01Quarry Lane Payroll
A payroll software company uses Hollin internally, so new support staff can ask how things work and get an answer from the team's own notes.
02You
Hollin
Why use it inside the team?
Elena Petrova
Payroll rules change every quarter. Our runbook is long and new people did not know where to look, so they asked the most senior person in the room.
Hollin
Does anything reach customers?
Elena Petrova
Not on its own. Every customer reply is still written or approved by a person. We use the drafts as a starting point.
Hollin
What surprised you?
Elena Petrova
How many runbook pages contradicted each other. The gaps report found eleven in the first week.
03You
Hollin
Quarry Lane Payroll makes payroll software for small companies. Its support team uses Hollin as an internal answer desk: new staff ask how a process works, and the answer quotes the team’s runbook.
Customer replies stay manual. The team uses the drafts and their sources as a starting point, and every reply is approved by a person.
04You
Hollin