Business Background

Integrated Database Systems, Inc. (IDS) is a US-based B2B company that offers a complete homecare management solution for homecare agencies called Generations Homecare System.

Generations simplifies daily operations while ensuring compliance. From scheduling and billing to Electronic Visit Verification (EVV) and reporting, the platform streamlines processes and enhances care outcomes.

Generations provides essential tools for administrators, caregivers, and recipients and has customers across the US and Canada. Integrated Database Systems, Inc. and Generations Homecare System were acquired by HHAeXchange in July 2024.

Business Requirement

Generations Homecare System sought a documentation solution to provide 24×7 support for their customers, who were primarily homecare agencies using their software. They required a platform to host their step-by-step guides, tutorials, and essential resources to streamline their processes.

Generations was initially writing documentation on Adobe RoboHelp and hosting on a privately owned server. However, the need for an advanced documentation platform became critical following a significant shift in the homecare industry. U.S. agencies were mandated to implement Electronic Visit Verification (EVV), requiring caregivers to clock in and out of work. This new regulation called for frequent updates to documentation across all 50 states. In this scenario RoboHelp, presented several challenges:

• A time-consuming, multi-step update process required offline changes to be compiled and manually uploaded, often taking up to 24 hours to go live.
• Delays in updating documentation left support staff and clients without timely information on new software features.
• The program could also reside only on one person’s computer and only one person could work in the software at a time which delayed updates and limited collaboration possibilities.
• RoboHelp’s poor compatibility with server-based environments created additional inefficiencies.

These challenges highlighted the need for a faster and more collaborative documentation solution to meet industry demands effectively.

Business Solution

After extensive research on Google, the Generations team realized Document360 could be an ideal solution to address their documentation challenges. Document360 transformed their approach to managing and updating their knowledge base, keeping pace with the dynamic requirements of the homecare industry with its user-friendly interface and features like:

• Quick and category-specific updates: Document360 enabled quick updates to meet diverse EVV (tracks caregiver check-ins and check-outs electronically for compliance in homecare services) requirements, including complex scenarios with multiple aggregators.
• Improved readability and comprehension: Health check metrics ensured that content met appropriate reading levels, making it accessible and easy to understand for users of varying expertise.
• Enhanced analytics for informed decisions: Document360 provided analytics that tracked article performance, user engagement, and popular content. It helped to prioritize updates and ensure documentation aligned with user needs.

Julie says,

It feels like we went from walking along a dirt road, to using a rocket ship—it handles both complex situations and simplest updates, like correcting a spelling word, in just a minute.

• Comprehensive feedback tracking: Features like feedback manager and link status enabled the team to identify areas for improvement, making their knowledge base remain relevant.
• Integrated rich media: Incorporating videos into articles educated users more effectively and encouraged meaningful engagement with support staff.
• Real-time updates: The ability to instantly publish changes meant users always had access to the latest information, bridging the gap between software updates and user documentation.

Julie says,

Document360 blew the other software out of the water.

Business Impact

The introduction of Document360 revolutionized the support process for the team.

Julie Wallace says,

Document360’s agility helped us resolve queries faster, empower our support team, and accelerate our growth.

By addressing simple, repeated questions effectively through a well-structured Help site, the team noticed a significant shift in user engagement—from basic queries to more advanced, complex questions. This transition highlighted the improved understanding of the product among users, driven by the accessible and easy-to-navigate documentation.

Julie Wallace explains,

These days, support relies on the Help site as a one-stop shop: it has everything you need to use our software, including step-by-step tutorials, FAQs, and more.

With a 24×7 support site, comprehensive tutorials, and detailed step-by-step guides readily available to clients, Document360 supports the company’s marketing and sales efforts.

Julie Wallace says,

The availability of extensive help and resources has become an essential tool for marketing and sales.

The transformation to Document360 has streamlined the support portion of the business, improving internal efficiency and elevating customer satisfaction.