700+ Pages Created: How Persol Tempstaff Built a Living BPO Knowledge Base with Helpfeel

Persol Tempstaff Co., Ltd.

Human Resources / BPO·1,001+ employees·Internal Helpdesk

700+ Pages Created: How Persol Tempstaff Built a Living BPO Knowledge Base with Helpfeel

At a glance

• Over 700 knowledge pages created and growing
• Usage approaching levels of existing internal portal site
• Staff reporting "information I couldn't find before is now findable"

The Challenge

Persol Tempstaff's BPO division had reached a turning point. In the early years, the team was small, projects were few, and knowledge lived at the project level. When someone had a question, they could walk over and ask a colleague working on a similar account. Informal peer-to-peer knowledge sharing was enough.

But as the BPO market expanded, so did the division. More projects, more staff, more diverse client needs. The team recognized that continuing to rely on individual project silos and ad-hoc hallway conversations was no longer viable. To keep delivering high-quality value to clients, the accumulated knowledge across all projects needed to be managed systematically at the division level, not left scattered across individual contributors.

Why Helpfeel

The team surveyed a wide range of knowledge management systems, but most didn't align with the experience they wanted to create. When they encountered Helpfeel, the reaction was immediate: "This is it."

The defining feature was Helpfeel's exploration-oriented search interface. Users could type freely using the words they naturally use in their work, and follow links from one piece of content to related content in an organic, non-hierarchical way. This "follow the thread" browsing style, where discovering one piece of knowledge leads naturally to discovering another, aligned precisely with the team's vision for how knowledge should live and be used in a dynamic BPO environment.

Helpfeel felt less like a manual to look up answers in and more like a web of connected knowledge to explore.

What They Did

• Built a submission-driven content model. A three-person secretariat leads content creation and structure, but the source material comes from the field. Anyone in the division can submit knowledge they believe could be useful to others through a dedicated form.

• Incentivized contribution with a points-based reward system. Staff who submit knowledge that becomes the basis for a new page receive points redeemable for rewards, making participation tangible and building the "use it and grow it together" culture.

• Shifted the mindset through internal education. Multiple online orientation sessions communicated a core message: knowledge sharing is not about uploading perfect, finalized answers to a manual. It's about each person bringing their real-world experience into a shared pool, where it can be refined and improved over time by the collective.

• Leaned on Helpfeel's Customer Success team. When the secretariat was unsure how best to structure or present submitted knowledge, Helpfeel's CS team provided guidance on both the technical and creative dimensions of content design.

Results

Over 700 pages, including drafts, had been created at the time of the interview, and the library continues to grow. Access volume has been increasing steadily, approaching the usage levels of the division's existing internal portal site. Staff have commented that "information I couldn't find before is now findable," and a core group of regular, enthusiastic users has begun to emerge.

The initiative successfully built momentum toward the "use it and grow it together" culture the team envisioned, with more staff participating in knowledge contribution than before.

"Users who try Helpfeel once reliably find something useful, making it self-reinforcing."

Hisae Fujita, Manager, BPO Business Planning Office

Looking Ahead

Accumulating and making knowledge visible is important, but the more critical challenge is turning that knowledge into tangible value. Simply storing knowledge is not enough. It must be actively used in ways that improve client outcomes.

The goal is to transform the individual know-how scattered across the division into lasting organizational assets for the BPO business. Helpfeel is the platform through which the team's collective expertise can be brought together, refined, and made to shine. The ambition going forward is to continue raising the quality of the BPO knowledge base so that it directly elevates the level of value delivered to clients.

“Users who try Helpfeel once reliably find something useful, making it self-reinforcing.”

— Hisae Fujita, Manager, BPO Business Planning Office