Serena Schultz
Chief Operating Officer, Mogli
“Document360 has now provided us a publicly accessible space to host our release documents, enabling our customers to upgrade or self-serve.”
Location
United States.
Industry
SaaS
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.
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 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.
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:
Serena says,
Document360 has leveled up our ability to communicate with our customers.
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.
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.