About BigID

BigID is a leader in data security, privacy, compliance, and governance: enabling organizations to proactively discover, manage, protect, and get more value from their data in a single platform for data visibility and control. Customers use BigID to reduce their data risk, automate security and privacy controls, achieve compliance, and understand their data across their entire data landscape: multi-cloud, hybrid cloud, IaaS, PaaS, SaaS, and on-prem data sources.

The business need

BigID required a private knowledge base to host all its product documentation, including user guides, installation guides, release notes, troubleshooting instructions, and application programming interfaces (APIs). They needed to have their knowledge base private, allowing only their customers with valid login credentials to view it.

Some of the key challenges BigID wanted to address – to keep up with the growth and collaborative nature of BigID – included:

• Articles being edited needed to be locked so that other contributors couldn’t work on them simultaneously. This caused content to be overwritten or lost. They had to develop a complex system of notifications to prevent this, which was error-prone and led to a loss of productivity.
• Poor analytics.
• Limited direct customer feedback channels within the documentation.
• Inconsistent support from their previous solution.

Solution

After evaluating other tools in the market, BigID selected Document360. Dcoument360 provides these features to meet their business requirements:

• Document360’s editor locks an article if a writer is working on it.
• The article version history feature also shows a timeline of article edits, enabling technical writers to track how an article evolved over time.
• The workflow feature helps them manage their peer review process, ensuring only quality verified content is published
• When relating articles in Document360, it automatically creates backlinks to the source article, which saves time for writers who otherwise must create them manually.
• Tags help users find articles on similar topics that they might be interested in.
• The rich analytics gives them quick insights into customer feedback and an idea of how many people are using the documentation and allows them to respond to customer feedback swiftly.
• The extensions feature facilitates integration with Slack, which sends notifications on customer feedback to their email.
• Full CSS control, the ability to add their own JavaScript and access to every page’s HTML, enables them to achieve a high level of customization.
• The option to view and author directly in HTML allows technical writers ultimate flexibility.

BigID now has a solid workflow in place so its team of technical writers can contribute to the documentation smoothly and frictionlessly while also allowing others in the organization to contribute.

Yossi Karp, the Technical Writing Manager at BigID, said,

Document360’s integration with Slack has helped us respond almost immediately to customer feedback on the documentation because everyone on the team gets an instant notification.

Business transformation

Document360 helped BigID create a private user documentation site, hosting more than 550 articles contributed by a growing team of technical writers. Additionally, the deep analytics has helped BigID’s technical writers show management a clear picture of how the documentation is used. The analytics gives them data on:

• The number of people viewing the documentation.
• The most viewed pages.
• Popular searched terms.
• The geographical location of the viewers.
• Likes/dislikes of articles.