About Keypro

A Nordic software leader serving critical infrastructure networks

Keypro is a Finnish software company with over 30 years of industry presence, providing fully equipped network information systems for water utilities, telecom operators, district heating providers, and streetlight owners. Headquartered in Finland, Keypro has a strong presence across Scandinavia and also serves customers in the UK, Germany, and South America.

With around 80 team members, Keypro’s customer base spans both private companies and public organisations — from large utility and telecom companies to municipalities and government agencies — all managing complex infrastructure networks.

The challenge

30 years of manuals locked in static PDFs

Before adopting Document360, Keypro delivered user manuals as PDFs embedded directly inside the product. Customers could open the PDF from within the software — but this approach had compounding limitations that grew harder to ignore.

Before Document360

  • PDFs embedded inside the product, tied to a specific version
  • No way to edit or update documentation after release
  • Zero search functionality — customers had to skim entire PDFs
  • Separate internal and external content caused duplication
  • No structured versioning — older docs caused broken references
  • Third-party developers needed step-by-step guidance for every integration

After Document360

  • Live online portal, always reflecting the latest version
  • Real-time updates synced with product releases
  • AI-powered search (Eddy AI) across all content
  • Single public portal serves customers, internal teams, and developers
  • Version archiving with clean category management
  • Self-service API portal — developers integrate independently
“We were publishing manuals as PDFs rather than using a dedicated documentation platform. That is a little bit from the last century type of idea.”
Tony Virtanen — Product Marketer, Keypro

Aron Pakarinen, Keypro’s Technical Writer and Product Trainer, captured the core usability problem: customers needed to search through documentation, not scroll through pages of a static PDF attached to the product.

The solution

Out-of-the-box and live from day one

Keypro’s search for a documentation platform was guided by a clear principle: no heavy technical overhead. They needed something that worked immediately, was easy to maintain, and could scale alongside regular product releases.

“We just did not want to create any technical challenges for ourselves. We wanted something that is just out of the box and works.”
Tony Virtanen — Product Marketer, Keypro
How Keypro’s documentation workflow now runs
Write & review
Team creates article, assigns reviewer
Approve & publish
Workflow controls gate each release
Version tagged
Tied to major release or patch
Publicly live
Open portal for all audiences
AI indexed
Eddy AI + external tools like ChatGPT

Versioning & category management

Archive older documentation while keeping the latest content front and visible. No broken links between product versions.

API documentation portal

Clean, structured developer portal that enables third-party integrators to work entirely independently — no step-by-step hand-holding required.

Eddy AI (AI-powered search)

Customers and internal teams find information faster. Tony noted that an AI agent on a support portal has shifted from “nice to have” to a customer expectation.

Multi-language & multi-product

All four Keypro products, across multiple versions and languages, managed within a single platform — no separate tools or duplicated effort.

The public knowledge base hosting also unlocked an unexpected benefit: Keypro’s documentation is now openly indexable by external AI tools, including ChatGPT — turning the knowledge base into a passive customer support layer that works around the clock.

“When we started two and a half years back, it was not expected that you would have an AI agent on top of your support portal. Now today it is almost a must-have.”
Tony Virtanen — Product Marketer, Keypro

Business impact

From the documentation stone age to the modern era

“Document360 took us from the documentation stone ages to the modern era. From shipping PDFs on floppy disks to everything being online, up to date, and continuously updated.”
Tony Virtanen — Product Marketer, Keypro

A public window to customers

Aron describes the support portal as “our window to customers” — combining user manuals, release notes, policy updates, and terms of service in one always-accessible place.

Developers go self-serve

The API portal shifted third-party integrations from guided developer support to a fully independent self-service model. Technical teams build add-ons and modules on their own.

Internal reference, zero duplication

Team members now use the same public portal to check release notes, review API docs, and refresh their knowledge — eliminating the need for separate internal documentation.

Default to public

Document360 triggered a mindset shift: if content is useful internally and can be shared, it gets published. Duplicate documentation for internal vs. external audiences is eliminated.

“Our support portal with Document360 has become our window to customers. It’s not just static manuals, it also works like a newspaper for sharing updates, while serving as a reference for policies and terms.”
Aron Pakarinen — Technical Writer & Product Trainer, Keypro
“The API documentation feature has been a crucial change for us. For third-party integrations, it shifted our approach from guiding developers step by step to enabling a self-service model.”
Tony Virtanen — Product Marketer, Keypro