"The time to support new starters through onboarding and their first few weeks has reduced by 25%. - Neil Wilks, Head of Technology"
Auger is an ISO accredited engineering firm based in the UK. As the business grew, they encountered a number of challenges when it came to managing their knowledge and making it accessible to their employees. With multiple repositories for files and no centralized place to store information, they needed a solution that would help them quickly and easily locate important documents and processes.
To manage their growing knowledge base, Auger looked for a system that was easy to use and offered great value for money. After exploring the options, they chose Helpjuice for its superior functionality and ease of use.
Head of Technology, Neil Wilks, had this to say about why Auger chose Helpjuice over the competition:
"Helpjuice provided great value alongside first-class functionality. Their value proposition for businesses with large numbers of users was a significant factor in our decision. However, the product had to be quick and easy to use and we found it to be significantly better than the competition. The ease with which you can import existing documents and convert them into knowledge articles was far superior to other products we tried."
Before deploying Helpjuice, Auger encountered a number of issues with their support process. 10% of support requests were received outside of working hours, causing disruption to team members during downtime and often leading to someone who did not fully understand the processes trying to resolve the issue. Auger employees also struggled to locate the relevant information in their multiple repositories, making it difficult to onboard new staff.
With Helpjuice, Auger was able to quickly create a knowledge base which enabled them to reduce out-of-hours support requests by 80%, and reduce the time taken to onboard new starters by 25%. In addition, the time taken to locate information in the knowledgebase was 500% quicker for the user than it was previously.
Neil had this to say about the impact Helpjuice has had on Auger's support process:
"The glossary feature has been a great help, particularly for new users who often hear acronyms and abbreviations but don't want to ask what they mean. We've reduced out-of-hours support requests by 80%. The time to support new starters through onboarding and their first few weeks has reduced by 25%. The time taken to locate information on the knowledgebase is 500% quicker for the user than it was previously."
As 60-70% of Auger's workforce are field engineers who operate their entire working life from a mobile device, Auger needed a system that was mobile-friendly and enabled users to view content in a responsive and dynamic format. Helpjuice delivered on this requirement, as well as providing Auger with the ability to easily import and edit existing documents and easily format them in an engaging and presentable manner.
Neil had this to say about Helpjuice's mobile-friendly features:
"Unlike Document 360 I love that with Helpjuice I can easily import and edit existing articles and easily format them in an engaging and presentable manner. The KB had to make locating information quick and easy, as a growing business we have a constant stream of new starters and want to support them without significantly increasing our headcount in our business support or senior management team."
Auger needed a knowledge base solution that was easy to use and offered great value for money. After exploring their options, they chose Helpjuice for its superior functionality and ease of use, which enabled them to quickly create a knowledge base that has had a significant impact on their support process. They have seen an 80% reduction in out-of-hours support requests, a 25% reduction in onboarding time, and a 500% increase in the time taken to locate information in the knowledgebase. Furthermore, Helpjuice provides an engaging and mobile-friendly solution for Auger's large number of field engineers.
