Diligent slashes support tickets with streamlined user documentation
End-to-end software documentation built from scratch — 80+ articles and a 54% drop in support requests.
The challenge
Diligent implemented a new CRM system for due-diligence processes but lacked support documentation and help content. Missing user guides caused customer administrators to set up the software incorrectly, resulting in extensive rework and support burden.
What we did
DevDocs created comprehensive online-help documentation and release notes from scratch — workflow, quick-start, and administration guidance. A specialised technical writer was embedded to deliver 20 initial help topics, then expanded to an 80+ article knowledge hub.
Outcome
The knowledge base enabled administrators to correctly install and configure the system, reducing routine support inquiries and freeing internal staff to focus on product development and feature improvements.
“DevDocs has been an excellent addition to our team. They were quick to deliver a customer outcome in months.”
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