Case Study: NavVis reduces support tickets by 40% with Document360

NavVis cuts support tickets 40% with Document360

NavVis, a German B2B company specializing in 3D mapping and digital twin technology, faced a challenge with its knowledge base being locked inside a CRM and requiring a developer-centric publishing process. This setup, owned by the customer relations team, was slow and unsustainable for scaling documentation across their global customer base. The customer education team sought a new platform to gain full content ownership and provide a better self-service experience.

By implementing the Document360 knowledge base platform and its AI writer, Eddy, NavVis gave its education team direct control. The solution included AI-generated FAQs and article summaries, an AI-powered search widget, and deep integrations. This resulted in a 40% year-on-year reduction in support tickets and allowed the company to avoid two planned technical writer hires, as Document360's AI efficiently covered the workload and scaled their content output.

NavVis