Abrigo provides compliance, credit risk, and lending solutions that enable their customers to manage risk and drive growth. Their customers primarily involve financial institutions like banks and credit unions. The Abrigo platform includes anti-money laundering (AML) and fraud detection software that helps financial institutions detect money laundering and fraudulent transactions and prevent losses. The software also assists in anti-terrorism initiatives. The Texas-based software company has nearly 2,500 customers across the world.
Abrigo’s financial crimes team needed to establish an online knowledge base of all their user manuals for their customer-facing documentation. The documentation included multiple user manuals on accessing and setting the software, software prerequisites for an upgrade or installation, and troubleshooting issues.
Abrigo initially created hard copies of their user manuals and later used HTML Framemaker to create PDFs that customers could download from the website. However, with Abrigo having almost 30 different manuals, they faced multiple issues, such as
Abrigo evaluated several knowledge management platforms in the market before setting up their online knowledge base on Document360. The following features in Document360 made it a suitable choice for them.
Ben Anderson, Senior Technical Writer at Abrigo says
We have been very impressed with the functionality of Document360 as a platform and the responsiveness of the customer success team on any improvements we would like to see.
Ben Anderson says that after they set up their online knowledge base on Document360, their readership over two years has increased by 30%. The analytics, which show the increase in readership in terms of charts, also becomes a document that can be presented to management to show the use and impact of their documentation.
The customer feedback, in terms of comments, likes, and dislikes, has also been an eye-opener in their implementation of the training program and changing the design of their platform.
Ben says, “Now internal support teams too have begun using the knowledge base. They just copy the URL to the relevant information in the documentation and send it to customers”. The advanced AI-powered search capabilities and individual categories allow the support team to pinpoint that specific question in the guide to send it to the customer.
Abrigo believes that this helps educate customers on how to self-serve. They have also embedded a link to their product guide within their app, so customers can simply click on it and search for any information they require.
Document360’s easy-to-use functionality and robust features provide a rich authoring experience and insights into customers’ requirements and feedback. The whole platform looks attractive to customers, enticing them to use it more, making it a perfect fit for their requirements.