United Group, a leading education provider in the region, faced challenges in ensuring timely and accurate information for their trainers and reducing errors caused by incorrect information from employees. To address these issues, they turned to Helpjuice, a powerful knowledge management platform that offers simple information management, easy access, and comprehensive reporting capabilities.

The Challenge: Timely and Accurate Information

Ivan Dimitrijevic, the Education Manager at United Group, explains the problem they were looking to solve with Helpjuice:

"With Helpjuice, we wanted to solve the issue of providing timely and accurate information to our trainers. We also needed a system that would serve as a reminder for important business-related information."

United Group had a vast amount of information that needed to be organized and easily accessible to their trainers. They also wanted to reduce the time spent on emails and minimize errors resulting from employees having incorrect information.

The Solution: Helpjuice Knowledge Base

Before choosing Helpjuice, United Group had tried using Zendesk but found it less suitable for their specific needs. After evaluating different solutions, they decided on Helpjuice due to its user-friendly interface, advanced features like the decision tree, and robust reporting capabilities.

Helpjuice enabled United Group to create a comprehensive knowledge base (KB) that housed all their important information, procedures, and guidelines. The KB was easily accessible to trainers and employees, ensuring they had the right information at their fingertips.

Measurable Impact

The implementation of Helpjuice had a significant impact on United Group's operations. Ivan shares some key metrics:

- Reduced wrong information given to users by 10%

- Decreased employee errors caused by incorrect information by 20%

These metrics clearly demonstrate the effectiveness of Helpjuice in improving the accuracy and quality of information provided by United Group.

Customer Testimonial

Ivan Dimitrijevic, the Education Manager at United Group, explains his favorite feature of Helpjuice:

"A favorite feature of Helpjuice is the decision tree and the possibility of creating more complex flows for support with it. This feature has helped us streamline our support processes and guide trainers step-by-step through various scenarios, ensuring consistency and accuracy in their work."

Ivan also highlights the benefits of Helpjuice's simple information management, easy access, and available reports that have greatly improved their knowledge management processes.

Conclusion

With the help of Helpjuice, United Group successfully achieved their goal of providing timely and accurate information to their trainers. By implementing a robust knowledge base, they reduced errors caused by incorrect information and saved valuable time that was previously spent on email communication.

Helpjuice's user-friendly interface, advanced features, and comprehensive reporting capabilities empowered United Group to enhance their knowledge management processes and improve overall operational efficiency.