23% More Efficient Listings: How BHyve Built a Digital Library for a Global E-Commerce
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.
Problem
As the company expanded, operational inefficiencies began to surface, particularly around onboarding and day-to-day information access:
Training Freshers at Scale: A large proportion of new hires were freshers with minimal e-commerce experience. They needed in-depth training across functions like listing, fulfillment, and marketing.
High Dependency on Experienced Staff: Teams often relied on a few experts for answers, creating bottlenecks and slowing down work.
- Inconsistent outputs
- Repeated questions
- Delayed resolution of queries
Scattered and Unstructured Knowledge: Standard operating procedures (SOPs), tips, and business-critical processes were stored in silos or remained undocumented, resulting in:
“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.” - Team Lead, Listings
Solution
To streamline operations and empower employees to work independently, the company deployed BHyve’s AI Knowledge Base:
- Consolidated SOPs, process documents, design hacks, and marketing checklists in one searchable platform.
- Allowed employees to quickly resolve queries without switching between multiple tools or people.
- Employees could find precise answers instantly, eliminating the need to ping multiple colleagues.
- Search extended to documents, past Q&As, and best practices.
- Team members were encouraged to document hacks and solutions, fostering a peer-learning culture.
- Reduced the burden on managers.
- Points were awarded to top contributors, redeemable for company merchandise.
- Boosted engagement and encouraged knowledge-sharing behavior across the organization.
Centralized Digital Library:
AI-Powered Search Functionality:
Community-Driven Knowledge Contributions:
Gamified Reward System:
“Instead of scouring the internet for answers, employees can turn to BHyve, where experts within the organization promptly provide solutions.”
Results
The introduction of BHyve led to substantial improvements in efficiency and employee experience:
- 20% Faster Onboarding: New employees ramped up quicker, with access to structured, easy-to-understand documentation.
- 10–12% Time Saved in Resolving Queries: Teams became more independent, and repetitive questions decreased significantly.
- 23% Improvement in Listing Efficiency: With centralized SOPs and smarter search, listing tasks were completed more quickly and accurately.
- Cultural Shift: Teams embraced knowledge sharing as a core value, fostering a collaborative and proactive environment.
Conclusion
This company’s partnership with BHyve marked a turning point in their internal operations. By centralizing knowledge and embedding AI into everyday workflows, they reduced redundancy, enhanced onboarding, and cultivated a culture of self-learning and peer support.
“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