Case Study: DH SSC Malaysia reduces onboarding time and escalations with Helpjuice

DH SSC Malaysia Reduces Escalations to 2nd Level by 70% with Helpjuice

DH SSC Malaysia, a logistics support center, was struggling with an inefficient knowledge sharing system that relied on Google Slides for storing process flowcharts. This made it difficult to onboard new team members and keep the large team aligned. They turned to Helpjuice to create a centralized and accessible knowledge base to address these challenges.

By implementing Helpjuice's knowledge base software, the company gained an easy-to-use platform with article-level visibility controls. The solution from Helpjuice led to a significant measurable impact: a two-week reduction in onboarding time, a 20% improvement in knowledge retention, and a dramatic 70% decrease in escalations to the 2nd level support team.

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Arifbillah Ariffen

Real Time Manager