Knowledge Base

Product Management meets Technical Marketing

www.spectrawiki.com

Focus Areas

  • Documentation 
  • Web Development
  • UX Design
  • Customer Support
  • HTML / CSS / JS
  • SME 
  • Content Creation
  • Video Training
  • Wiki Creation
  • Wiki.JS

Assets Created

www.spectrawiki.com

storcycle.spectrawiki.com

rio.spectrawiki.com

developer.spectrawiki.com

As Product Owner and Technical Marketing Manager for a newly launched software product, an online knowledge base was needed to support the installation and usability of the product

This project and work is a story from Branden’s professional career, not from any work provided by BGM Designs.

The Product

The software product requiring support is an enterprise data management platform installed on a standalone server and connected to the customer’s local network. It scans primary storage systems, identifies file sizes and ages, and allows users to schedule data transfers to lower-cost storage tiers.

The customer base primarily comprises large data users within academia and research institutions. Beyond data archiving, the product has evolved to support the data restoration needs of both data managers and end users.

The Project

Before the knowledge base was created, many failed attempts at technical documentation were attempted, including redoing the user guide, creating quick start guides, and other various media. It was determined that a central hub for this information was needed along with a practical wiki interface. 

Wiki.JS was chosen as the development platform to host the content. First, a pilot knowledge base was deployed on our companies local network before we hosted it in MS Azure with Active Directory SSO. After launch, both internal and external customers had credentials to private information in addition to the public facing wiki 

Project Process:

  • Identify needs of users and stakeholders
  • Develop supporting technical material
  • Deploy a pilot Knowledge Base on internal servers
  • Migrate knowledge base to cloud hosting
  • Integrate SSO and roll out to internal teams
  • Gather feedback and improve
  • Roll out knowledge base to customers

Outcome

www.spectrawiki.com quickly became a success, significantly reducing support incidents while assisting customers and delivering technical training and resources to our internal teams. The Wiki.JS platform was tailored to offer a user interface that mirrored the software products it supported. Its structure was designed to aid installation teams, streamline feature configuration, and resolve support issues by providing fast access to critical information.

The wiki quickly expanded to support several software products and became the main hub for information.