What your documentation gap is actually costing you
You bring the numbers from your own helpdesk and payroll. We bring the assumptions, drawn from published research and labelled with their source. Every figure here is built from facts you already have, not a guess about where your content might land.
Support questions docs could answer
The repetitive “how do I” and “where is this” tickets a good doc set intercepts before they reach an agent.
Knowledge-base deflection averages ~23% across the industry; strong self-service reaches 60%+. We default low at 20%.
Engineer time lost to hunting for answers
Time your technical staff spend searching for, or re-deriving, things that should already be written down.
Research puts total search time at ~25% of the workday (McKinsey) to ~30% (IDC). Most of that isn’t docs-fixable, so we recover only a conservative slice.
New-hire ramp to productive
A structured doc set shortens the unproductive window before a new technical hire is contributing.
A searchable, well-structured knowledge base measurably speeds onboarding for new technical staff. We default to a modest 12%.