Case Study: Rainforest Alliance cuts customer queries 40% with Document360
Key results
The challenge
Rainforest Alliance is an international NGO operating across nearly 70 countries. Its documentation was scattered across sources, making it difficult for stakeholders to find answers on their own and adding load to its customer success teams.
The solution
Rainforest Alliance built a self-service knowledge hub on Document360, using mixed-access permissions, AI-powered search, version control and review workflows, and multilingual publishing.
“From the start of 2024 to the end of that year, we saw the number of customer queries drop by 40%.”
KWKieran WilkieSenior Knowledge Base and Data Officer, Rainforest Alliance
The results, in context
Customer queries dropped 40% between the start and end of 2024 as stakeholders increasingly found answers themselves. Positive feedback rose from about 81% to 95.6%, and monthly users grew from roughly 13,000 to 100,000 across 2025.