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Case Study: StepStone

  • StepStone is one of the leading job platforms for all professional fields and industries
  • The company with 3,300 employees is part of Axel Springer SE
  • They support around 60,000 customers with innovative e-recruiting solutions
  • In March 2020, StepStone introduced Serviceware Knowledge (SABIO) as Stepedia for its sales and customer service
  • Almost 500 active users in different departments use Stepedia
  • Stepedia now contains almost 600 knowledge articles and is constantly being developed further
  • Within the scope of the project with SABIO, all core objectives have been achieved

INITIAL SITUATION & CHALLENGES

  • Due to the great success and rapid growth of StepStone, new challenges in knowledge transfer presented themselves
  • StepStone previously used conventional document filing systems and was therefore unable to achieve an optimal exchange of knowledge
  • That is why an effective knowledge management solution was required to increase the productivity and quality of sales and customer service
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OBJECTIVES

  • Development of a central knowledge management system in the areas of sales and customer service
  • Availability of relevant and current knowledge
  • Improving the availability of knowledge through intuitive structures and an intelligent search
  • Reduction of the training period for new employees
  • Significant time savings through optimization of procedures and processes
  • Improvement of service quality through central knowledge management

PROJECT SUCCESSES

  • Sales and customer service use a common source of knowledge
  • Stepedia has replaced other systems and communication channels
  • About 80% of the users use Stepedia daily
  • Users rate the knowledge management solution as very good
  • The onboarding process has been significantly optimized
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"Thanks to Stepedia, we have all the latest information relevant to sales and customers in one place. On the one hand, news can be communicated flexibly and on the other hand, it can be found and retrieved quickly. This enables us to provide the best service at all times."

Kim-Mai Breitmar, Junior B2B Marketing Editor, StepStone

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