Case Study: SimuTech Group reduces technical software problem resolution time by 50% with Helpjuice

SimuTech Group Reduced Technical Software Problem Resolution Time by 50%

SimuTech Group, an engineering and technology company based in Toronto, Canada, needed a better way to handle growing customer support demand. Before using Helpjuice, the team relied on a clunky shared OneNote notebook, had no public self-help content, and was repeatedly recreating the same support responses, leading to inconsistent instructions and long ticket resolution times.

With Helpjuice’s knowledge base software, customization services, content editor, and customer-facing KB, SimuTech Group gave customers a self-service option and reduced duplicate support work. The result was a 50% drop in average ticket resolution time, from 4.5–5 hours to about 3 hours, with some response times cut from 45 minutes to 10 minutes and from 20 minutes to just 2 minutes.

SimuTech Group

Caleb Scharf

IT Manager