"We’ve cut onboarding time for new hires by 30% and freed up team leads to focus on higher-value work instead of answering repetitive questions." – Geneva Mason, Marketing Specialist, Tugi Tark OÜ
Tugi Tark OÜ, a fast-growing B2B customer support software provider based in Estonia, has one clear mission: to help their clients deliver exceptional customer experiences. But as the company scaled, so did the challenge of keeping both employees and clients aligned with accurate, consistent information.
Internal processes, product details, and policy documents were spread across Google Docs, email threads, and Slack messages. Finding answers often meant wasting valuable time searching or pinging team members for help. For clients, critical setup and troubleshooting details were locked away in hard-to-find folders, slowing down onboarding and creating unnecessary dependency on live support.
"We knew that as we grew, maintaining a consistent, accessible library this way would become even harder. We needed a single source of truth that served both our team and our clients, 24/7." – Geneva Mason, Marketing Specialist, Tugi Tark OÜ
As a customer support software provider, Tugi Tark OÜ prides itself on delivering a seamless and reliable experience for their B2B clients. But without a centralized resource, onboarding was inconsistent, internal questions were repetitive, and support staff had to spend time answering the same questions repeatedly instead of focusing on strategic initiatives.
The team wanted a solution that would:
Prior to Helpjuice, Tugi Tark OÜ relied on Google Drive to store onboarding materials, integration guides, and process documents. While functional at first, it became increasingly unmanageable as content grew. Documents were buried in multiple folders, and team members often had to interrupt each other just to locate the right file.
"Finding the right file often meant digging through multiple folders or asking someone else for a link. It slowed things down and created bottlenecks we couldn’t afford." – Geneva Mason
After evaluating several solutions, Helpjuice stood out as the only platform that could elegantly serve both internal and external audiences in one place. With secure permission controls, Tugi Tark OÜ can maintain detailed employee resources while showcasing polished, client-facing content – all in the same system.
The analytics dashboard quickly became a favorite feature, revealing exactly which articles clients and employees viewed most, what they searched for, and where they couldn’t find answers. This allowed the team to proactively close knowledge gaps and improve clarity.
"Our favorite feature is the ability to manage both internal and external content in one system. Advanced search ensures no one wastes time digging, and analytics show us exactly where to improve." – Geneva Mason
Even before their first clients were fully onboarded, Helpjuice delivered measurable internal benefits. By centralizing all processes, policies, and product details in a single source of truth, Tugi Tark OÜ accelerated new hire onboarding by 30%. Employees no longer waste time searching for information or asking repetitive questions, allowing team leads to focus on higher-value work.
For clients, the knowledge base is expected to save 3–5 hours per week per client by reducing repeated explanations and enabling self-service, even outside of working hours.
"Helpjuice didn’t just help us serve clients better – it made our internal operations faster, more consistent, and more scalable from day one." – Geneva Mason
As Tugi Tark OÜ continues to grow, Helpjuice will remain a critical part of their strategy for delivering consistent, high-quality support at scale. With real-time analytics guiding improvements, the team is confident their knowledge base will only become more valuable over time.
By investing early in a purpose-built platform, Tugi Tark OÜ has avoided the common pitfalls of disorganized documentation, setting a strong foundation for long-term success with both employees and clients.
If your organization is struggling with scattered documentation, repetitive support questions, or inconsistent onboarding, Tugi Tark OÜ’s story is proof that a well-implemented knowledge base can transform efficiency and client satisfaction. Helpjuice provides the tools to make that transformation simple and scalable.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
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