Knowledge Management Customer wins | Real Customer Results Across Industries 2026

Heretto helped BlackBerry cut content turnaround time by 40%. Publishing a full multi-guide, multi-language release dropped from 8 hours to... just 5 minutes. The technical writing team gained full control over authoring, site management, and deployment. Heretto's DITA-native platform replaced a complex, multi-vendor setup. BlackBerry now uses AI tools with Heretto for faster content creation and localization. Over a third of BlackBerry's web traffic is driven by documentation powered by Heretto.
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Dr. Explain replaced multiple tools for Structured Solutions Inc. The company used to create help manuals with PDFs, Word docs,...and CHM files. With Dr.Explain, they now publish online help manuals from a single source. This improved their website's search engine ranking. They also saw fewer support calls about product features. The user experience of their documentation improved.
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Unsloth used GitBook to make their documentation the main part of their website. They now get over 500,000 visits each... month from their docs. Publishing updates takes minutes instead of hours. GitBook improved their SEO and made them easier to find in search and AI tools. The team works together in real time, editing docs like in Google Docs. GitBook helps Unsloth keep up with fast changes and growth.
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Uberall replaced Seismic with Spekit to boost sales team productivity. Reps struggled with Seismic because it was hard to use... and slowed down their workflow. Spekit delivered enablement directly inside Salesforce and Gong, making it easy for reps to find answers and content. Content governance improved with analytics, and AI Sidekick helped reps during the RFP process. Spekit became the default tool for real-time guidance, saving time and reducing friction for Uberall's distributed team.
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Slite helped OneUp Sales improve company-wide and departmental documentation. Before Slite, onboarding was rough and new hires lacked context. With... Slite, OneUp created structured onboarding plans and clear documentation channels. Teams now use async communication, reducing lost time and boosting focus. Employees report easier access to information and better understanding of company processes. Slite also encourages deeper thinking and career growth for developers.
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A mid-market SaaS company deployed an AI chatbot for customer support. After launch, CSAT scores dropped from 82% to 71%... and complaints increased. The main issue was a lack of a strong knowledge base for the AI to use. The company learned that building a knowledge management foundation first is key. With proper knowledge systems and agent training, organizations can see up to a 14% increase in issue resolution per hour.
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Baseten used Notion to build a digital double of their top account executive, creating a custom agent that answers questions in his voice 24/7. This reduced response... time from 30 minutes to about 20 seconds and increased the number of questions asked daily by up to 10 times. Teams in sales, recruiting, and marketing now build their own agents in Notion, saving 50 hours per week. Notion became Baseten’s central knowledge hub, letting employees focus on meaningful work instead of repetitive tasks.
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Gainsight used its own platform to build a risk management framework for customer success. The team set up Scorecards and... Calls to Action to spot early warning signs and track customer risk. CSMs could flag issues, close out tasks, or escalate problems to managers. Scorecards gave leaders a clear view of risk across all accounts. This process helped Gainsight hold teams accountable and respond quickly to customer challenges.
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CintaNotes offers a fast and user-friendly note management tool. AppStorm highlights its excellent interface and features. The tag-based approach makes... organizing notes easy. The app stands out for its speed and design. Users find its functionality just right for daily use.
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Elevio helped BugHerd reduce support workload by 20%. BugHerd had two staff handling support full time. After using Elevio, support... now takes only a couple of hours a day. Elevio delivered answers instantly and deflected 20% of tickets. BugHerd staff now focus more on product development instead of support.
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Archbee helped Hunni quickly launch and update user documentation. Hunni needed a platform that was easy to use and could... keep up with their fast feature releases. Archbee's intuitive tools let them focus on product development instead of documentation. The team built most of their docs during the free trial. Hunni recommends Archbee for fast, polished documentation.
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Helpjuice helped Enforme Interactive move from Google Drive to a dedicated knowledge base. The IT services firm needed to make... technical product documentation easy to find for both employees and clients. Helpjuice offered a simple solution that met all their needs without extra complexity. The team now keeps process and procedure top of mind and is shifting to a more client-facing approach. Managing permissions and using article templates are favorite features.
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Heroic Knowledge Base helped Nodored cut repetitive support tickets fast. Nodored used to answer the same questions by chat and... ticket. Their old knowledge base was hard to use and bad for SEO. With Heroic KB, customers now find answers on their own. In one week, Nodored saw 1973 knowledge base views and only 3 ticket transfers. The search engine and analytics features are key for their support team.
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Fluid Topics helped swissQprint cut support tickets by 34% in the first month. The company faced rising service costs and... inefficient knowledge transfer as its customer base grew. By launching a self-service documentation portal, swissQprint gave staff, partners, and customers 24/7 access to technical information. The portal integrates with DITAToo for daily content updates and improved search. This change made onboarding and support faster and easier for everyone.
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Thermo Fisher used L2L to standardize lab operations and reduce inspection failures. Manual, paper-based inspections caused frequent errors and delays.... With digital checklists and SOPs, error rates dropped and compliance reached 100%. Task execution speed increased by 20%, and SMED setup time was cut by 50%. The company saw improved safety, higher employee engagement, and the most successful 12 months in 23 years.
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Superior Lithographics used Zavanta SOP software to replace paper binders for policies and procedures. The company needed a better way... to manage documents and support lean manufacturing. Zavanta helped them standardize processes and improve quality control. Audits became easier because all documents were online and up to date. The team now tracks quality metrics and investigates complaints to improve procedures. Over 300 process documents are managed in Zavanta, supporting continuous improvement.
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ComSci helped PPG Industries improve IT cost visibility. Managers now track spending and validate charges with dashboards. The solution replaced... a legacy system, making data more accurate and easy to use. PPG uses ComSci modules for billing, demand management, and analytics. This led to better control of IT consumption and reduced overall spend.
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ComSci helped PPG Industries improve IT cost visibility. Managers now track spending and validate charges with dashboards. The solution replaced... a legacy system, making data more accurate and easy to use. PPG uses ComSci modules for billing, demand management, and analytics. This led to better control of IT consumption and reduced overall spend.
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SkyPrep helped George Brown College train hundreds of volunteers in just six weeks. The college used SkyPrep’s online platform to... centralize training, making it flexible and accessible for all volunteers. Volunteers could complete modules at their own pace, improving engagement and readiness. The solution eliminated manual scheduling, room bookings, and printing costs. Only fully trained volunteers were eligible, leading to higher confidence and smoother event operations.
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KnowledgeOwl helped CAPRA move from scattered documents to a single source of truth. CAPRA used KnowledgeOwl to create a central... knowledge base for multiple business units. This made it easier for users to find information and reduced repeated questions. The team saw a 92% reduction in response time, solving customer issues in ten minutes instead of two hours. CAPRA's team and customers now find answers three times faster.
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Document360 helped Université d'Ajman cut IT support calls by 30%. The university needed a 24/7 knowledge base for students and... faculty. Their old system was hard to use and lacked features. With Document360, they built an easy-to-use, searchable knowledge base. Students and staff now find answers faster. Analytics from Document360 show key usage trends.
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Oliver v5 helped Wantirna College automate overdue notices, saving staff hours each term. Integration with Compass SSO and SCIS made... access and cataloguing easy for students and teachers. The library saw improved resource tracking and easier reservations. Staff praised Softlink's support and training. Students now find and reserve books faster, boosting engagement and returns.
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Livepro helped a large government department implement a knowledge management system. The rollout was fast and smooth, with over 85%... staff engagement at launch. The department found the software easy to implement. Livepro offered flexible options to fit their needs. The solution improved access to answers for customer service staff.
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US Space Force used Atlassian tools to modernize its mission-critical launch ticketing and verification systems. By deploying Jira, Jira Service... Management, and Confluence, the team saved 120 hours per week and increased launch cadence by 70%. The new solution replaced outdated custom platforms, cut development time, and improved operational readiness. Teams now automate ticket tracking, share real-time updates, and streamline mission assurance processes. The project went from concept to launch in just six months, enabling rapid iteration and secure collaboration.
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Tennessee Department of Human Services uses ServiceNow CSM on the ServiceNow AI Platform. The agency aimed to improve customer service... management. ServiceNow helped automate workflows and boost agent productivity. The solution accelerated case resolution for the department. The platform enabled better self-service for citizens. Tennessee DHS enhanced service delivery with AI-driven tools.
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NovoGov helped the City of Otsego, MN modernize its utilities operations. The utilities department managed water and wastewater treatment for... the city. As the city grew, their old task-tracking methods could not keep up. NovoGov provided a single system for asset tracking, inventory, work orders, and scheduling. This made it easier for leaders to plan budgets and manage staff.
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XSOL Workplace helped an outsourced operation boost agent output by 25%. Unit processing time dropped by 20%. Agent errors were... cut in half. Queue management and report prep time were eliminated. Real-time idle-time tracking became possible. Automation of 3 out of 7 system interactions led to a 30% reduction in processing time and a 70% increase in output. The no-code platform enabled rapid system changes, with agents testing 4–5 new versions daily and a near-perfect system built in one week.
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Bloomfire helped Insperity centralize knowledge for 3,900 users across 60+ offices. Employees now answer 400% more questions through peer collaboration,... not just a small content team. The platform enables fast content updates, reducing time from days to minutes. Insperity saw over 280,000 contribution views per quarter. Bloomfire broke down departmental silos and improved knowledge sharing company-wide.
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OpenCS used XWiki to build their website and create a customer community area. They set up a technical wiki and... a music blog to engage customers and prospects. The wiki helps users learn about OpenCS products and share integration ideas. Customers can contribute their own experiences to the wiki. The community area improves communication between OpenCS and its stakeholders. This approach helps OpenCS understand customer needs and provide better service.
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Gray Somerville used an intrapreneurial approach to drive major change at his company. He launched a new product line that... became a multi-million dollar revenue stream in under two years. His efforts led to a 220% increase in his salary and helped his organization grow by 20%. He later developed a structured intrapreneurship system, which inspired the creation of LaunchPath. This story shows how intrapreneurship can create big results for both individuals and companies.
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Elium helped Fnac Darty cut customer call times by 10%. The company replaced an outdated knowledge base with a single,... reliable source. Over 1,800 advisors now resolve 80% of issues on the first call. AI-powered search and targeted notifications improved onboarding and reduced operational costs. Fnac Darty manages over 2,000 procedures in one place, boosting advisor autonomy and customer trust.
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Answerbase helped an ecommerce merchant move their FAQ knowledge base from an Answerbase subdomain to a subdirectory on their own site. After the switch,... Q&A content drove 25.6% of their organic traffic, with 2,330 clicks out of 9,100 total in one week. Google indexed 92% of their Q&A pages, showing strong SEO performance. Each indexed FAQ page brought in about 19 new potential customers per year. The transition led to more daily clicks and impressions for their FAQ content.
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Shelf helped Designer Shoe Warehouse (DSW) cut average handle time by 7. 8% in one year. The knowledge management platform...made it easier for 500 support associates to find answers fast. DSW saved the equivalent of 39 full-time agents, or $780,000 per year. Customer satisfaction scores improved for both voice and written channels. Trainers now use Shelf to keep content consistent and speed up new hire training.
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Screencastify helped Revfluence improve customer onboarding by replacing screenshots with concise tutorial videos. The customer success team used screencasts to... explain the platform and new features, making instructions clearer and reducing confusion. This led to better customer understanding and stronger relationships. Employee productivity increased as less time was spent on lengthy instructions. Revfluence now uses a library of screencasts for ongoing support and communication.
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Kipwise helped Playground XYZ, a global ad-tech company, improve team engagement in knowledge sharing. Their old wiki solution failed because... it did not integrate well with Slack, leading to low usage. Kipwise offered seamless Slack integration, making it easy to save and retrieve information. Smart features encouraged team members to contribute and search before asking questions. Managers could quickly answer questions using Kipwise, helping build a strong knowledge-sharing culture.
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Meribook helped Jazzy Marketing solve problems with project and knowledge management. The team struggled with other project management tools and... old ways of working. They built Meribook as a simple knowledge management solution. The product made it easier to organize and store information. After using Meribook, Jazzy Marketing became more confident in their business. Meribook changed how they work and helped them grow online.
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Guru helped Trusted Health keep teams aligned during rapid change. Before Guru, information was scattered and employees felt confused. Guru's... AI-powered knowledge platform centralized critical details, training, and updates. Leaders used Guru to track engagement and answer questions fast. Employees accessed up-to-date information and trusted answers in seconds. Guru enabled Trusted Health to maintain clarity and agility as they grew and adapted quickly.
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Clinic Hunter used Nuclino to connect its team across two offices in Poland. The company needed a way to share... knowledge and keep everyone aligned as it grew. Nuclino helped Clinic Hunter build a central database for company information and workflows. Employees now find answers quickly, which makes onboarding easier and cuts down on repeated questions. The team stays organized and informed, no matter where they work.
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ProProfs helped Precision Sport Science onboard new employees faster and more efficiently. The physical training facility needed a quick and... reliable way to train staff. ProProfs stood out for its fast iteration and responsive tech support. The team valued the human touch and clear communication from ProProfs. As a result, onboarding became smoother and business goals were met.
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United Healthcare uses KPS Universal Knowledge to manage and share IT service delivery information. Agents can quickly find relevant knowledge,... improving customer experience. The platform helps organize and author content for support teams. Fast access to information supports better service outcomes. United Healthcare benefits from streamlined knowledge management.
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LiveTiles Reach helped Walsall Healthcare NHS Trust improve internal communication for 4,500 staff across 30 sites. The Trust faced challenges... reaching non-desk workers, especially during the COVID-19 pandemic. An employee survey showed only a third of staff read the old email newsletter daily. LiveTiles Reach provided a mobile-first, interactive platform integrated with Microsoft 365, enabling two-way communication and push notifications. The solution also supports public information sharing and emergency planning, boosting engagement and operational resilience.
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harmon. ie helped a US-based healthcare provider automate email management for 720,000 members. The company replaced manual shared mailbox coordination...with harmon.ie’s Outlook plug-in and SharePoint integration. Staff now drag and drop emails and documents into SharePoint, triggering workflows and adding metadata. This improved tracking, storage, and retrieval of business-critical communications. Workers found the transition easy, and customer service was praised.
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