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PrismHR powers payroll and HR systems that customers rely on daily. With a mature, highly configurable platform that has evolved over decades, product complexity comes with the territory. When their product behaves differently than expected, it needs to be caught and fixed — fast.
When customer-facing teams encountered an issue, they were responsible for documenting exactly what happened so Engineering could investigate and resolve it. Without clear reproduction steps, the issue couldn’t be fixed.
With a steady stream of validation scenarios each month, the Customer Support team — whose primary focus should be supporting clients — were losing nearly an hour every time they found an issue. Instead of helping customers, they were documenting scenarios and ideal outcomes.
The documentation process was painful. Before Scribe, documenting a single validation case required:
PrismHR needed a faster, AI-powered way to capture how the system behaved — one that protected frontline teams’ time while still giving Engineering everything they needed to resolve issues quickly and completely.
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PrismHR implemented Scribe to standardize and scale how support escalations and testing workflows are communicated across teams.
The company operates with a tiered support model. Tier 1 teams investigate and reproduce issues, while Tier 2 validates findings and prepares confirmed cases for Engineering. Scribe is embedded throughout the entire process.
When Tier 1 identifies an issue, they capture the workflow directly in Scribe, which automatically records step-by-step click paths — including screenshots, instructions, and click targets — replacing what used to be piecemeal documentation with a structured visual guide. Teams also use voice transcription to add additional context during capture.
Each Scribe is added to a Page that includes required information such as case number, expected vs. actual behavior, and impact details. Standardized Page templates ensure every escalation follows a consistent format. During triage, Tier 2 and Engineering review the same visual walkthrough, reducing ambiguity and eliminating unnecessary back-and-forth.
Before selecting Scribe, PrismHR evaluated several similar tools. Accuracy was the deciding factor. In a complex, highly customized system, generic labels like “Click here” weren’t enough — Engineering needed to see exactly which fields were used. Scribe captured UI elements with the precision required, and enterprise-grade controls ensured governance across teams, making Scribe the clear choice.
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hours per year saved in case escalation
reduction in documentation time
additional cases solved per year without increasing headcount
With Scribe, onboarding at BKM looks completely different — and 75% faster.
What once took up to a month now takes less than a week. New hires rely primarily on Scribe to get up to speed, using self-serve guides to answer questions as they come up.With Scribe, PrismHR dramatically streamlined how validation cases are documented and escalated. Teams now spend far less time writing up issues and more time resolving them.
The average time to document and escalate a case dropped from 45 minutes to just 10 minutes — almost an 80% reduction. That shift returned valuable time to customer-facing teams, allowing them to focus on supporting clients instead of on manual documenting issues. At the same time, clearer, standardized validation workflows accelerated internal handoffs between Support, Product, and Engineering and ensured issues were resolved faster.
Adoption quickly expanded. PrismHR has now created more than 6,000 Pages with over 70,000 views. Because of this, engineers were able to troubleshoot issues based on looking at clear documentation rather than spending time with the agents or customers. By using Scribe, leadership gets visibility into how documentation supports faster issue resolution, stronger collaboration, and more confident releases.
With a scalable system for documenting and improving how the platform behaves, PrismHR is positioned to extend structured validation workflows even further — embedding Scribes into customer-facing help content and exploring ways to leverage that content within internal AI initiatives.
As PrismHR’s platform continues to evolve, Scribe provides a foundation for more systematic testing, clearer release validation, and continuous product improvement.
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Read about how Scribe can help
