Business Background

Triton Digital produces audio streaming technology used by radio stations and podcasts that stream over the internet. They provide a full suite of technology, covering the end-to-end of their business, including the streaming platform, platform management, compiling listenership analytics, and even advertising for these platforms.

Business Requirement

Triton Digital required an online knowledge base to host all its customer-facing documentation, including user guides, specifications, and troubleshooting guides. These guides also included tutorial sections with embedded videos, information on maintaining the software, and enabling and customizing new features.

Initially, Triton Digital self-hosted its documentation and created the content with a tool called Help+Manual. However, since the platform was not cloud-based, it encountered several challenges in updating its documentation regularly.

• Whenever a change was needed in the user guide, such as modifying even a single sentence, the entire document had to be recompiled on their computer and re-uploaded to their webserver.
• “The system worked initially, but gradually, as the number of documents increased and the frequency of updates grew, I found myself compiling and uploading five times a day,” says Edward Hawco, Senior Technical Writer at Triton Digital. “It was extremely time-consuming,” he adds.
• While some guides were only 5-6 pages long, those that spanned 80-90 pages were particularly cumbersome. Recompiling everything was a hassle, and if an individual page was updated instead of recompiling the whole document then there was a risk that some links would break.

These challenges prompted Triton Digital to search for a cloud-based documentation tool to migrate their knowledge base.

Business Solution

After researching several knowledge management software options, Triton Digital chose to host their documentation on Document360. The following features made it an ideal fit for them:

• The categories section neatly organizes nearly 20 user guides into different tabs based on various products, with separate categories for training manuals and tutorials.
• The reader-only access allows internal teams to review content before it’s published, without the ability to edit.
• The multi-user functionality enables several employees to log in, edit, and even draft articles, making the documentation process more collaborative.
• The snippet feature allows the reuse of content across articles, saving time for authors.
• Feedback analytics give insights into whether customers find an article helpful, guiding authors on what needs improvement.
• Broken link analytics point out issues that can be fixed immediately, ensuring a smoother customer experience.
• Rich metrics, such as readership stats and keyword searches, offer insights into what readers are looking for and ensure that the most popular articles are always up-to-date.
• Updating articles now takes just minutes, thanks to the search functionality, which helps find the exact section quickly. Changes are reflected instantly.

Edward states,

Through its many features, Document360 has made our documentation process a lot smoother and more collaborative.

Business Impact

Triton Digital reports receiving excellent feedback from customers who find the user guides helpful, and they appreciate how simple it is to self-serve and troubleshoot issues. Many customers have reported how quickly they were able to get up and running with the software, thanks to the available user guides.

Edward adds says,

There’s definitely some financial impact too, as effective support documentation has reduced the number of support calls and the time spent on those calls.

Triton Digital says that their documentation site has built goodwill for their products, as customers have come to trust that they can find answers to most of their questions on their own.

Conclusion

For Triton Digital, which manages a massive amount of documentation—including several long user guides—a knowledge management tool like Document360 was essential. It proved to be the perfect solution to organize user guides in a clear and navigable manner. The user-friendly authoring experience has been a game-changer for their single-author system.