Developer documentation and licensing portal for a software firm
B2B software firm, Cambridge
- Challenge
- Customers downloaded licence files by emailing sales, documentation lived in a wiki that nobody owned, and renewals were tracked in a CRM that did not know which version each customer was running. Engineering fielded about 40 support emails a week that were really documentation questions.
- Solution
- We built a customer portal where licences are generated, renewed and revoked automatically against the CRM, and documentation is published from the product repository on every release through a CI pipeline. Usage of each page is measured so the team can see which topics generate support traffic.
- Results
- Licence-related sales emails reduced by roughly 85%
- Documentation-related support emails down from 40 to 12 a week
- Docs now publish within 10 minutes of each release tag