Sprinklr – Knowledge Base Content Management

100 %

documentation per release

200 +

features per release

150 +

updates per month

- 80 %

time per deliverable

From The Client

Murray Oxley

Smemark planned and led the product documentation project for Sprinklr. They built an excellent team, learned fast, got the whole team producing high quality technical content.

Hitesh is an outstanding contributor and manager. We are in a better place today because of his leadership and guidance. - Murray Oxley, Sprinklr

Project Overview

Sprinklr offers the world's most complete enterprise Social Media Management System (SMMS), used by 99 of the Fortune 100. It's purpose-built to help large brands create, manage, and optimize valuable social experiences.

Sprinklr wanted to capture more market opportunities with up-to-date and complete knowledge base documentation. They wanted technical content to be written correctly and on time, keeping up with their feature roadmap and release schedule.

Executing The Strategy

Smemark took charge of testing and documenting new product features. In this role, we hired, managed and led a team of 10 technical writers, editors and content managers to achieve:

  • 100% Release Documentation - Information gathering, usability testing, writing and review of over 300 documents per release.
  • Knowledge Portal Feedback Resolution - Information gathering, usability testing, writing and review of over 100 documents per month. Resolving documentation queries and involving success managers as needed.
  • Knowledge Management - Identifying and filling knowledge gaps. Fixing accessibility, redirections, broken links, and search results.
  • Knowledge Websites Administration - User Roles, Settings & Integration of KP sites. Resolving and troubleshooting issues.
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