Business Background

Cymulate is a Security and Exposure Validation Platform that simulates breaches and attacks, allowing companies to test and validate their security controls across their IT environments. It identifies risky threats, dangerous attack paths, unknown gaps, and suggests ways to fix them using existing security control tools. This enables organizations to prevent cyber-attacks. Cymulate’s customer base spans the globe, including the US, Europe, South America, Australia, and Asia.

Business Requirement

Cymulate needed an online documentation tool to host their user guides, installation guides, step-by-step tutorials, release notes, and other product-related documentation. Previously, they hosted all their user information on a customer success community platform. However, as their business expanded, they faced certain challenges with the platform:

• Being primarily a community platform, it lacked a structured way to organize information.
• There was limited categorization for content, making navigation difficult.

Cymulate sought an online documentation tool that was lightweight but professional, and easy for customers to navigate.

Business Solution

After researching various market options, Cymulate found Document360 to be the perfect solution. The following features made it ideal for their needs:

• The ability to reuse content through snippets and variables, making updates faster and content generation more efficient.
• Link analytics, which manage links by highlighting broken ones and allow linking to other articles, helping readers to dive deeper into the information.
• Glossary pop-ups, which allow readers to view definitions of terms without leaving the content, enhancing the reader experience.
• The KB widget, which provides contextual help on specific pages of their website, reducing the need for readers to open another window.
• Direct import of articles from Microsoft Word.
• Custom CSS and Javascript, allowing Cymulate to customize the documentation site’s look and feel to match their website.

Cookie Solomon, Technical Writer at Cymulate, says,

Document360’s easy-to-use editor, content reuse capabilities, and rich analytics have significantly improved my workflow. The ability to see what users have visited and searched for on our knowledge base allows us to offer more targeted and effective support, making Document360 an invaluable tool for our team.

Business Impact

Since moving to Document360, Cymulate has received positive feedback from both customers and internal teams.

Cookie Solomon says,

We’ve received great feedback on how amazing the knowledge base is.

Additionally, internal usage of the site by the customer success teams has increased drastically. Emily Rosenfield, Product Operations Team Lead at Cymulate, adds,

The customer support team are resolving queries much faster with Document360. They conveniently share links to the exact information customers are looking for.

Conclusion

For a rapidly growing company like Cymulate, with a global customer base that includes enterprise organizations like Euronext, Quilter, and DMGT, it was critical to have professional, easily navigable, and accessible documentation. With only a single technical writer, the documentation tool also needed to be simple to use. Document360 addressed all these requirements, making it the perfect fit.