Case Study: The Overlake School achieves major help-desk time savings and uninterrupted teaching during COVID with Helpjuice

How Overlake School overcame COVID-19 operation difficulties thanks to Helpjuice

The Overlake School, a US-based independent school with a 51–200 person team, struggled during COVID-19 with an overwhelmed help desk: emails got lost, faculty and students couldn’t reliably find answers via Google, and the tech team was swamped with tickets. To solve this, they adopted Helpjuice’s knowledge base to build a centralized, user-friendly resource tailored to their community.

Using Helpjuice, Overlake created customizable internal and public articles, embedded links, photos and videos, set audience and expiration controls, and enabled collaborative article editing and help-desk integration. The result was noticeably improved time management and far fewer inbound calls and tickets, freeing the tech team to focus on larger projects (upgrading projectors, classroom cameras and the network); while formal metrics haven’t been run yet, The Overlake School reports Helpjuice has been a lifesaver during the pandemic.

The Overlake School

Sharon Johnson

Tech Support Specialist