Frustrated with a clunky, unreliable support solution, the team at CRS, an advanced ERP software provider, needed a change. They were wasting precious time on endless bug fixes and repetitive customer calls. Their search for a better way led them to Gleap, a solution that not only simplified their workflow but also gave them back the time to focus on what truly matters: creating a better product for their customers.

The Challenge: A Support System Holding CRS Back

Before Gleap, CRS relied on BetterDocs, a WordPress-based solution, for their customer documentation. The experience was frustrating for both the CRS team and their customers. The system was plagued with issues that made it unreliable and difficult to manage.

Constant Backend Headaches: The team, particularly web developers Rasmus Donslund and Patrick Lund, were constantly fighting fires. They faced "a lot of setup issues" and backend bugs, which meant they had to spend valuable time fixing their documentation platform instead of developing their core product. Patrick Lund noted that "nothing really got done in time" and they felt the developers weren't taking them seriously.

Overloaded Support Team: The unreliability of the documentation led to a "significant overload" of calls to their support department. Customers, unable to find working articles or a reliable way to get answers, resorted to calling with "very small questions that could be easily answered through the documentation."

The Solution: A Seamless Transition to Gleap

The CRS team knew they couldn't continue with the status quo. Rasmus spent a month evaluating various support and documentation solutions, including "the major players in the market." They ultimately chose Gleap for its ease of use, responsive team, and core features.

Why Gleap Stood Out:

• A True Partnership: A key differentiator for CRS was the feeling of being a valued customer, not "just another dollar sign." Gleap’s team was responsive, helpful, and willing to implement new features based on CRS's requests. As Rasmus put it, "it felt like the Gleap team actually cared."
• Effortless Data Migration: The transition process was made significantly easier with Gleap's support team, who provided extensive guidance. The Gleap platform was able to import the text from their old articles, which the team "thought would be lost," saving them a tremendous amount of time. 
• Intuitive UI and Features: The team found Gleap's interface incredibly user-friendly. The article editor, with its "Notion-style" design, made it "really simple to write articles" and manage their vast documentation. The team also praised the AI functionality and the "one-click" translation feature, which they plan to use for their upcoming expansion into new markets.

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The Results: Time, Quality, and Peace of Mind

Since implementing Gleap, CRS has seen dramatic improvements in their workflow and overall efficiency, all without having to worry about their support platform breaking down.

Improved Team Workflows: The most significant benefit has been the time savings. Patrick stated, "We have way more time doing what we actually need to do." By not having to worry about constant bugs and platform downtime, the team can focus on developing its ERP system. Rasmus summed it up by saying that the "sheer experience of everything has been like pretty much perfect."

Enhanced Customer and Employee Experience: Gleap's platform is not only more stable for customers but also for the team. Patrick noted that they are "definitely more satisfied with Gleap than previously." The seamless experience of working within the system has allowed them to create over 100 collections of articles, and they've received no complaints about downtime or article quality since the switch.

The Power of Proactive Support: While CRS's customers still prefer to call in for now, the Gleap help center provides them with the option of self-service. The team is confident that as they continue to refine their documentation, they'll see a reduction in support calls, freeing up their support staff to handle more complex issues.

Looking Ahead

CRS plans to continue using Gleap's platform to build out their support and ticketing systems, a feature they will explore when the time is right. The unlimited seats feature also gives them peace of mind, knowing they can scale their team without worrying about additional costs or administrative hurdles. For other companies considering Gleap, Rasmus has a clear message: "If you want to be interpreted as a professional business, you need a excellent support environment, which Gleap has helped tremendouly to create."