How Document360 Internal Knowledge Base Helps in Reducing Silos: 3 Real-Life Case

One of the biggest problems that organizations have is silos. When teams work in silos, it delays processes, causes ambiguity, and sometimes redundancy. When the employees cannot freely seek, retrieve, and transfer knowledge, work output decreases, and communication is hampered. 

An accurate internal knowledge management structure can eliminate these barriers by connecting people and information effectively and efficiently. Document360 ensures that businesses have a single point of reference as a platform. This is to ensure that organizations’ teams have access to, can share, and update essential information easily. It keeps everyone on the same page and ensures that everyone is on the same wavelength to deliver the set goals and objectives. 

As you read this article, we will take you through three case studies where businesses apply Document360 to break down silos. From these case studies, we can draw the lesson that having a better knowledge-sharing system in an organization makes it a much more integrated entity. 

Let’s get started!

How Document360 Internal Knowledge Base Helps in Reducing Silos?

An internal knowledge base is a centralized hub that enhances collaboration and improves information sharing. It is essential for organizations to adopt a knowledge-sharing culture. Document360 enables collaboration and reduces organization silo working by acting as the organization’s knowledge base.

How?

As a Centralized Information Repository

With Document360, companies can store and organize all critical information in one place. This ensures that employees, regardless of department, have access to the same up-to-date resources, minimizing misunderstandings and improving workflow efficiency. 

For example, (Un)commonLogis used Document360 to break down departmental silos. Employees could quickly find the information they needed, such as project guidelines or company protocols, significantly reducing delays caused by searching for scattered data. 

Through Cross-Departmental Collaboration

There is improved cooperation between teams since Document360 provides them with a common workspace. It can be used to capture processes, write updates, and work in real time on projects in a team. With everyone on the same page, it’s easier to maintain consistency across departments.

Research bodies selected Document360 to create an in-house knowledge base; they store all the knowledge in one place. This makes it possible for them to communicate strategic information like standard operating procedures and troubleshooting guides thus onboarding service desk staff and enhancing customer support. The internal knowledge base is a means of creating transparency in business processes, training employees in different departments, and documentation of products.

Rather than relying on several documents from different sources, Document360 makes onboarding easy as it ensures that new employees can access the training information together with company policies from one source. As a self-service approach, it speeds up learning and minimizes reliance on  older experienced employees for consultations

Knowledge Retention

Document360 also makes it possible to capture organizational memory in organizations with high employee turnover. Employees can describe their experiences and procedures in the current knowledge base, which will be helpful for those who follow them. This helps preserve valuable product knowledge for sales and sales documentation, ensuring that important insights and processes are not lost.

Real-life case studies of how Documents 360 Helped in reducing silos

Below are real-life case studies of organizations having a better knowledge-sharing system.

Harmonic

Business Overview

Harmonic is an independent fund administrator located in George Town, Cayman Islands which delivers services to hedge funds, private equity funds, and financial institutions. Its software serves the world’s global alternative investment industry offering front-to-back office platforms to asset managers.

Challenges

Harmonic noticed several problems when it used Confluence for documentation.

• The search functionality was ineffective, making it hard for users to find information.
• There was a poor user experience on the interface because it was old thereby attracting low traffic.
• Media integration was constrained in documents, which adversely affected content quality.
• Lack of flexibility – Both security and access controls did not meet the organization’s requirements.

Solution

Instead of creating documents in Word and storing them on the shared drive, Harmonic selected Document360 for knowledge management.

Document360 Offered

• A user-friendly interface for easier content creation and navigation.
• Ability to make use of markdown or html editor while preparing the content.
• Search options to allow people to identify content they are interested in easily
• Granular access controls to enhance security and compliance.
• Predefined template to speed up the process of coming up with content.
• The ability to insert different types of media into articles.

Key Takeaway

Through migration to Document360, Harmonic addressed problems concerning searches, user interaction, and security. Document360 offers a simple and friendly user interface which, together with extended features, helped our team enhance internal documentation processes, further facilitating the work and allowing employees to focus on the content rather than on navigation or missing functionalities.

Panaya

Business Overview

Panaya is a premier testing and impact analysis solution supplier for large companies using ERP systems like SAP, Oracle, and Salesforce. Located in Hod Hasharon, Israel, Panaya’s change intelligence software predicts changes that affect ERP managers’ or CRM administrators’ plan upgrades or new features to affect a seamless changeover.

Challenges

Panaya faced several challenges with its previous knowledge management platform.

• Users complained of having difficulty searching for content that best suited them, which distorted the experience.
• No Versioning or Workflow Features: This hindered collaboration and content updates, making it difficult to track changes.
• The platform did not offer enough flexibility in terms of design and usage for both internal and external purposes.

Solution

Panaya turned to Document360 to resolve these issues.

Document360 Offered

• Making content easier to create and easier to navigate to, thus increasing usability overall.
• They could easily locate the information of particular interest to them, making work much easier.
• It ensured easy collaboration, as team members could work on the content in real-time while keeping track of the changes.
• Offering information on the specific customer concerns, the most popular articles, and the potential for development.
• Enabled Panaya’s sales team to set up a secure internal Use Case repository; the change improved the ease of document sharing within the company.
• CSS and JavaScript features proved helpful, allowing Panaya to make the documentation site responsive to screen size and resolution.

Key Takeaway

The case of Panaya showed that the switch to Document360 tackled issues such as search functionality, collaboration, and content management. Document360 allowed them to improve customer satisfaction with their employees through the easy-to-use yet powerful interface, a robust set of tools, and further customization options. Using Document360, the company was able to significantly improve customer as well as employee satisfaction due to the easy-to-use interface. Also, its powerful features, and availability to customize according to one’s needs for better knowledge management and access experience.

(Un)Common Logic 

Business Overview

(Un)Common Logic is a digital marketing agency located in Austin, Texas. It specializes in paid media, search engine optimization, conversion rate optimization, social media marketing, and analytics.

Challenges

• Information was scattered across platforms like SharePoint, OneNote, and emails.
• There was no efficient search and retrieval for documents; this was an inconvenience when looking at documents. 
• There was no version control, which made content updates very difficult.
• Moving from one section to the other was cumbersome, especially due to poor organization; in some areas, employees had to bookmark or try to remember the links.

Solution

(Un)Common Logic adopted Document360 to help consolidate internal sources of knowledge.

Document360 Offered

• Easy-to-use features for fast navigation to relevant content
• Version control is used to update a particular document and keep track of its changes.
• Options to modify according to the customers’ brand preferences.
• Analytics to determine which content users need and which of it is missing.

Key Takeaway

Document360 allowed (Un)Common Logic to establish a unified and easy-to-use knowledge base. It enhanced the search capabilities for information needed for decision-making, minimized compartmentalization of data, and made it easier to organize and access content.

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Commonly Used Document360 Features (Based on the above case study)

Advanced Search Functionality

The basic or simple search enables users to input simple search queries to locate content easily in a vast database available on Document360. At the same time, it employs filters and a keyword search method to display the matching results.

For example, let’s picture yourself as the team manager of a product knowledge base with hundreds of articles. When the user enters ‘reset password’ under the search, advanced search will only return articles about password resetting, excluding other topics. As for filtering, users can apply categories or tags, such as ‘troubleshooting’ or ‘frequently asked questions’ to work with.

This makes sure users complete their search faster and, hence, makes their experience a much better one.

Version Control

Version Control in Document360 lets you handle various versions of your Knowledge base articles. It helps track those changes, and you can switch to the previous ones if you wish.

Suppose you have an article titled How to Reset Your Password. 

Version 1: You write the original article that will be posted on the blog. 

Version 2: You add new steps in the article after a new software version has been released. 

Version 3: Another edit to fix a typographical error or to insert a screenshot. 

With Document360’s version control:

You can observe the timeline of edits to the article. If you want to go back to a previous version, for example, go back to Version 1; you don’t have to worry since it can be restored.

Also, you can compare the differences with the other version to see what changes were made. 

This keeps your documentation consistent and credible throughout the years. 

User-Friendly Interface

One of Document360’s major strengths is its simple, intuitive interface, which users can easily use to create knowledge articles and share them with others.

For instance, its simple editor helps the users write and format content without technical skills. This is because the Home Page Builder assists firms in designing a familiar-looking knowledge base for their users.

Also, using the search function, you can quickly locate articles of interest, which would otherwise take a lot of time. These features help direct those seeking information, including staff and customers, to where such information can be found.

Customization Options (CSS and JavaScript)

Document360 allows users to customize their knowledge base to match their brand using CSS (Cascading Style Sheets) and JavaScript.

CSS Customization

The CSS and JavaScript options with Document360 enable users to style the knowledge base with their company’s branding.

Example:

You can add CSS code to change the knowledge base’s background color to blue.

JavaScript Customization

JavaScript allows you to add interactive features or modify the behavior of your knowledge base.

Example:

You can add a JavaScript code if you want to display an alert message when a user opens a specific page.

These customizations help tailor the knowledge base to your brand’s guidelines and provide a more personalized user experience.

Homepage Builder

Document360’s Homepage Builder is a feature that lets users build custom and branded homepages for their knowledge base without any coding skills. It provides templates, and drag-and-drop tools to build pages in step with a company’s image.

For instance, if a firm wants its knowledge base to look like its website, it introduces its logo, brand colors, and preferred navigation options using the homepage builder. This makes the environment familiar and easy to work with, especially for the staff and clients looking for their documents. 

Rich Analytics

Document360’s robust analytics feature provides insights into how users use the knowledge base.

It assists in identifying which articles are most read or seen most frequently and whether users are having challenges somewhere.

Example:

Let’s say you have an article titled “How to Fix Login Problems.”

• Include how many times the article has been viewed.
• What keywords were audiences searching when they landed on your website?
• If users liked what was read in the article as determined from the feedback ratings.

With this data, you can enhance content regarding users’ demands and upgrade efficient customer assistance and a useful knowledge base.

Feedback Manager

Feedback Manager is a tool in Document360 that allows teams to gather feedback on knowledge-base articles.

How It Works

• User Feedback Collection: It allows users to like an article or leave a message whether the information was useful or the user had difficulties understanding it.
• Actionable Insights: The feedback is discussed with the content team, who then looks for ways to enhance or update outdated information.
• Continuous Improvement: Articles are developed based on actual users’ recommendations, and thus they remain relevant and informative

Example:

For instance, if a customer is reading an article and they feel that some steps are missing; they leave some feedback about this. The support team gets to go through this input and edit the article so that those who will come after will be enlightened.

Category Organization

Organizing categories in Document360 provides an orderly way of organizing content in your knowledge base. It lets you categorize the relevant articles in a manner that enables users to get the information they want easily.

Example:

• Categories could be based on Product Features, Troubleshooting, and Account Setup.
• In the Product Features, you can have articles within the framework of various aspects such as Feature A Overview, How to Use Feature B, etc.
• The Troubleshooting category may comprise articles such as How to Solve Login Worries or How to Succeed with Payment Concerns.

This organization guarantees that users can find and locate content easily and efficiently.

Conclusion

Document360’s internal knowledge base isn’t just a tool for organizing information—it’s a solution for breaking down silos and fostering better collaboration across teams. Creating a single, accessible source of truth helps employees communicate more effectively, work together seamlessly, and consistently serve customers. These real-life case studies highlight how companies have used Document360 to simplify processes and boost efficiency. If you’re looking for a way to connect your teams, share knowledge easily, and reduce gaps in communication, Document360 is the perfect solution for your business

An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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