How Call Center JULIE Replaced Binders and Emails With a Real-Time Knowledge Base

Industry: Utilities & Public Safety
Employees: ~100
Challenge: Outdated paper processes slowing call center operations
Solution: Speakap Knowledge Base for real-time information access

About JULIE

JULIE (Joint Utility Locating Information for Excavators) works to prevent damage to Illinois underground utilities by connecting homeowners and professional excavators with member utility companies via its free and easy facility notification center. Based in Illinois, USA, JULIE has around 100 employees dedicated to keeping communities safe.

The Challenge: outdated knowledge management slowed call center performance

JULIE's call center operators faced three major obstacles when trying to access information during live calls:

Physical binders created information delays

Call center operators relied on physical binders at each workstation, updated only annually with periodic supplements throughout the year. This manual process couldn't keep pace with urgent policy changes or critical updates, leaving operators working with outdated information.

Email overload buried critical updates

When time-sensitive information needed immediate distribution, JULIE sent emails to all operators. While this ensured timely delivery, critical messages quickly disappeared into crowded inboxes, making retrieval during calls nearly impossible.

Shared drive navigation wasted valuable time

JULIE maintained a shared Windows drive for knowledge storage, but navigating folder structures and dealing with file format restrictions during live calls created friction. Operators struggled to find what they needed quickly, impacting both call handling time and employee satisfaction.

The Solution: centralized knowledge base for instant access

Because JULIE’s entire organization was already using Speakap, an employee communications app, daily for internal communications, adopting the Knowledge Base was a natural next step. Instead of layering on yet another system or tool, they extended what employees were already familiar with — making rollout smooth and adoption immediate.

How JULIE uses Speakap Knowledge Base:

• Real-time call support: Operators search for answers during live calls using keyword search, finding accurate information in seconds rather than minutes.
• Training and development: During downtime, employees access refresher materials and training resources to continuously improve their skills.
• Centralized resource hub: The Knowledge Base serves as a single source of truth, linking to JULIE's website, YouTube training videos, and essential documentation.

As Call Center Manager Jeremy Ervins put it:

This was the feature we needed. We had been looking at many other options, but since our entire organization already uses Speakap daily for internal communications, this was the perfect solution during a year full of many changes for us.

The Results: faster calls, happier employees

JULIE's call center team reported immediate improvements across multiple metrics:

• Faster information retrieval through keyword search functionality
• Improved accuracy with access to real-time, verified information
• Better user experience with intuitive navigation and bookmarking
• Higher employee satisfaction thanks to reduced frustration and increased efficiency

In Jeremy’s words:

The ease of use, UI, navigation, and keyword search are huge hits with our employees.

Modernize your call center knowledge management

Is your team still relying on outdated binders, buried emails, or hard-to-navigate shared drives? Discover how Speakap's Knowledge Base can transform your call center operations.

Learn more about Speakap Knowledge Base and how it can streamline knowledge sharing in your organization.

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