Case Study: OpenMethods achieves faster knowledge transfer and better search results with Helpjuice

How HelpJuice Increased Search Results by 42% and Shrank Knowledge Transfer Time by 98%

OpenMethods, a customer service software company based in San Francisco with a team of 50–100 people, was struggling with a “content everywhere” problem. Their knowledge was spread across Doc360, SharePoint, Confluence, and OwnCloud, making it hard for employees to search, access, and share information, especially with strict license limitations that left only 10% of the company able to author and locate content.

Helpjuice provided a flexible, scalable knowledge base that gave OpenMethods one central place for both internal and external documentation, with gated access to separate client-facing and internal content. With Helpjuice, OpenMethods expanded access to 100% of employees, increased successful search results from 43% to 85% (a 42% lift), and cut knowledge transfer time from 2 business days to about 2 hours.

OpenMethods

Erin Casto

Product Marketing Manager