Of consumers say easy access to support and information can make them fall in love with a brand.
Of businesses estimate that effective knowledge management disciplines increase company productivity by up to 40%.
Of companies offering web or mobile self-service have seen an increase in their website traffic.
Harmonic is an independent fund administrator delivering a range of services and technology to hedge funds, fund of funds, private equity funds, private banks, pension funds, and family offices. With their software and technology, Harmonic supports the global alternative investments industry characterized by varied financial products, trading strategies and markets, shifting investor demographics, and an ever-evolving regulatory landscape. Their software is built to support the range of services Harmonic provides and be a front-to-back office platform for asset managers.
Harmonic were looking for a central location to store user documentation for their software. They wanted the knowledge base to be privately accessible, with granular access controls to specify who should see what.
Harmonic previously hosted their documentation on a legacy version of Confluence but faced a number of challenges:
Harmonic evaluated the tools on the market and chose Document360 as their knowledge base. The following features addressed their pain points:
Stuart Broad, Director, Harmonic Fund Services, says
With almost 30 writers on board, Document360’s workflow feature allows for a two-stage peer review process, so first-draft content does not have to be published temporarily before its corrected.
With their user documentation site working as a privately accessed portal, Harmonic has been getting positive feedback from their colleagues on the documentation site both from the reader’s and technical authors’ perspectives. The organization feels a lot more secure about the data on its site, because of the security & privacy controls in place.
Tania Terblanche, Business Analyst, at Harmonic Fund Services says
Document360’s beautiful user interface makes it so much easier to create content. The curated feature-set makes the process streamlined and simple.
Document360’s intuitive user interface and data security measures helped Harmonic establish an extensive internal user documentation site to help their team author and retrieve the information they needed quickly and efficiently.