Case Study: Batch centralizes documentation and improves collaboration with GitBook

How Batch’s centralized documentation delivers better customer experiences

Batch, a customer engagement platform, faced challenges with its fragmented and difficult-to-maintain documentation, which was split between a custom site built from GitHub and an Intercom help center. This setup created duplication, confused users, and was a significant bottleneck for their less technical team members who needed to contribute. They sought a new solution from vendor GitBook to centralize their knowledge and simplify workflows.

The solution was implemented using GitBook. The platform's intuitive interface and Git Sync feature enabled a smooth migration, centralizing all documentation into a single, easily editable site that matched Batch's brand identity. This empowered all teams to collaborate efficiently. As a result, Batch achieved a more scalable documentation process and gained access to built-in analytics to better understand customer usage, which was not possible before.

Batch

Selma Bennamane

Solutions Architect