Business Background

MD Revolution is a technology-driven company specializing in remote care management for healthcare systems, hospitals, and specialty clinics across the U.S. With over a decade of experience, it offers its proprietary RevCare platform as a SaaS solution, as well as Full Service end-to-end option to manage remote care as an extension of the practice. Initially founded by Dr. Samir Demani, a practicing Cardiologist, to support Chronic Care Management (CCM), the platform has evolved over time to address broader care coordination needs for clinicians.

Business requirement

Three years ago, MD Revolution recognized the need for a secure and organized knowledge management system (KMS) to streamline access to internal information. Their documents were scattered across their intranet, including training docs, FAQs, Clinical Manuals, and video tutorials. This decentralized file-sharing approach over a decade became inefficient as the company expanded Clinical teams and SaaS solutions to begin training external customers and clinicians.

Jesse Craig, Associate Director of Product Management, MD Revolution adds,

Medicare changes every year, so version control is critical.

MD Revolution faced several challenges with its existing systems:

• Knowledge was dispersed across various documents and formats, including training materials, FAQs, Clinical Manuals, and videos, making it hard to access.
• File sharing application did not allow for content categorization which made finding information difficult.
• With no version control, team members often had various versions of a single article.
• File sharing application lacked proper categorization of data, leading to messy, multilayered documentation with multiple article versions. Collaboration became harder as the team grew and went remote, often unknowingly duplicating content.

Jesse says,

Our file sharing tool became messy as we grew remote, making it harder to collaborate and update documents quickly.

• MD Revolution needed to ensure proprietary information was accessible only to authorized users.

Business Solution

MD Revolution selected Document360 to create a scalable and efficient documentation system tailored to its unique needs. The platform addressed their challenges effectively, offering features like:

• Version control: Helped streamline documentation by reducing duplicates and outdated versions across multiple teams.
• Collaboration-friendly: Enabled clinical, development, and other teams to consolidate information, eliminating redundancies and improving teamwork.
• Centralized access: Provided a single source where all articles, manuals, and how-tos were up-to-date and easily accessible.

Jesse Craig says,

The way our process got streamlined with Document360 was a night-and-day difference compared to our earlier system. That helped our Clinical team leads.

• Reader group feature: Allowed compartmentalization of proprietary clinical manuals, preventing user confusion and ensuring restricted access where needed.
• User-friendly interface: Simplified article creation and uploading, supporting multimedia elements like screenshots and videos, and offering movable folder structures for better organization.
• Customization options: Enabled tailored landing pages with personalized colors, logos, and a built-in footer disclaimer for consistency and professionalism.
• Integration with Zendesk: Streamlined ticketing and handling of user requests by linking directly with their support system.
• Secured access via Single-Sign-On: Ensured that only authorized users could access the platform, for security purposes.

By implementing Document360, MD Revolution established a robust knowledge management system, improving both team efficiency and user satisfaction.

Business impact

The implementation of Document360 significantly improved satisfaction among the clinical and team leads by providing a single, centralized location to access up-to-date and accurate documentation.

Document360 addressed support needs by drastically reducing the reliance on the development and product teams for assisting SaaS customers. With the ability to self-serve, customers now have access to a comprehensive FAQ and manual section, which not only elevated the user experience but also solidified the platform’s credibility.

Jesse Craig says,

With Document360 that walks our customers through all the how-to stuff, which is a daily need, our support cost is reduced.

Jesse adds,

We analyze quarterly article usage to show leadership how Document360 drives value and impact within our RevCare application.