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“Helpjuice reduced our weekly management time by 80%. It’s a game-changer for our team’s efficiency!” - Heather Forsythe, Director of Data Systems and Operations at Vivery.
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Vivery, a cutting-edge technology company based in the heart of Chicago, specializes in data systems and operations. With a strong focus on leveraging technology to drive business efficiency, Vivery encountered a significant challenge that risked slowing down its progress—managing a complex and unwieldy knowledge base. The stakes were high, and the company needed a solution that would streamline its knowledge management processes. The answer? Helpjuice. In this case study, we explore how Vivery transformed its operations, saving time and money while empowering its team to take control of their knowledge base.
Heather Forsythe, the Director of Data Systems and Operations at Vivery, was struggling with a daunting task—managing the Salesforce Knowledge Base system. "Our team could not learn to manage the Salesforce Knowledge base system. It was way too intricate," explains Heather. The complexity of Salesforce's setup was not only overwhelming but also expensive. Hiring a consultant for setup would have cost Vivery an estimated $250 per hour for a 30-hour project—a staggering $7,500 expense.
On top of the cost, Heather found the administrative side of Salesforce to be extremely time-consuming. "From an admin perspective, it would take me months to set up the frontend site and connect all of the articles properly in Salesforce," she recalls. The lack of an intuitive interface made it impossible to delegate knowledge base tasks to her customer service team, forcing Heather to manage everything herself—an unsustainable situation for a growing tech company like Vivery.
After exploring over 12 different knowledge base options, Vivery decided to switch to Helpjuice. Unlike Salesforce, Helpjuice offered a user-friendly interface that allowed Heather to set up a fully functional frontend site in less than two hours—a task that had previously seemed impossible.
"With Helpjuice, I was able to set up the frontend site in a couple of hours—no consultants needed!" - Heather Forsythe, Director of Data Systems and Operations at Vivery.
Helpjuice not only provided an easy-to-use platform but also integrated seamlessly with Salesforce, which Vivery relied on to manage customer support tickets. "We were paying a ton of money using Zoho Desk, and it did not integrate at all with Salesforce. Helpjuice checked all the boxes, offering simple integration that I could manage myself without external help," says Heather.
By choosing Helpjuice over Salesforce Knowledge, Vivery saved a significant amount in setup costs. The straightforward setup process, which Heather handled herself, avoided the need for a consultant altogether. Here's a breakdown of the savings:
Before Helpjuice, Heather spent hours troubleshooting and managing the knowledge base setup. Now, her weekly management time has been drastically reduced:
"Helpjuice reduced our weekly management time by 80%. It’s a game-changer for our team’s efficiency!" - Heather Forsythe, Director of Data Systems and Operations at Vivery.
One of the key reasons Vivery chose Helpjuice was its ability to empower the customer service team to manage the knowledge base independently. Unlike Salesforce, which required Heather’s constant oversight, Helpjuice provided a simple and intuitive interface that made it easy for non-technical team members to contribute.
"I love that Helpjuice allows my team to take full ownership of their product without constantly requiring technical assistance." - Heather Forsythe, Director of Data Systems and Operations at Vivery.
This newfound independence has allowed Heather to focus on more strategic tasks, confident that her team can handle the day-to-day management of the knowledge base without her intervention. The simplicity of Helpjuice has led to a more engaged and empowered team, driving overall productivity within Vivery.
Heather explored several alternatives before settling on Helpjuice. Vivery initially used Zoho Desk, but the platform's lack of integration with Salesforce forced them to maintain two separate systems—creating inefficiencies and frustrations for the team. After extensive research and testing, Heather found that Helpjuice offered the best combination of ease-of-use, powerful features, and seamless Salesforce integration.
Not only did Helpjuice meet Vivery’s technical requirements, but it also offered robust support and AI functionalities, allowing Heather to find answers quickly and continue her progress without needing costly external help.
"Helpjuice has a simple interface, that's user-friendly. I have no concerns about my team managing Helpjuice without my oversight." - Heather Forsythe, Director of Data Systems and Operations at Vivery.
Vivery’s transition to Helpjuice has been a resounding success. By eliminating the complexities of Salesforce Knowledge and switching to a platform designed for simplicity and efficiency, Heather and her team have saved countless hours and thousands of dollars. Helpjuice’s seamless integration with Salesforce, combined with a user-friendly interface, has made it easy for Vivery to manage its knowledge base without relying on constant technical support.
If your company is struggling with a complex and time-consuming knowledge management system, it might be time to explore what Helpjuice can do for you. Discover how Helpjuice can transform your operations, just like it did for Vivery.
