Case Study: Carle reduces support emails and boosts employee self-service with Helpjuice

Carle Sees 400 Deflections from Support Emails in Just One Month with Helpjuice!

Carle, a healthcare provider and health system based in Urbana, Illinois, needed a better way to help its 10,000+ employees self-serve answers about benefits and insurance. Before the project, Carle’s HR contact team was handling 800–1,000 email inquiries per month, and the information was too extensive to browse easily, so the organization looked for a searchable, customizable knowledge base. Carle chose Helpjuice for this use case.

Using Helpjuice, Carle launched a knowledge base with SSO via Microsoft Active Directory, unlimited readers, and extensive customization through HTML and CSS. In the first month, Carle onboarded 2,000 users and reduced HR support volume by 400 email deflections, improving productivity and making benefits information easier for employees to access.

Carle

Jeff Carroll

Senior Product Manager