Overview
Industry
Identity & Access Management
Region
Global
Company Size
Enterprise
Featured Solution
MadCap Flare Migration and Salesforce Community Integration
About the Client
The client is a leading provider of identity and access management solutions for modern hybrid enterprises. Its platform helps organizations secure user access to applications and infrastructure while delivering seamless identity services at enterprise scale
Context
The client relied on Salesforce Experience Cloud to power its customer community, but its knowledge base operated separately with a different look and feel. As customers moved between support resources, the inconsistent experience created unnecessary friction and diluted brand consistency.
At the same time, the existing documentation environment made content management increasingly difficult. The client wanted a modern knowledge base that aligned with its community experience while making documentation easier to manage and scale.
That vision required more than a platform migration. It called for a thoughtful approach to content, branding, and long-term maintainability.
The Challenges That Drove the Change
Fragmented Customer Experience
Customers encountered different branding and navigation across support channels, creating an inconsistent self-service experience.
Legacy Documentation Limiting Agility
The existing FrameMaker-based documentation environment made it difficult to efficiently organize, update, and scale technical content.
Finding Information Took More Effort
Without unified search capabilities, users had to spend extra time locating the documentation they needed.
Maintaining Content Required Repetitive Effort
Updating similar information across multiple topics increased maintenance overhead and made documentation governance more challenging.
How We Turned Documentation into a Better Customer Experience
1. Modernized the Documentation Platform
We migrated the knowledge base from FrameMaker to MadCap Flare, reorganizing the content into structured units and topic-based documentation to establish a scalable, easier-to-manage content architecture.
2. Built a Consistent Brand Experience
We developed branded templates, customized master pages, and created topic-level skin styling to align the knowledge base with the client’s brand guidelines and deliver a consistent publishing experience.
3. Improved Knowledge Discovery
We implemented federated search across the knowledge base, enabling users to locate relevant documentation more efficiently from connected support resources.
4. Simplified Long-Term Content Management
We implemented variables and content snippets to enable content reuse, built custom widgets to collect user feedback and email information, and delivered comprehensive support documentation to help the client’s team manage and maintain the knowledge base more effectively.
Where the Transformation Delivered Value
MadCap Flare knowledge base gave the client a modern documentation environment that was easier to manage and maintain. Topic-based authoring, reusable content components, and standardized publishing made it simpler for the documentation team to keep content accurate and consistent over time.
At the same time, aligning the knowledge base with the Salesforce-powered community created a more cohesive support experience. Customers could navigate branded documentation more easily, find information faster through federated search, and move between support resources without a disconnected experience.
Success Snapshot
FrameMaker-to-MadCap Flare Migration
Centralized Knowledge Base in MadCap Flare
Salesforce Community Synchronization
Reusable Documentation Framework
A Stronger Documentation Foundation
By modernizing the knowledge base and aligning it with the Salesforce-powered community, the client addressed both a legacy documentation challenge and an inconsistent customer experience.
The new documentation environment is easier to manage, delivers a more consistent brand experience, and provides a stronger foundation for future content growth and customer self-service.
Testimonials
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