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Business Background

aixigo is a provider of API-based Wealth Management software. Their product BLOXX is one of the sought-after wealth management platforms across Germany, UK, and other parts of Europe. Their clients include banks, financial service providers, and wealth managers who are looking to digitize their service offerings. Their platform BLOXX allows customers to combine the capabilities of multiple software modules for various specific tasks such as portfolio analysis, financial planning, etc

Business Requirement

aixigo was looking for a knowledge management platform to host their customer-facing documentation describing how the different modules of BLOXX work, how they can be combined to achieve certain goals, use cases, and also an option to try out the different APIs. The aixigo team has also established a “Partner Academy” on their knowledge base, which guides existing and potential partners.

aixigo initially tried hosting their documentation on another content management platform. However, they faced multiple challenges.

  • The platform did not have a table of contents, so it was difficult to organize their information and for customers to navigate to the information they were looking for.
  • The search functionality was also inadequate, so customers found it even harder to find information quickly.
  • The user interface was very unintuitive, so it was difficult to understand how to use the platform. As a result, only a few people were actively working with it.
  • It was also difficult to edit existing content.
  • Designing the platform was complicated, which led them to hire an external provider for the task.
  • Customers found it difficult to give feedback without a table of contents. They were screenshotting specific sections and sending them to the customer support team with any feedback.

Business Solution

One of the senior technical writers at aixigo, Charlotte Wallbrecht, first came across Document360 at the TC World conference in Stuttgart. She got to see the platform and meet some customers using the product. After researching and trying out a few more knowledge management platforms in the market , they finally zeroed in on Document360. Some of the features that made Document360 a perfect solution for aixigo include:

  • Custom CSS and Javascript allowed them to style the support site with their choice of font, color and design and build their solutions on the platform like API documentation.
  • The table of contents or categories section helped them organize their content based on topics, making the information more easily accessible for their customers.
  • The user interface and multiple authorship features facilitate creating new articles.
  • Allows reorganizing of the content any number of times including moving articles to another category or placing a whole subcategory under a different heading.
  • The availability of the block editor option ensured that people who did not know coding or HTML could still easily create and format articles.
  • Single sign-on streamlined access to the platform for both internal users and customers.
  • The workflow feature allows the 18 people in aixigo who work on the documentation to put in place a seamless peer review process, ensuring only accurate and quality information is published.
  • The rich analytics provided by Document360 gives the aixigo team a lot of insights into how customers engage with the knowledge base platform.
  • The feedback manager has made it simple for the documentation team to receive customer feedback and make the necessary changes.

Christina Dorfler, Senior Associate Community Management, at aixigo says,

During the trial period itself, we could set up the articles and categories well and make it appear in our colors. This gave us a great first impression on how working with the tool was going to be.

Business Impact

aixigo says that a year after they moved their documentation to Document360, they began receiving feedback regularly on articles from customers. They say their knowledge base has also expanded in terms of articles and information, because it is so easy to create and publish articles.

The analytics also show a gradual and consistent increase in the number of platform users.

Christina says,

We are getting great feedback from our management too and more people internally have begun using the platform.

Some of our customers and seniors have even commented,

Oh wow! We have never seen a documentation platform like it,” says Jonas Pommerening, Head of Developer Relations at aixigo.

The aixigo knowledge base has now become a marketing tool, which their sales representatives showcase while pitching the product to potential customers.

Conclusion

For a scaling company like aixigo which functions in a highly regulated industry like finance with enterprise customers, it is critical to have an easy-to-use, scalable knowledge management platform like Document360. Thus, the platform which specializes in making information easy to find and appealing was a perfect fit for the software company.

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