At The Grizzly Labs, the team is constantly shipping. Their apps update multiple times every month with new features, rearranged screens, and optimized user flows — so their documentation has to move just as fast. For a team of 10 supporting millions of users, that's a real challenge. Their bar for support quality is high (most tickets answered within 24 hours), which means they rely on their documentation to do a lot of the heavy lifting. Their previous knowledge base worked, until they started to scale. Maintenance got harder, collaboration got messier, and the quality of help articles started slipping. When their previous docs workflow couldn’t support their needs, they started considering other documentation platforms that could.

We spoke with Mike Lhommet, communications manager at Grizzly Labs on their switch to GitBook.

A clean split, a cleaner workflow

For one of their products, Genius Scan, documentation is a two-person operation — one writing, one reviewing. But the input is team-wide. Everyone contributes by flagging gaps, outdated content, or questions that keep coming up in support conversations, app store reviews, and user emails. GitBook made that process manageable. With change requests, both sides of the team can work in parallel without stepping on each other. Each edit is scoped, reviewed independently, and published without touching anything else in the knowledge base. The detail that stood out most: multiple edits can be in flight at the same time without any of them interfering with each other.

“We can create a new article in one section while simultaneously updating another topic in a different section. Each edit is reviewed independently, so we're never blocked waiting on a single review or worried about overwriting changes or losing base content.”

Keeping up with monthly releases

Genius Scan updates every month. New features, rearranged screens, updated flows — and documentation that needs to reflect all of it, reliably, without anything breaking. Most of what the team writes is driven directly by user feedback: recurring support questions, patterns in HelpScout, and app store reviews. If a question keeps coming up, like which export options are included in each plan, an article gets written or updated so support can share a reliable answer instead of rewriting the same response over and over. GitBook made it possible to keep up. Creating an article now takes a third of the time it did in their previous tool, and the team describes keeping the knowledge base updated as no longer feeling like a chore.

“It's that flexibility and trust in the process that allows us to keep our knowledge base accurate and responsive, even as a small team, where time is scarce, and the product is constantly evolving.”

A more modern foundation

The migration itself was smooth. And beyond the move, GitBook gave Grizzly Labs a foundation that felt more modern — easier to collaborate on, easier to maintain, and better positioned as the product continues to grow. For a small team with a big support bar to clear, that's not a minor upgrade. It's what makes the whole operation sustainable.

Ready to streamline documentation across your organization? Get started with GitBook for free or reach out to our team to see how GitBook’s powerful organization tools can handle even the most complex documentation needs.