Case Study: NavVis cuts level-1 support tickets 40% with Document360
Key results
The challenge
NavVis, a German company building spatial-mapping and digital-twin technology, served a customer base spread across four continents. Its customer education team faced rising support volume and expected to hire two additional technical writers to keep documentation current.
The solution
NavVis centralised its documentation in Document360 and adopted its AI features — including Eddy AI writing and search and an AI summarizer — to speed content creation and self-service.
“There was a 40% reduction in level 1 support tickets, which by definition is information that exists in the knowledge base.”
BGBradford GoerssCustomer Education Lead, NavVis
The results, in context
Level-1 support tickets fell 40% year-on-year between 2024 and 2025, covering questions already answered in the knowledge base. The efficiency gains covered the capacity gap NavVis had expected to fill with two additional technical writers, and the team generated FAQs for its entire knowledge base in two hours.