Director of Product Documentation, CTERA
“One of the things we like about Document360 is that it's very responsive to requests from users to make changes or add things like an advanced search which helps people find exactly what they want from the right version.”
New York, USA.
CTERA provides Edge to Core to cloud file systems with Government level and defense level security. They provide cloud storage services that allow clients to access files from anywhere in the world and work on them simultaneously. The cloud storage provided to both corporate and government institutions can be accessed via laptop, desktop, and mobile app, through which people can remotely access any file and work on it.
CTERA required an easily accessible and usable knowledge base platform to host their extensive product documentation. The knowledge base is focused on product documentation, user manuals, and technical “How-to” guides. CTERA also needed a versatile knowledge base such that their technical writers can quickly change documentation to align with their product releases.
CTERA was earlier using Adobe Framemaker with Webworks for online documentation. They would produce PDFs of the documentation, upload it online and provide links to those PDFs. However, they faced certain challenges including
CTERA choose Document360 to host their publicly accessible user documentation site. The following features made it suitable to their requirements.
Julian Weiss, Director of Product Documentation at CTERA says
Document360 provides us a way to create modern documentation, that’s appealing and easy to manage
After moving their user documents to Document360, CTERA says that more people have begun using their documentation than ever before. Feedback received in the documentation can be addressed within a day. CTERA’s support team are also getting feedback from their customers on how much better the documentation is to use and navigate.
Many sales engineers save time when providing user demonstrations by providing them a link to an article that provides detailed clarification. They also promise that any change and update will be reflected in the same article link.
CTERA managed to create an extremely versatile and visually appealing knowledge base with Document360, replacing an antiquated system. This has resulted in better usage as well as support. The positive feedback from users and internal teams have prompted the company to consider expanding what is available within the knowledge base.
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