Business Background

Mogli is a US-based software product company whose app—Mogli —sits on top of Salesforce. The product is an elegant and easy-to-use Mobile Engagement Solution built for Salesforce that helps businesses connect and engage with their stakeholders at scale. With SMS Text Messaging, WhatsApp, and Mobile First Scheduling, Mogli enables their clients to make every touchpoint matter by delivering hyper-personalized engagement with efficiency and ease.

Mogli has 700+ customers spread across the globe.

Business Requirement

Mogli is a bootstrapped company that has pivoted and changed its offerings over the years. As a result, their user guides were homegrown and hosted on Google Docs, which posed many challenges:

• Over time, the document kept growing in size, leading to it being split into multiple documents. The team published only one document with different categories, and if a user clicked on one category, the hyperlink would take them to another Google Doc.
• The documentation looked homegrown and did not appear professional.
• The file was often so large that it would not load on systems.
• Google Docs was also difficult to update, making it hard to ensure only the updated version reached customers. There were instances of employees making changes inadvertently, causing confusion
• The documents were updated sporadically, and customers were not aware of the updates.
• The document was not published on their website and was only linked to their Salesforce AppExchange listing, where the tool could be downloaded

Over time, the Mogli team realized that their user guides and release notes were not being utilized adequately. They had outgrown Google Docs. Mogli decided they required a searchable online knowledge base that could grow with them as they scaled in terms of clients and employee strength. In the last three years, Mogli has tripled in terms of people.

Serena Schultz, Chief Operating Officer of Mogli, says,

We decided to create a single source of truth on how something works or its expected functionality, to empower both our clients and customers to understand and use our product the way it is intended.

Business Solution

While researching knowledge management tools online, they came across a blog post that listed multiple tools and a comparative study of them. They chose Document360 based on the review, believing it was best suited for them.

Serena says,

Document360 was honestly a tool that fit within our budget. It was also robust enough to grow with us.

The other features that made Document360 the best choice for Mogli include:

• Ability to import articles from Google Docs, which is still their preferred platform to draft content. This also made content migration from the massive existing Google Doc to Document360 a seamless, quick, and efficient process.
• Homepage builder allowed Mogli to customize their site, making the knowledge base look professional. Serena says, “It was extremely easy to work with. We just chose one of the template options they had and began building from there. I did not know code , but still managed to do it myself.”
• The intuitive user interface ensured that they did not have to teach anyone how to use the platform. This includes internal employees, for creating and editing content, and external users, for consuming the content.
• The rich metrics provided by Document360 gave them critical insights into:
  • Articles people were visiting, such as release notes and articles on automation.
  • Keywords people were searching for.
  • User traffic numbers.

Serena says,

Document360 has leveled up our ability to communicate with our customers.

Business Impact

The Mogli team has seen an increase in the number of users, both internally and externally, since moving their documentation to Document360.

Serena says,

More teams and people have begun to trust this system as a single source of truth.

 

It also increases trust in the product and system among prospective customers.

Document360’s integration with Salesforce has also led to a reduction in the time spent closing customer support tickets.

The integration allows our team to just give a link to the information they require, rather than spending time explaining a process repeatedly to customers. It’s helped them put out the right information quickly.

Conclusion

For a bootstrapped company like Mogli that is scaling in terms of products and people, Document360 was a robust, dynamic solution that could cater to the increase in customers, growing quantum of information, and onboarding new team members.