Abrigo provides compliance, credit risk, and lending solutions that enable their customers to manage risk and drive growth. Their customers primarily involve financial institutions like banks and credit unions. The Abrigo platform includes anti-money laundering (AML) and fraud detection software that helps financial institutions detect money laundering and fraudulent transactions and prevent losses. The software also assists in anti-terrorism initiatives. The Texas-based software company has nearly 2,500 customers across the world.

Business Requirement

Abrigo’s financial crimes team needed to establish an online knowledge base of all their user manuals for their customer-facing documentation. The documentation included multiple user manuals on accessing and setting the software, software prerequisites for an upgrade or installation, and troubleshooting issues.

Abrigo initially created hard copies of their user manuals and later used HTML Framemaker to create PDFs that customers could download from the website. However, with Abrigo having almost 30 different manuals, they faced multiple issues, such as

• The PDF documents, which ran to 600-700 pages, became too bulky for customers to have in hand.
• It was harder for customers to find the right information quickly.
• It was extremely complicated to make changes because the updated PDFs had to be either sent to customers or customers would have to come onto the website and download the new PDFs.
• Since the files were large, customers sometimes found them difficult to download if internet speeds or bandwidth were low.
• The documentation team also had no metrics or feedback to know how their customers received, appreciated, or used the information.

Solution

Abrigo evaluated several knowledge management platforms in the market before setting up their online knowledge base on Document360. The following features in Document360 made it a suitable choice for them.

• The rich analytics provided by Document360 gave Abrigo insights on their readership increasing, most read articles, and latest trends in terms of frequently searched keywords which guides them on revising and updating their knowledge base continually.
• Feedback manager helps them understand how customers receive and appreciate their content, helping them improve.
• The categories tab on the left (category manager) enhances the process of authoring and organizing new articles efficiently.
• The workflow feature allows the authoring of articles, making edits, adding images & videos, and preparing them for publishing on specific dates.
• The intuitive user interface made using the platform extremely easy for both authors and customers.
• Every time an article or section has been updated, they get tagged. So, when a customer logs into the knowledge base, they can instantly see what has been updated and check it out if it concerns them.
• Allows import of large graphics, which is used for a lot of their step-by-step procedures.
• Permits embedding of almost unlimited images and training videos that are used for their tutorials.
• WISTIA video import function makes the process of embedding videos quick and seamless.
• Homepage builder helped them customize their home page according to brand guidelines and their requirements.

Ben Anderson, Senior Technical Writer at Abrigo says

We have been very impressed with the functionality of Document360 as a platform and the responsiveness of the customer success team on any improvements we would like to see.

Business Transformation

Ben Anderson says that after they set up their online knowledge base on Document360, their readership over two years has increased by 30%. The analytics, which show the increase in readership in terms of charts, also becomes a document that can be presented to management to show the use and impact of their documentation.

The customer feedback, in terms of comments, likes, and dislikes, has also been an eye-opener in their implementation of the training program and changing the design of their platform.

Ben says, “Now internal support teams too have begun using the knowledge base. They just copy the URL to the relevant information in the documentation and send it to customers”. The advanced AI-powered search capabilities and individual categories allow the support team to pinpoint that specific question in the guide to send it to the customer.

Abrigo believes that this helps educate customers on how to self-serve. They have also embedded a link to their product guide within their app, so customers can simply click on it and search for any information they require.

Conclusion

Document360’s easy-to-use functionality and robust features provide a rich authoring experience and insights into customers’ requirements and feedback. The whole platform looks attractive to customers, enticing them to use it more, making it a perfect fit for their requirements.

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Arlington/Roe is a managing general agency and wholesale insurance broker operating throughout the Midwest of the United States. Located in Indianapolis, their staff consists of underwriters, insurance brokers, and risk managers. They offer insurance services to multiple specialties, including Personal lines, Commercial property and Liability (Underwriting and Brokerage), Commercial Auto/Transportation, Aviation, Bonds, Professional Liability, Workers’ Compensation, and Healthcare.

Business Requirement

Arlington Roe had created user documentation for their policy management software and many other I.T. tools. The end users for the private documentation were their internal staff, including brokers and underwriters. Arlington/Roe initially created their documentation on Microsoft Word documents and hosted it on SharePoint. However, it posed a lot of challenges such as

• The documentation looked disorganized.
• The search function did not meet their requirements.
• Many documents were outdated because regularly tracking old documents and updating them was cumbersome.

These issues prompted Arlington Roe to look for a platform to create an online knowledge base where articles were searchable, highly organized, and up-to-date.

Solution

After evaluating various software tools, including HubSpot, WordPress, another solution within SharePoint, and Bamboo Solutions, they finally zeroed in on Document360. The following features made Document360 a perfect fit for Arlington Roe.

• The homepage builder gave them the option to brand it in a way that looks like Arlington Roe’s internal website. It made it easy for them to slide it into the company’s intranet.
• The homepage was also extremely customizable, with CSS and JavaScript options within the portal.
• The intuitive user interface makes it easy for the IT team to create documentation and for end users to navigate the site.
• WYSIWYG editor is straightforward to use to key in articles, edit texts and make any changes.
• Table of Contents feature helps users jump and find the exact information they want.
• Document360’s Google Chrome extension helps them access their web-based software, called ALIS (All Lines Insurance Suite)
• Allows clicking of snapshots of the software being used and putting them into articles, which is an alternate way to show instructions.
• It is easy to name and categorize an article, publishing it under one category or under multiple categories.
• Review reminder options helps them ensure popular articles are regularly reviewed and updated, so information is never outdated.
• The different reader groups feature helps them ensure that their staff only accesses information that they are meant to or applies to them.
• Version history helps them look at changes made, compare two versions side by side and correct any mistakes made.
• The workflow feature ensures all articles are keyed in directly but peer-reviewed before they are published.

Jarren Keck, Software Systems Specialist at Arlington Roe says they upload articles into their knowledge base several times a week, because there are always new issues that need to be addressed or updates on the software.

Document360 helped our online knowledge base look like a clean, simple website with a search function and articles, with photographs and links

Business Impact

The online knowledge base has provided Arlington Roe’s IT staff a resource that they can provide to end users. Jarren says their IT department now can handle many telephone and email queries by just sending a link to the article in the knowledge base.

Document360’s integration with Microsoft Teams, which we use for internal communications, helps us reduce the time we spend on solving the issue and gives our end users the support and resources to solve issues independently. All we need to do is send a link or URL

The rich metrics that Document360 provides also help Arlington Roe understand terms their end users search for, the number of users using the knowledge management tool and geographic locations from where they log in.

Document360 is a great vendor and solution for us in providing an internal knowledge base empowering our end users to self-help

Conclusion

After adopting Document360, Arlington/ Roe, which has knowledge base users from various verticals across the United States, Canada, and India, has found a way to help them seamlessly use their I.T. software. Their users have begun referring to the knowledge base more often after realizing that the information is up to date, easy to use and navigate, and makes their job more efficient.

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Comgate is a Czech company that provides payment gateways and terminals under supervision of the Czech National Bank. While e-shops are provided with payment gateways, payment terminals are provided to physical stores. The 20-year-old company’s clients include startup entrepreneurs, mid-size and established businesses mostly across Czechia, Slovakia, and Poland. The company, which has a license to operate throughout EU with no limit on volumes of payment, is now looking to expand to more countries as a full-fledged provider of payment services.

Business Requirement

With a customer base of more than 15,000 clients and growing, Comgate sought an online knowledge management platform to host their user guides, so their customers could self-serve. They hoped customers could refer to these guides to set up the gateways or terminals and troubleshoot issues rather than contact their customer support team.

Comgate initially tried to build a knowledge base within its website as part of a help section. However, they faced certain issues like

• The interface was designed to add more graphic elements rather than textual information, thus making uploading detailed user guides difficult.
• The platform did not have provisions to structure a knowledge base by creating a table of contents and articles.

Solution

After researching some options in the knowledge management space, they decided to host their user guides on Document360. The following features in Document360 made it a suitable choice.

• Homepage builder made it simple for Comgate to customize the homepage with their logo and color schemes to suit their brand guidelines
• The user interface is easy to navigate for users and authors setting up the knowledge base
• GIFs and video tutorials can be added to articles allowing customers to understand the process in less than a minute if they don’t have the time to read through an article
• Feedback manager enables customers to leave feedback on any article, which allows the team to identify and fill gaps in information, updating the knowledge base regularly

Michal Petrák, Communications and PR Manager at Comgate says,

Document360 made it very simple to create a logical, well-structured knowledge base that includes a list of topics, sub-topics and articles

Business Transformation

Comgate says they have seen a huge shift in their support team’s customer support experience after they published their online knowledge base. Comgate reports that the number of customers who have begun self-serving with the knowledge base has increased, and the duration of customer support calls has reduced. They say their customer support mechanism is a lot more comprehensive now.

Earlier customer calls would run longer because even the basics had to be explained to them and we often had to wait online till they tried our solution and it worked. But now, the support staff sends a link to the relevant article, which is a lot more detailed, allowing customers to find their solutions themselves

Michal also reports that many of Comgate’s customers have begun setting up the payment gateway themselves after referring to the online knowledge base.

The rich metrics also gives them insights into increases in usage, terms and information customers search for but do not find the right results. This prompts technical writers to either change keywords in relevant articles, add tags or split the article making it easily searchable.

Conclusion

Document360’s platform allowed Comgate to structure their online knowledge base logically. The easy-to-use knowledge base and interactive articles filled with pictorial and video elements has also made it attractive for their customers to self-serve.

The post Comgate appeared first on Document360.

Harmonic is an independent fund administrator delivering a range of services and technology to hedge funds, fund of funds, private equity funds, private banks, pension funds, and family offices. With their software and technology, Harmonic supports the global alternative investments industry characterized by varied financial products, trading strategies and markets, shifting investor demographics, and an ever-evolving regulatory landscape. Their software is built to support the range of services Harmonic provides and be a front-to-back office platform for asset managers.

Business Requirement

Harmonic were looking for a central location to store user documentation for their software. They wanted the knowledge base to be privately accessible, with granular access controls to specify who should see what.

Harmonic previously hosted their documentation on a legacy version of Confluence but faced a number of challenges:

• Primitive search functionality made it difficult for users to find the information they were looking for.
• The user interface was not intuitive or easy to use.
• A dated look and feel reduced engagement.
• Restrictions on embedding certain media caused frustration.
• Security and access controls were not flexible enough to satisfy certain business needs.

Solution

Harmonic evaluated the tools on the market and chose Document360 as their knowledge base. The following features addressed their pain points:

• Document360’s user interface was more intuitive and easier to use.
• The technical authors had the flexibility to prepare content with either Markdown or HTML editor.
• The advanced search engine helped users quickly find the information they were looking for.
• Granular access control helped Harmonic with information security and compliance.
• Documentation templates helped authors quickly create new pages and publish according to the Harmonic style guide.
• A variety of media could be embedded directly into the article.

Stuart Broad, Director, Harmonic Fund Services, says

With almost 30 writers on board, Document360’s workflow feature allows for a two-stage peer review process, so first-draft content does not have to be published temporarily before its corrected.

Business Impact

With their user documentation site working as a privately accessed portal, Harmonic has been getting positive feedback from their colleagues on the documentation site both from the reader’s and technical authors’ perspectives. The organization feels a lot more secure about the data on its site, because of the security & privacy controls in place.

Tania Terblanche, Business Analyst, at Harmonic Fund Services says

Document360’s beautiful user interface makes it so much easier to create content. The curated feature-set makes the process streamlined and simple.

Conclusion

Document360’s intuitive user interface and data security measures helped Harmonic establish an extensive internal user documentation site to help their team author and retrieve the information they needed quickly and efficiently.

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UGA finance is a company that helps businesses provide flexible consumer financing options for their customers. They help businesses provide small unsecured loans and establish payment plans for their customers. This is turn helps them achieve more sales. They also have a streamlined process of then handling the loan servicing, including sending payment bills and reminders and collecting monthly EMIs.

The business needs

UGA Finance needed an internal knowledge base to document their collection of internal policies and procedures for their staff of over 100 employees and another external knowledge base for user documentation which includes FAQs. While the internal knowledge base mainly concerns the procedures and checks and balances to be followed before a loan is granted, the external knowledge base is for their customers to access and browse through when they face an issue or require more clarity on for example adding or refusing a customer. So UGA Finance directs customers to their knowledge base through links provided on their website.

UGA finance initially roped in a few developers to build a knowledge base for the above purposes and even used Microsoft word for some of the documentation. But it posed a few challenges like

• Not providing a clear article version history showing.
  1. Who made those edits
  2. When the edits were made
  3. What actions were taken by author
• The number of people, time, and money to use other knowledge bases were a lot higher.

UGA Finance signed up with Document360 after evaluating other tools in the market.

Document360 provided the following features to meet their business requirements of establishing an internal and external knowledge base.

• Markdown editor which technical writers prefer using when writing articles.
• Restricted access based on IP addresses allowing them to put up sensitive, private information on their internal knowledge base.
• Ability to click and upload screenshots of procedures, which helps when doing client demonstrations.
• Version history feature allows writers to exactly show when a change was made in the policy or procedure.
• Audit also allowed them to adhere to many compliance restrictions placed by banks and other states.

Jason Enneking, the chief information security officer at UGA Finance, says:

As a small company, we have a lot of turnover. Document360 has helped us document our procedures and policies so even if people leave, we enable business continuity through documentation and keep moving forward.

This internal knowledge base provided a platform for knowledge sharing thus helping the organization in eliminating business continuity risks. Moreover, it promoted knowledge sharing culture which propelled innovation and collaboration.

Business Transformation

“Document360 was the perfect solution for us to create a database of annually reviewed policies and procedures. It helps us prove with evidence that we are doing daily, monthly, quarterly reviews”

After UGA Finance implemented Document360 they were able to build an internal knowledge base of procedures and policies that were reviewed periodically and complied with regulations of banks and 50 states in the USA where they function in.

The external knowledge base also helped them build a solid customer support system.

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