Transforming Policy and Procedure Documentation: 3 Success Stories with Document360

If you sent someone on a journey, you wouldn’t send them off without a map, right?

Well, that’s exactly what you’re doing when you ask employees to do their jobs without providing the proper policies and procedures.

Documenting policies and procedures in your organization is critical for sharing knowledge, passing on lessons, and enhancing growth. Policies and procedures inform employees how to complete certain tasks step-by-step, according to the organization’s aims and external regulations. These policies and procedures should be held in a centralized knowledge base.

Policy and procedure manuals, or even standard operating procedure systems (SOPs) ensure that tasks are completed correctly no matter who performs them, ensuring that you get the right outcome every time. This results in standardization and compliance. This internal documentation is like having a manual that employees can consult so they don’t have to ask colleagues, or rely on memory, which can be continuously updated and distributed to employees around the globe. 

It’s easier to standardize tasks when you rely on policies and procedures for all colleagues. You can reduce mistakes and improve quality workflows with these documents, improving efficiency and reaping back gains of a monetary value.

How Does Document360 Enhance the Policy and Procedure Documentation Process?

Document360 is a powerful internal knowledge base software that can be used as a standalone knowledge base for your policy and procedure documentation.

• Easy-to-use editor: you can easily create your documentation with the WYSIWYG or Markdown editor depending on your preference.
• Workflow management: design and automate your documentation workflow articles so you can produce high-quality documentation every time according to your team’s own pace.
• Customizable branding: Using HTML and CSS, design your knowledge base to look exactly as you want it to, depending on your company’s branding.
• Robust search and quick navigation: help users find the pages they want with AI search and navigation that promotes easy access to the knowledge base. Be kind to mistyped spelling as the AI will still return the correct answer.
• Secure access with reader groups and restrictions: allow only select users and groups to access the knowledge base with password protection and authentication. This keeps some of your knowledge base private, or you can make it all public.
• API integration for streamlined workflows: link your apps together with Document360’s API to pass data between your different applications, creating a unified dashboard.
• Version history for tracking changes: look back at past iterations of your documentation, see how it changes over time and revert. Collaborate effectively as a team on your documentation even as the information changes.

Real-Life Case Studies of How Document360 Helped in the Policy and Procedure Documentation Process

1) Arlington/Roe

Business Overview: Arlington/Roe is a managing general agency and insurance broker covering the United States Midwest. Their insurance services cover multiple areas such as Personal lines, commercial property, liability, and commercial/auto transportation.

Challenges: Arlington/Roe was using unsuitable tools to create their documentation. They were using Microsoft Word and SharePoint for policy management software for their internal staff, but the search was poor and documentation was disorganized.

Solution: They turned to Document360 after considering alternative tools such as HubSpot. Features they particularly liked were the homepage builder for branding their internal website customizing it with CSS and JavaScript. Review reminders tell them when articles need to be updated, and version history helps them track changes.

Key Takeaway: The knowledge base is a valuable resource for end users. The IT department can field many telephone and email queries by sending a link to the knowledge base. Document360’s integration with Microsoft Teams allows the team to simply send a URL to users when they get in contact with an inquiry. Document360 empowers users to self-help with a highly organized, searchable knowledge base. Users are turning to the knowledge base of their own accord because they know it’s up-to-date.

2) Better Life Partners

Business Overview: Better Life Partners is a business that helps underserved individuals achieve healthier lives by providing integrated mental health and medical care for those living with substance misuse disorders, such as medication-assisted treatment and supportive group counseling.

Challenges: In serving thousands of members to support their whole-person health, procedures for staff members must be easy to find and continuously updated, along with version control to track changes. They were using Google Drive for their documents but it wasn’t effective for managing their policies and procedures. It was difficult to distinguish between the draft, review, and publishing phases, or create a built-in table of contents.

Solution: Document360 meets all their needs by enabling them to publish articles and share them with other team members. It integrates with their proprietary EHR (Electronic Health Record) system. They can use Document360’s API to share private documentation selectively with contractors outside the organization. They are especially pleased with the search feature.

Key Takeaway: Document360 centralizes all the documentation in one place, allowing the export of articles for external review by accreditors. Integration with internal software has saved much work time and Document360 has also helped them with article organization.

3) UGA Finance

Business Overview: UGA Finance is a company that helps provide flexible business solutions to customers for financing options. Businesses can obtain small unsecured loans from UGA Finance and establish payment plans. They also must streamline the process of handling loan servicing including sending bills and reminders.

Challenges: UGA Finance required an internal knowledge base to document their collection of internal policies for a staff base of over 100 employees, and also needed a public knowledge base for eternal user documentation. The internal knowledge base covers features, checks, and balances to be followed before a loan is granted, while the customer knowledge base is for customers who have issues. While they used developers to build themselves a knowledge base, alongside Microsoft Word, this solution was not quite sufficient for their needs. For example, it didn’t provide a clear version history and the cost of investment was much higher.

Solution: Document360 was the right solution. They met the business requirements of UGA Finance such as a markdown writer for technical writers, restricted access based on IP addresses, the ability to select screenshots for procedures, version history and auditing to adhere to compliance restrictions.

Key Takeaway: Document360 was the perfect pick for UGA Finance to create a database of annually reviewed policies and procedures. They used Document360 to build an internal knowledge base of procedures and policies to be reviewed periodically, ensuring they were compliant with banking laws across the whole 50 states of the USA.

Conclusion

When it comes to policy and procedure documentation knowledge base tools, Document360 is the clear winner. It covers all the key features like version control, custom design, workflow, ticket deflector, and more. Eddy integrates AI into the whole of the Document360 system so you can have smart search, AI article writer, and meta tag generator.

Instead of spending hundreds of man-hours hacking together your knowledge base, Document360 is a ready-made solution tested on thousands of clients. You can be sure that Document360 will meet your every documentation need, and scale as your business grows. Your policies and procedures are fully protected in a private knowledge base that select customers or employees can search.

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

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