About

Headquartered in New York, Knoa delivers enterprise and cloud solutions that generate unique insights for optimizing the end-user experience for SAP, Siebel, and other platforms. Our patented software provides CIOs and business executives the actionable metrics needed to ensure organizations and end-users realize the full value of their enterprise application investment. Our solutions help hundreds of global corporations and government organizations make impactful and fact-based decisions that enrich the experience for over a million end-users.

Knoa

Problem

Prior to ProProfs, we used Forrest, which is an open-source, XML-based authoring tool. We found its authoring and publishing process cumbersome. It required setup of the environment for every content producer, familiarity with the XML syntax, building the site and correcting any syntax errors, and copying the site in bulk to the web server. This process was required every time there were minor changes. It had become increasingly challenging for us to keep our documentation in sync with our software, so we started looking for alternatives.

Solution

ProProfs Knowledge Base enabled us to produce the documentation in the same way as we develop our software i.e., in an agile fashion. The best part is that our technical and non-technical teams work in collaboration now. Its collaboration features formed one of the primary reasons to select ProProfs Knowledge Base.

As the software is very user-friendly, everyone in our team (not just tech writers) contributes to the documentation. ProProfs also allowed the content team to publish documentation without waiting for the document to pass through the development build cycle. This has reduced the content generation time drastically. With the migration to ProProfs, we integrated four previous user guides into a single, homogenous site that provides content for a wide audience, including product users, system administrators, developers, and third-party partners.

Result

The feedback from our customers has been excellent. They like the new documentation as it has made finding information incredibly easy. Customers also like the fact that documentation is now in one central repository, making it easy for them to find answers without browsing through multiple user manuals.

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