Cutting Onboarding Time by 75%, Reducing Customer Response Time by an Average of 5 Minutes, and Making Updates 3x Faster

Rally Health is a digital health solution that works with employers, health plans and health systems to improve the health and well-being of their members. As Senior Manager of Coaching Operations, Raychel Johnson was looking for a way to streamline their many resources into one, easy-to-navigate place. After considering numerous options, she chose Helpjuice to get the job done.

A One-Stop-Shop for Resources

“Our goal was to have a one-stop-shop for all customer service agents, their supervisors and coaches, and their supervisors,” Raychel said. “We needed something that was easy to use and could house a wide variety of resources.”

When it came time to consider the options, Raychel and her team came across Helpjuice. After doing a thorough evaluation, they decided that Helpjuice was the perfect fit for their needs. “The tutorial, layout, and the option to have multiple accounts with different URLs were most appealing to us,” said Raychel.

A Streamlined Onboarding Process

Rally Health implemented Helpjuice and quickly saw the benefits of having all of their resources in one place. “We onboard employees four times faster than before,” said Raychel. “It’s so much easier to link relevant articles, and the accordion keeps the look simple and concise which our customers and employees love.”

The team also saw a reduction in customer response time, with an average reduction of five minutes. “That five minutes might not seem like a lot, but it makes a huge difference when you’re trying to help customers quickly,” said Raychel. “We’re able to make updates and communicate those updates three times faster, too.”

Continuous Improvement with Helpjuice

Raychel and her team are continually looking for ways to improve their operations and Helpjuice has been a huge help in that regard. “We love the options like accordions and liking/following certain articles,” said Raychel. “The customer-facing side enhancements are hands down my favorite. We appreciate your surveys and the option to request features, too!”

In the end, Helpjuice has been a great asset to the team at Rally Health. “It’s been a great experience working with Helpjuice,” said Raychel. “We’ve been able to streamline our operations and provide better customer service. We highly recommend Helpjuice to anyone looking for a knowledge base solution.”