Maximize your ISV App Value with High-Quality Docs
Clear, structured, and seamless documentation for your ERP extension
91% of customers
use a knowledge base to solve issues when available.
Based on a study by Coleman Parkers for Amdocs.
Enhance your customers’ journey with high-quality ERP documentation
Marketing and sales
Quality documentation is the first indicator of product quality for customers when comparing ERP extensions. A high-quality knowledge base optimizes your marketing effectiveness by providing in-depth content for potential customers.
It also improves your SEO rankings with relevant keywords and backlinks to increase visibility. Customer confidence increases when they discover there is reliable post implementation self-service support.
Customer onboarding
Well-structured documentation simplifies and streamlines the onboarding process and reduces the need for your involvement.
Customer satisfaction
A comprehensive knowledge base improves the customer experience by allowing customers to quickly find information about your ERP extension exactly when required, thereby reducing frustration and errors. Over time, it allows them to continuously discover and learn about your application.
Because customers typically only use what they learned during initial training, many valuable features will remain hidden without proper documentation. Well-documented ISV applications empower customers to access and utilize the full functionality of your ERP extension and maximize their return on investment.
Happy customers will share positive messages about how effective your ISV application is.
Support
Self-service documentation reduces service desk workload by enabling customers to find solutions themselves. A well-maintained online knowledge base reduces support costs and improves response efficiency.
Customers prefer immediate access to answers available online rather than waiting in a queue for assistance. This allows your service desk team to focus on highly complex requests and reduces response and resolution times.
AI-ready
An increasing number of customers use AI, such as ChatGPT or Copilot to find information. They might:
- Review ERP extensions before purchasing.
- Learn the basics of your ISV application during trial or right after purchase.
- Troubleshoot complex problems as their knowledge increases.
The quality of your documentation directly impacts AI performance. A comprehensive, well-structured knowledge base allows AI to deliver more accurate, helpful responses to your customers. When you invest in robust ERP docs for your ISV application, you’re not just supporting human readers—you’re establishing the foundation AI needs to represent your ERP extension properly.
Internal knowledge transfer
Tailored fit-for-purpose ERP docs for ISV applications ensure critical knowledge remains within your organization, even when key product managers and developers leave.
A well-structured knowledge base limits information loss and streamlines onboarding for new employees. Without a knowledge base, expertise remains in silos and is very difficult to retain.
Customers expect consistency—match your documentation with the ERP they already know
Documentation That Feels Native
Style guide
A style guide defines documentation rules for tone, terminology, formatting, and writing conventions to ensure consistency and clarity. Following the same style guide as the main ERP helps customers feel comfortable with your content.
Information architecture
ERP vendors organize content in specific ways. Customers become accustomed to this when searching for information. Make sure they can follow the same paths when interacting with your documentation.
Look and feel
When customers open your documentation, they should immediately recognize a familiar environment. By matching the ERP vendor’s design, layout, and structure, you reassure them they’re in the right place—just as they know the ERP’s documentation, they’ll feel at home with your extension’s documentation.