employee productivity due to it's powerful search features that led to efficient finding of relevant information.  

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