T K Lakshman
Chief Technology Officer, Mobileforce
“We envision our customer support staff using the documentation site to deflect customer tickets and answer queries in the future. We would also embed relevant documentation categories within our products so users can directly access the desired documentation right from the product UI.”
California, United States.
Mobileforce is a multiproduct SaaS company focused on Field Automation to enhance Revenue Operations. Mobileforce’ SaaS products helps its customers automate sales quotes, streamline field service operations and drive more revenue. Mobileforce products include:
MOBILEFORCE CPQ (Configure, Price and Quote), which empowers sales teams to provide quotes based on the data fed into it and grow revenues
Mobileforce was looking for a documentation repository to host all their user documentation for the suite of software products in their portfolio. They were initially storing all their documentation in a large file system. They were using Markdown editor for their documentation. However, they faced a few challenges.
Eventually, Mobileforce began looking for a documentation platform that could be customer-facing. Some of their business requirements from the platform were
After looking at several options in the market, Mobileforce chose Document360 to host their user documentation. Here’s how Document360 met their business and technical requirements.
Mobileforce Software began documenting its product from the early stages, which helped them scale its operations rapidly and establish its public user documentation site.
T K Lakshman, Chief Technology Officer at Mobileforce Software, mentions that their
Technical writers, who often don’t have technical knowledge, but have a good grasp of the English language, have been able to use Document360 seamlessly due to flexibility in keying in options.
After the implementation of Document360, Mobileforce has been augmenting its documentation using the rich analytics provided. They list out questions that did not yield an answer, quickly fill those gaps, so the next time the question is asked, answers are available. They also use data on usage of the documentation, as a source of feedback on the ease of use of their product itself.
Document360 was the perfect fit for Mobileforce Software which began adopting a knowledgebase platform while scaling operations in terms of customers. The in-depth analytics are used to improve the knowledge base and features like reader groups and authentication to entice customers to move up tiers. The platform has also been found easy to use by all their stakeholders including writers, users and internal staff.
"Document360 not only allowed us to create content more easily from an author’s perspective but also interact with that content more easily from the staff’s perspective."
Michelle Van Kolck
Global Specialist-Design Technology, Woods BagotRead Story
"If we see a new article garnering a lot of views, we go tell the concerned team that the project, feature or update they released is doing really well. We then pair it with Google Analytics to see how many searches it brings to the site."
Senior Technical Writer, Mindful by MedalliaRead Story
"Since adopting Document360, we have been adding 30% more articles to our knowledge base every quarter."
Principal Knowledge Base Manager, CascadeRead Story