Principal Knowledge Base Manager, Cascade
“Document360 best suited us in terms of costing, feasibility, user experience and most importantly the autonomy it gives the KB manager.”
Fairview, Oregon, USA.
Cascade is a leading strategic execution platform enabling more than 45,000 different teams, across some of the world’s leading brands, to collaborate, adapt faster, align and improve business observability by connecting siloed metrics. Cascade’s customers use their software platform to execute multiple strategies for projects which range from deploying lifesaving vaccines to building the world’s fastest Formula One car.
Cascade was looking for a platform that could host their customer-facing user guides and frequently asked questions (FAQs). They were earlier using their customer support platform as a channel to write their guides and articles. However, they decided to move to a platform which was better suited to regularly composing, updating and publishing articles. They were specifically looking for a platform which
Some of the features that the Cascade’s KB team find most convenient in Document360 include
Aarthi Kumar, Principal Knowledge Base Manager, Cascade says
Document360 best suited us in terms of costing, feasibility, user experience and most importantly the autonomy it gives the KB manager.
Aarthi Kumar says,
Since adopting Document360, we have been adding 30% more articles to our knowledge base every quarter.
Aarthi Kumar says,
For a company like Cascade, it is very important for us to understand from which country or region we get the most visitors, so we give marketing and sales initiatives in those areas more emphasis. The rich metrics we receive provides that.
Giving an example, Aarthi says, that if they find UK is more interested in their strategy tool, because 70% of the people who viewed articles are on it are from UK, compared to the USA or Australia, the sales team can use this data to reconfigure their targets and efforts. They can target region-wise specifics, she adds.
With Document360’s rich features, we envision our customers self-serving soon, reducing the load on our customer support team.
Document360 with its ability to make documentation easy to create, visually appealing and give insights on their impact is a perfect tool for a scaling company like Cascade who plans to use their resources much more efficiently.
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