EN 
PT-BR
About Rainforest Alliance
A 40-year-old NGO turning sustainable agriculture into a global standard
Rainforest Alliance is an NGO founded 40 years ago by American environmentalist Daniel Katz, with a mission to protect rainforests. The organisation works closely with farmers and supply chain partners to promote sustainable and regenerative agricultural practices, particularly in coffee, tea, and cocoa.
Its broader goal is to transform how products move from farm to table, introducing standardisation practices and certification programs that supply chain partners can also use for marketing and branding.
The challenge
Four disconnected systems, no single source of truth
With farmers, farm owners, supply chain partners, and auditors all depending on accurate, up-to-date information, Rainforest Alliance needed one place stakeholders could trust. Before Document360, documentation was spread across the website, SharePoint, Confluence, and a data asset management tool — each useful on its own, but disconnected from the rest.
Without a robust version control system, teams struggled to identify the most accurate document at any given time. Information was scattered, slow to locate, and — without a consistent taxonomy across platforms — hard to navigate even when it was found.
“We wanted to have one single source of truth or home for all our knowledge that both our customers and staff could use.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
Before Document360
- Documentation scattered across the website, SharePoint, Confluence, and a data asset management tool
- No version control — teams struggled to identify the most accurate document
- Inconsistent taxonomy made content hard to navigate, even when it existed
- All content sat behind a single access tier — no public/internal separation
- Users had to search manually across multiple systems to find answers
- Content existed only in English, limiting access across nearly 70 countries
- Articles authored in Word with no direct path into a shared knowledge base
- No structured way for users to give feedback on content
After Document360
- All documentation lives in one centralised knowledge hub
- Structured workflows track documents from creation through peer review to publishing
- A consistent, intuitive structure makes content easy to find
- Mixed-access keeps public content open while restricting sensitive material
- AI-powered search surfaces relevant information quickly
- Multilingual publishing makes content accessible across regions
- Word documents import directly, alongside rich media like video and images
- Built-in feedback lets users ask questions or comment within articles
The solution
One knowledge hub, built for a global, mixed-access audience
Rainforest Alliance evaluated multiple knowledge management platforms before selecting Document360, looking for a solution that combined a sleek, intuitive interface with the depth to serve both internal teams and external stakeholders.
“Overall, what attracted us to Document360 was that it had a very intuitive UI that was also customizable to Rainforest Alliance’s branding, so we can make it look as though it was part of our website.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
Mixed-access environment
Public content stays open to customers, while sensitive or role-specific information is restricted to auditors or internal teams — without compromising security.
AI-powered search
Users find relevant information significantly faster, reducing the need to raise a support query and freeing customer success teams for harder questions.
Version control & governance
Structured workflows track every document from creation through peer review to final publishing, with reminders keeping content accurate over time.
Multilingual publishing
Content is published in multiple languages, keeping the knowledge hub accessible across regions — with analytics guiding translation investment.
Word import & rich media
Articles authored in Microsoft Word import directly into Document360, with videos or images layered in to explain complex information.
In-article feedback & analytics
Built-in feedback creates a loop that improves content quality, while usage data informs decisions on creation, localisation, and training.
Internal teams upload, manage, and organise content easily, while customers navigate the knowledge base with minimal effort — critical given how diverse and global the audience is. The brandable interface also lets the hub look and feel like part of the Rainforest Alliance website rather than a separate tool.
Business impact
From scattered documentation to a self-service knowledge hub
40% fewer customer queries
Customer queries dropped 40% between the start and end of 2024, as stakeholders increasingly found answers on their own.
Satisfaction up from 81% to 95.6%
Customer success scores climbed alongside the drop in queries, as self-service replaced slower, scattered support paths.
Monthly users: ~13,000 to 100,000
Adoption grew rapidly across 2025, driven by content launches — including agriculture and regenerative farming initiatives — and certification document migration.
Customers now outnumber staff
The knowledge hub has become a customer-facing destination in its own right, not just an internal tool — in searches and article use alike.
“From the start of 2024 to the end of that year, we saw the number of customer queries drop by 40%.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
“We also saw our customer success scores go up from about 81% positive feedback to 95.6% positive feedback.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
“The number of customers using our site highly outnumber our staff, both in terms of searches and use of articles.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
Geographic view data shapes where Rainforest Alliance invests in translation, while search data shapes where customer success teams need further training.
“Based on the number of views from different geographic locations, we decide whether to invest money in translating certain documents. We also decide if our customer success teams need any new training to answer customer queries based on customers’ search data.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance
“Document360 has been invaluable in guiding us towards improvements within our knowledge hub system. It’s been a journey of learning and unexpected triumphs in terms of the number of users and views within a shorter period of time.”Kieran Wilkie — Senior Knowledge Base and Data Officer, Rainforest Alliance