In 2013, Braintree was acquired by PayPal – causing huge growth and change at the organization – including its approach to knowledge management. While Braintree has always focused on providing excellent external support to merchants, it lacked a system for sharing information internally. Documents were spread across numerous wikis, Google Docs, and white boards, often containing duplicate, conflicting, or irrelevant information. As the organization grew, knowledge management became a priority.
Braintree reviewed different solutions and chose Atlassian. Now, Braintree uses Confluence across their organization as its internal knowledge base for everything from external and internal product help, to HR policies and facilities information. Once the migration was complete, Liz Gray, knowledge product manager at Braintree, had one goal: to build a "docs army" where everyone is expected to reference and contribute to Confluence.
"We left editing permissions open to all employees in Confluence. Everyone was contributing, and everyone has a sense of ownership," says Carolyn Sinon, a knowledge project manager at Braintree.
Gray's team also started a weekly internal newsletter hosted in Confluence to foster engagement. Teams use it as a platform to share product or team updates with the rest of the company. "Confluence got our teams involved and invested in sharing information," says Sinon.
Braintree also implemented Trello for teams to brainstorm and take action on projects and products, before documenting them in Confluence. "Trello is where we brainstorm ideas within and across teams," says Gray. Once these ideas are captured and organized into categories, action steps are mapped out in Trello. As projects are underway, all relevant documentation is housed in Confluence. "Trello is where we figure out what is true, and Confluence is where we record what is true," says Gray.
Since launch, Atlassian usage has expanded virally across Braintree. Confluence content and user count has grown by nearly 10 times – 95% employees say they use Confluence regularly. Also Trello usage has taken off across engineering and business teams for capturing and tracking project ideas through to completing project tasks. "Atlassian products appeal to non-technical users because they're so easy to use. At the same time, they appeal to developers because they're flexible and easy to modify." says Gray.