Senior Technical Manager, (Un)Common Logic
“Due to the information silos, finding documents that should take only five minutes used to take two hours because you had first to find out where the document lives. This eventually affects profitability.”
Austin, Texas, USA.
Communications & media
(Un)Common Logic is a Texas-based digital marketing agency providing a wide range of services such as paid media, search engine optimization, conversion rate optimization, social media marketing, and analytics. They also aim to be valued partners to all their customers, using customized strategies to help each client achieve their marketing and business growth goals.
(un)Common Logic was looking to establish a centralized repository of all its internal knowledge so it was faster and easier to onboard new people as well as improve efficiencies for their experienced employees.
During the COVID-19 pandemic, when the entire company moved to remote work, (Un)Common Logic realized that they did not possess a single system for maintaining their internal documentation. Since their founding in 2008, different sets of information were held by different people in various formats like SharePoint, OneNote, Word documents, and even emails. When someone required information, it had to be emailed to them. New recruits were the most affected because they did not have a centralized, single location to find the required information. The luxury of asking a colleague sitting next to them was unavailable.
Hosting most of their documentation on SharePoint also resulted in multiple challenges such as
Mindful’s documentation team first came across Document360 when they acquired a survey platform that was using Document360 for their documentation.
Richard Clark, Senior Technical Manager at (Un)Common Logic, says
Due to the information silos, finding documents that should take only five minutes used to take two hours because you had first to find out where the document lives. This eventually affects profitability.
(Un)Common Logic sought a user-friendly, streamlined platform with version control facilities to host their centralized internal information repository. They evaluated several knowledge management platforms in the market such as different versions of SharePoint, Notion, HubSpot, and Confluence, before choosing Document360 to host their internal knowledge base.
Their internal knowledge base now contains information like software tutorials, troubleshooting guides, different templates of offerings for customers and different ways CCPA (California Consumer Privacy Act) compliance applies to them. The following features of Document360 made it a perfect choice for (Un)Common Logic.
Document360 helped us create a centralized repository with all the required information. With facilities like version control, the information can be monitored and updated over time, and people can always use the latest rather than old information.
Document360 has transformed the way people at (Un)Common Logic are finding and requesting for new information. The number of requests for new information has now increased drastically.
He says previously, people would just start looking for information and if they could not find it, they would just create content themselves and store it in a silo. However, now people are looking for information in Document360 and if they cannot find it, they request new information through the feedback manager.
The rich metrics also guide where and when new content is required and must be added.
Document360, with its ease of use and critical features like article versioning, workflow and categories, among others, was the perfect fit for (Un)Common Logic, which was looking to create an internal knowledge base almost from scratch. The interface also incentivized more people to use the knowledge base instead of asking for Word documents or OneNote to be emailed to them.
"Document360 has helped us achieve much operational efficiency simply because people know where to find specific information or documents"
Manager of Product Management, Sophi, a Mather Economics companyRead Story
"Document360 is a tool that really listens to its customers. It has the features that a growing documentation or knowledge base would require. The customer response team is also excellent."
Manager, AWR360Read Story
"Document360 has user-friendly interface and feel comfortable using it."
Co-Founder, TegsoftRead Story