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Microsoft Software / SaaS United Kingdom

Document360

Customer Service Automation · Enterprise Knowledge Search · Marketing Personalization

With an aim to help businesses improve document efficiency and transparency, Document360 wanted to build an AI-powered knowledge base and service platform.

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Andrew Cloke, Chief Operating Officer, Document360 Increased customer engagement by 50% Reduced costs by up to 40% “The localization and multilingual support through Azure are a critical aspect of Document360 for accessibility, inclusivity, and transparency,” says Kumar.
Azure App Service also helps Document360 developers increase productivity and time to market for new features.
Document360 supports upward of 100,000 active users a month.
It makes it easy to iterate quickly, experiment, and make changes.” Krishna says that with Azure services, the team can build prototypes, deploy solutions, and architect scalable AI solutions while keeping cost low.

Reported impact

Business outcome

The product’s AI-enhanced capabilities have resulted in a 50% increase in customer engagement and reduced operational costs for Document360 by 40%.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

With an aim to help businesses improve document efficiency and transparency, Document360 wanted to build an AI-powered knowledge base and service platform. Document360 was built on Microsoft Azure so that companies can create, manage, and publish online documentation, including product manuals, SOPs, and wikis. It’s an AI-powered knowledge base and service platform built on Microsoft Azure to help businesses create, manage, and publish online documentation, including product manuals, SOPs, wikis, and more. “Every company needs robust knowledge management, and Document360 is customizable to meet their unique needs.” Knowing Document360 could gain widespread use, the developers chose to build the platform on Azure for its scalability, performance, enhanced security, and compliance. Document360 supports upward of 100,000 active users a month. The product’s AI-enhanced capabilities have resulted in a 50% increase in customer engagement and reduced operational costs for Document360 by 40%.

Solution architecture

7 components · 4 layers
  1. Compute
    • Azure OpenAI Service Runs the generative AI experience that answers questions, summarizes content, or drafts outputs for users.
    • Azure Provides the secure, scalable cloud foundation for the solution.
  2. Storage
    • Azure SQL Stores structured operational and analytical data used by the application.
  3. Serving
    • Azure AI Search Indexes enterprise content and retrieves relevant passages to ground search and assistant responses.
    • Azure App Service Hosts the application web layer and API services for the solution.
  4. Orchestration
    • Azure Logic Apps Connects systems and automates process steps between application components.
    • Azure Service Bus Coordinates asynchronous messaging between application services.

Architecture clues

  • Azure App Service helped Kumar’s team streamline Document360 web and mobile app services, while Azure SQL fortified its robust database solutions.
  • Document360 was built on Microsoft Azure so that companies can create, manage, and publish online documentation, including product manuals, SOPs, and wikis.
  • It makes it easy to iterate quickly, experiment, and make changes.” Krishna says that with Azure services, the team can build prototypes, deploy solutions, and architect scalable AI solutions while keeping cost low.
  • It’s an AI-powered knowledge base and service platform built on Microsoft Azure to help businesses create, manage, and publish online documentation, including product manuals, SOPs, wikis, and more.
  • Our customers expect top-notch security, and Azure compliance capabilities provide a comprehensive solution under one roof.
  • “Every company needs robust knowledge management, and Document360 is customizable to meet their unique needs.” Knowing Document360 could gain widespread use, the developers chose to build the platform on Azure for its scalability, performance, enhanced security, and compliance.
  • “Our customers expect top-notch security, and Azure compliance capabilities provide a comprehensive solution under one roof,” says Cloke.
  • “We use Azure App Service as our web layer,” explains Kumar.

Evidence from the source

Document360 was built on Microsoft Azure so that companies can create, manage, and publish online documentation, including product manuals, SOPs, and wikis.
It’s an AI-powered knowledge base and service platform built on Microsoft Azure to help businesses create, manage, and publish online documentation, including product manuals, SOPs, wikis, and more.
The product’s AI-enhanced capabilities have resulted in a 50% increase in customer engagement and reduced operational costs for Document360 by 40%.
With an aim to help businesses improve document efficiency and transparency, Document360 wanted to build an AI-powered knowledge base and service platform.
Transparency Evidence & methodology 90/100 reference value · 87% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value90/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth15/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    5 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Document360 customer story

    First-party
    https://www.microsoft.com/en/customers/story/20669-kovai-limited-biztalk360-azure
    Source type
    Vendor-published customer story
    Published
    Dec 30, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Dec 30, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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