Case Study: CBC Computer Systems improves support efficiency by 50% with Helpjuice

How CBC Computer Systems Leveraged Helpjuice to Improve Support Efficiency by 50%

CBC Computer Systems, an IT service provider in San Francisco with a 500–1000 person team, was dealing with a growing number of repeat support calls and emails around issues that could have been documented. Technical Support Lead Andrew Nicholls needed a knowledge base that was easy to search, update, and organize, and after evaluating several options, the team chose Helpjuice for its affordability and user-friendly interface.

Helpjuice provided CBC Computer Systems with a searchable knowledge base, migration support for existing documentation, and tools like category/subcategory organization, an online editor, and easy Word document import. The results were strong: support call time dropped by 7.5%, case volume decreased by 6.04%, and sales-related cases fell by 50% as more customers used the knowledge base for support submissions.

CBC Computer Systems

Andrew Nicholls

Technical Support Lead