Jarren Keck
Software Systems Specialist, Arlington/Roe
“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 is send a link or URL”
Location
Indianapolis, IN
Industry
Banking & financial services
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.
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
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.
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.
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
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
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.
"We are sure Document360 will be a game changer for us, with its search functionality and translation capabilities, in helping people access information quicker."
"Document360 made it very simple to create a logical, well-structured knowledge base that includes a list of topics, sub-topics and articles"
"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."