Case Study: Assurant achieves 26 times faster ticket completion and 85% fewer writers with Helpjuice

Since started using Helpjuice, Assurant tickets have completed an average of 26 times faster, using an average of 85% fewer writers

Assurant, a US-based insurance company with 10,000+ employees, faced fragmented technical-writing workflows, inconsistent templates, and long publishing SLAs (up to 41 business days). To modernize their knowledge management and shorten turnaround, Assurant implemented the Helpjuice knowledge base platform.

By migrating to Helpjuice, Assurant standardized templates, leveraged Helpjuice’s analytics and search, and reworked ticket intake so requests go to a single writer end-to-end. The change cut average SLA publishing time from 41 to 21 business days (a 49% reduction), enabled some articles to be published in as little as five business days (an 88% reduction), made tickets an average of 26 times faster, and used 85% fewer writers, freeing capacity for expanded services.

Assurant

Misael Cedillos

Senior Business Information Content Designer