Case Study: Rainforest Alliance cuts support queries 40% with Document360

Rainforest Alliance cuts customer queries 40% with Document360

Rainforest Alliance, an NGO promoting sustainable agriculture, faced a significant challenge with its knowledge management. Its documentation was scattered across four disconnected systems, including SharePoint and Confluence, creating no single source of truth. This made it difficult for their nearly 8,000 global members to find accurate information, leading to inefficient support processes.

The organization implemented Document360 to create a centralized, AI-powered knowledge hub. This solution provided structured workflows, mixed-access permissions, and multilingual support. The results were substantial: customer support queries were cut by 40%, positive feedback rose to 95.6%, and monthly users grew from approximately 13,000 to 100,000, transforming their support into a self-service model.

Rainforest Alliance