About NAVVIS

A German 3D-mapping company scaling documentation for a global customer base

NavVis is a German B2B company specialising in 3D mapping, laser scanning, and digital twin technology. It helps organisations scan real-world indoor and outdoor spaces, factories, warehouses, schools, offices, construction sites and turn them into digital versions that can be explored and analysed on a computer.

The company’s customer base spans North America, Europe, the Middle East, and Africa, concentrated in architectural engineering, building contracting, and surveying, with expansion underway into oil & gas and real estate.

The challenge

A knowledge base built for developers, owned by the wrong team

NavVis sells four products spanning hardware and software, including 3D scanners and a cloud platform for interacting with scanned data, which meant documentation needed to cover user manuals, installation guides, and troubleshooting across the full portfolio.

The knowledge base originally lived on Microsoft Dynamics, with Heretto for content authoring. Articles had to be published through GitHub and Netlify, a workflow built for engineers, not writers. And because Dynamics is fundamentally a CRM, the customer relations team owned the knowledge base instead of the customer education team, limiting how content could be created and presented. Every update had to route through the CRM, making the process slow and increasingly unsustainable as NavVis scaled.

This pushed the customer education team to look for a platform that gave them full content ownership and a genuinely intuitive experience for customers.

Before Document360

  • The customer relations team owned and controlled the knowledge base because it lived inside the CRM.
  • Content had to be published through GitHub and Netlify, which required coding knowledge.
  • The landing page was a fixed, generic CRM page.
  • FAQs were written manually, article by article.
  • Articles had no summaries at all.
  • Customers had to browse through articles and hope to find the right answer.
  • Support agents had to switch between the CRM and the knowledge base to help customers.
  • Only the customer education team could contribute content.

After Document360

  • The customer education team owns and controls the entire knowledge base directly.
  • Content is published directly, with no code, right inside Document360.
  • The landing page is fully customised and brand-led, serving as a gateway to the academy and subscription pages.
  • Eddy generated FAQs for the entire knowledge base in roughly two hours.
  • AI-generated summaries appear automatically at the top of every article.
  • An AI-powered search widget gives customers instant, precise answers.
  • Other departments can now contribute content by importing PDFs.

The solution

Full ownership, full customisation, and AI at the core

NavVis evaluated multiple tools in the knowledge management space and chose to rebuild its entire knowledge base on Document360, anchored on four capabilities:

Bespoke landing page control, Widgets and brand colours turned the landing page into a natural extension of NavVis’s digital experience, and a gateway to the academy, subscription pages, and other customer resources.

“One of the biggest selling points that we took advantage of is complete bespoke control of our landing page. We have got little widgets on there and made it completely our own.”
Sean Patrick Geelan, Senior Technical Writer, NavVis

Eddy AI Writer, rebranded “Ivy”

Generates FAQs for articles in minutes and produced FAQs for the entire knowledge base in roughly two hours.

Eddy Summarizer

Produces concise article summaries in seconds, surfaced at the top of every article so customers can judge relevance before reading further.

AI-powered search widget

Embedded across NavVis’s pages, letting customers type a question and get a precise answer instantly, cutting the need to browse multiple articles or open a ticket.

Microsoft Dynamics integration

Eddy surfaces relevant knowledge base content directly inside the support team’s existing ticket workflow, removing the need to switch tools.

PDF import

Lets other departments contribute content using tools they already know, improving cross-functional collaboration.

Analytics

Tracks geographic trends and content performance, feeding continuous improvements to the documentation strategy.

With Eddy handling a significant share of first-draft writing, the six-member customer education team now spends more time reviewing and refining than creating from scratch. letting them scale output without scaling headcount.

Business impact

A smarter way to serve customers

“There was a 40% reduction in level 1 support tickets, which by definition is information that exists in the knowledge base.”
Bradford Goerss, Customer Education Lead, NavVis

40% fewer level-1 tickets

Support tickets fell 40% year-on-year between 2024 and 2025, concentrated in level-1 queries, issues by definition, already answered in the knowledge base.

Optimized hiring

Document360 covered the capacity gap NavVis expected to fill with two additional tech writers.

Higher customer satisfaction

Customers report the interface as significantly easier to browse and navigate than the previous CRM-hosted setup.

Entire FAQ library in 2 hours

Eddy AI generated FAQs for the complete knowledge base in around two hours, with the AI writer also carrying most of the article-writing load.

“We were supposed to get two more tech writers last year. But Document360 single-handedly came in, made things more efficient so I don’t need to hire those two people now.”
Sean Patrick Geelan, Senior Technical Writer, NavVis
“Customers have been finding the UI/UX very user-friendly. They have been finding it easier to browse and find the information they need.”
Bradford Goerss, Customer Education Lead, NavVis
“Eddy AI has made it so efficient that we were able to go in and generate FAQs for our entire knowledge base in two hours. The AI writer also does most of the article writing for us, reducing the need to hire more tech writers.”
Sean Patrick Geelan, Senior Technical Writer, NavVis

Conclusion

Not just a knowledge base – a scalable, AI-driven support layer

For NavVis, Document360 was never just a documentation platform. Centralised content, an intuitive customer experience, and AI woven into every stage of content creation combined to cut support dependency, lift operational efficiency, and improve the experience for a customer base spread across four continents.

“Document360 has AI at its very heart, allowing us to develop alongside AI. It does most of the heavy lifting while also giving us the flexibility and freedom to present our documentation the way we want.”
Bradford Goerss, Customer Education Lead, NavVis