23% More Efficient Listings: How BHyve Built a Digital Library for a Global E-Commerce
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Snapshot
- Industry: E-commerce
- Company Size: 600 employees
- Challenge: Fragmented knowledge, time-consuming onboarding and query resolution
- Solution: BHyve’s AI Knowledge Base & AI Powered Search
- Results: 20% faster onboarding, 10–12% time saved on query resolution, 23% more efficient listings
Customer Introduction
A rapidly scaling global e-commerce company with a workforce of over 600 employees was on a mission to improve operational efficiency and reduce time-to-productivity for new hires.
Operational Challenges
- Training Freshers at Scale: New hires with minimal e-commerce experience needed in-depth training across functions like listing, fulfillment, and marketing.
- Scattered and Unstructured Knowledge: SOPs, tips, and business-critical processes stored in silos resulted in inconsistent outputs, repeated questions, and delayed query resolution.
- High Dependency on Experienced Staff: Teams relied on a few experts, creating bottlenecks and slowing down work.
It was common for teams to ping each other repeatedly for the same answers. We were losing time on things that should have been readily available.
Digital Library Implementation
Centralized Digital Library
- Consolidated SOPs, process documents, design hacks, and marketing checklists in one searchable platform.
AI-Powered Search Functionality
- Enabled employees to find precise answers instantly, eliminating the need to consult multiple colleagues.
Community-Driven Knowledge Contributions
- Encouraged team members to document hacks and solutions, fostering a peer-learning culture.
Gamified Reward System
- Awarded points to top contributors, redeemable for company merchandise, enhancing engagement.
“Instead of scouring the internet for answers, employees can turn to BHyve, where experts within the organization promptly provide solutions.”
Impact Achieved
- 20% Faster Onboarding: New employees ramped up quicker with structured documentation.
- 10–12% Time Saved in Resolving Queries: Reduced repetitive questions led to increased independence.
- 23% Improvement in Listing Efficiency: Centralized SOPs and smarter search accelerated task completion.
- Cultural Shift: Embraced knowledge sharing as a core value, fostering a collaborative environment.
Conclusion
“This hasn’t just saved time—it’s propelled us toward a more collaborative work environment where information flows freely, and expertise is accessible to all.” - Chief People Officer