About Avanti

Helping Canadian organizations simplify HR and payroll for over four decades

Avanti Software is a Canadian HR and payroll software provider with more than 40 years of industry experience. Serving hundreds of organizations across Canada, Avanti helps businesses manage payroll, workforce management, and HR processes.

As customer expectations evolved, Avanti needed a more scalable way to deliver knowledge, reduce friction in support journeys, and ensure customers could find answers independently — without expanding the team behind it.

The challenge

Valuable knowledge existed. Finding it was the problem.

Before adopting Document360, Avanti managed documentation across multiple disconnected systems. Content was authored in Confluence, published through Freshdesk, and maintaining consistency between the two required significant manual effort. The two platforms could not integrate.

Publishing was often cumbersome, formatting issues were difficult to catch before release, and customers struggled to quickly locate answers. The team also lacked visibility into what users were searching for and where knowledge gaps existed.

Before Document360

  • Documentation created and published across separate platforms
  • Confluence and Freshdesk could not integrate, creating publishing issues
  • Manual, cumbersome publishing workflows
  • Limited visibility into customer search behaviour
  • Customers needed exact keywords to find information
  • FAQ creation was manual and time-consuming

After Document360

  • Single authoring and publishing experience
  • Seamless Freshdesk integration with contextual help widget
  • Streamlined publishing and updates
  • AI-powered analytics reveal content gaps
  • AI Search understands natural-language queries
  • AI-powered FAQ generation accelerates content creation
“Publishing was an absolute nightmare before Document360. Now it’s so easy.”
Liz Seymour — Client Enablement Team Lead, Avanti Software

Knowledge discovery depended heavily on support interactions, and it was difficult to identify which documentation was missing. Avanti needed a single platform that made publishing effortless, surfaced answers instantly, and showed the team exactly what customers were looking for.

The solution

AI-driven knowledge management for a lean team

Avanti selected Document360 to simplify publishing, improve discoverability, and create a scalable self-service experience for customers. What started as a documentation modernization project quickly evolved into a knowledge strategy powered by AI and analytics.

“With Document360’s AI, clients no longer have to find the exact terms or keywords they’re looking for. They type their question the way they think about it, and the answer is right there at their fingertips.”
Liz Seymour — Client Enablement Team Lead, Avanti Software
How Avanti’s self-service knowledge loop now runs
Ask naturally
AI Search understands plain-language questions
Answered instantly
Relevant answer surfaced at their fingertips
Gaps revealed
Analytics show what customers search for
Content created
FAQ Generator + glossaries close the gaps
Tested & live
Sandbox to production by a team of one

AI Search

Instead of requiring exact keywords, customers ask questions naturally and quickly surface relevant answers — the most impactful capability for Avanti.

FAQ Generator

Quickly creates supporting content around common customer questions. Combined with search insights, the team expands coverage faster with less effort.

Analytics that drive decisions

Rather than guessing, Avanti uses analytics to identify search trends, uncover knowledge gaps, and prioritise what gets documented next.

Seamless Freshdesk integration

Customers search the knowledge base, use the embedded help widget, and escalate to support only when needed — self-service stays the first stop.

Over the last two years, Avanti progressively introduced AI Search, the FAQ Generator, glossaries, knowledge base widgets, and chatbot experiences. Because features can be tested and deployed quickly, a single documentation owner can continuously improve the customer experience without significant operational overhead.

Business impact

A smarter way to serve customers

“Your AI and analytical tools have really helped. Being able to see exactly what clients are searching for helps us figure out where our misses are.”
Liz Seymour — Client Enablement Team Lead, Avanti Software

Customers find answers faster

AI-powered search removes the dependency on exact terminology, helping users discover answers more quickly and independently.

Content improves continuously

Every search becomes a signal. Analytics help identify missing content, understand customer intent, and guide future documentation investments.

Documentation scales with a team of one

Despite supporting more than 240 organizations, Avanti’s documentation operation is managed primarily by a single dedicated specialist.

Higher knowledge base adoption

Avanti has seen consistent growth in help center usage and engagement — a 30% year-over-year increase since implementing Document360.

“The measure of a good knowledge base is how rarely clients have to ask the same question twice. With Document360’s analytics, we know what they’re asking and can make sure the answer is there the next time anyone asks.”
Liz Seymour — Client Enablement Team Lead, Avanti Software