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, document management became a priority.
Braintree reviewed different solutions and chose Confluence. Braintree implemented Confluence 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 management lead at Braintree, had one goal: to build a “docs army,” where everyone is expected to reference and contribute to the Confluence wiki.
“We left editing permissions open to all employees in Confluence…Everyone was contributing, and everyone has a sense of ownership,“ says Carolyn Sinon, a technical communicator 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 information with the rest of the company, such as product or team updates. “It got teams involved and invested in this community of sharing information,” says Sinon.
In two short years, Confluence content and user count has grown by nearly 10 times – 95% employees say they use Confluence regularly. As Confluence and the knowledge-sharing culture take off at Braintree, the organization is adding more staff and policies to guide it.
"Confluence appeals to non-technical users because it's so easy to use. At the same time, it appeals to developers because it's flexible and easy to modify. And content is easy to migrate from other wikis, which appeals to me,” says Gray.
The extensibility of Atlassian products was another draw. “The Marketplace has been incredibly useful for functionality expansion,“ adds Gray.
To learn more about how it built a sharing culture, watch the Braintree Atlassian 2015 Summit presentation.