Case Study: iManage scales support content by 400% with Writer

That time Karl from iManage scaled support output by 400% with Writer

iManage, a Chicago-based technology company, needed a better way to scale support knowledge content without creating a backlog or relying on a small central team to review every article. As its support and knowledge management efforts grew, the team wanted to empower more subject matter experts and non-writers to contribute while still maintaining quality, consistency, and alignment with style and terminology guidelines. iManage turned to Writer to help solve this challenge.

With Writer’s style guide and terminology features, iManage built a team-publishing model that enabled around 20 writers to create content more independently, while giving authors real-time guidance on grammar, terminology, and brand standards. The result was a major scale-up in output: iManage grew from fewer than 200 support articles per year to more than 1,000 annually, with nearly 1,000 articles published in the last year alone, and expanded the team by 100% to support the new workflow.

iManage

Karl Gabbey

Knowledge Manager