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Verifone is one of the world’s leading payment technology companies, with a presence in more than 165 countries and $8 trillion in transactions processed each year.

For a business operating at that scale, documentation plays a critical role in the partner experience. Verifone’s partners rely on technical content to understand its products, complete integrations, and get payment solutions to market quickly.

But as the company’s documentation needs grew across products, formats, and audiences, the existing experience became harder to manage — and harder for partners to navigate.

Verifone needed a new documentation solution that could bring its content into a clearer, more accessible portal, support a smoother partner experience, and help the team prepare for a future where AI agents are increasingly part of the integration workflow.

Creating a better partner documentation experience

For Verifone, the documentation portal is much more than a place to publish technical content. It is a core part of how partners integrate with the company’s technology. As Nick Tristram, Verifone’s Global Solutions Architect, explains:

“The documentation portal is critical for our partners, not only to help them complete their integration, but we want them to be able to do it as quickly as possible.”

Verifone’s EVP Global Customer Success, Thano Thanabalasingam, agrees, telling us that customer experience is a key success metric for Verifone.

“Providing intelligent information in that documentation is a key component of making sure that the customer experience that we provide is best in class.”

But the process of keeping that information current had become too complex. Documentation was spread across thousands of documents in different formats, which made migration, maintenance, and discoverability more difficult than they needed to be.

Nick says that the team and external partners were feeling the friction, too.

“The whole process for getting current content into the portal was just too complex. Plus we’d had feedback from our partners that it was quite difficult to find the content.”

The team needed more than a new place to host documentation. They needed a partner that could help them move a large, complex body of content into a better experience without leaving Verifone to solve the migration challenge alone.

Choosing GitBook as a partner, not just a platform

That support became one of the biggest reasons GitBook stood out during Verifone’s evaluation.

The team was looking for a documentation platform that could improve the partner experience, but the relationship mattered just as much as the feature set. Verifone needed confidence that the move would be supported properly — from migrating existing content to shaping the portal around the needs of its partners. According to Nick, GitBook delivered.

“And I think that, for me, was where GitBook stood out, above and beyond the others. It was really important to have a partner who would help us along this journey.”

With GitBook, Verifone could bring its content together into a more navigable portal and give partners a clearer route to the information they needed. And Nick quickly heard from partners that the platform had completely changed their experience of Verifone’s documentation.

“The feedback on the partner portal was: ‘this is a game changer. This is so much easier to navigate and find the content.’”

Documentation that turns integrations into a self-service experience

Improved navigation was only the first step. Verifone also saw an opportunity to make documentation more useful inside the workflows developers already use.

Rather than asking partners to search through pages of content, GitBook helps Verifone make that knowledge available through AI-powered experiences. Nick tells us how partners can ask questions, get relevant answers, and even receive code they can use directly in their development environment.

“The AI agent now doesn’t just give partners links to where the content is and an answer to their prompt. It also gives them some code in Kotlin that they can copy and paste into their IDE. That was huge.”

Jason Beard, President of Engineering, tells us that has helped Verifone move more of the partner experience towards self-service, reducing the burden on the support team.

“We had people come in to us by support tickets, questions over calls, even face-to-face integrations. Now a lot of that is handled by self-service.”

For partners, that means faster access to the answers they need. For Verifone, it means documentation can play a more active role in reducing friction throughout the integration process.

Writing documentation for humans and AI agents

As Verifone’s documentation experience has evolved, so has the team’s view of who — or what — the documentation is for.

Developers still need clear, accurate content. But increasingly, AI systems are also consuming that information on behalf of developers. As Jason explains, that makes the quality of the underlying documentation even more important.

“One of the main consumers of documentation these days is AI, and the quality of the content that goes in is really important. If you put garbage in, you're going to get garbage out.”

That shift has changed how Verifone thinks about documentation quality internally. Jason explains that the team now writes with AI consumption in mind, so the content supports both human readers and the AI tools those readers may use.

For Verifone, this is not just about AI search. It is about preparing for a future where documentation becomes part of the infrastructure agents use to help developers build.

“The other end is going to be a Claude Code agent or Codex agent or an API agent creating code on behalf of somebody else.”

Looking ahead: MCP and agent-driven development

Verifone is already taking the next step by connecting its GitBook portal to partner AI workflows through MCP.

By hooking MCP into the partner experience, Verifone can help partners use their own authenticated agents to query documentation and generate code. That turns the documentation portal into something more dynamic than a static reference library. For Nick, the portal is now a trusted knowledge source that AI tools can use to support integration work directly.

“We're able to get that MCP hooked in for our partners so they're able to use their authentication credentials with the MCP set up for their agents and start to produce their code via AI.”

The impact is already visible in how customers talk about the portal. Partners are using GitBook not just to read documentation, but to interact with it — asking questions, generating code, and accelerating work that would previously have required more manual analysis.

Making documentation part of the integration journey

For Verifone, GitBook has helped turn documentation into a more accessible, self-service experience for partners today — and a foundation for AI-powered integrations in the future.

By bringing thousands of documents into a clearer portal, improving discoverability, and connecting that content to the tools developers increasingly rely on, Verifone is making documentation a more active part of the integration journey.

Want to see how GitBook can help your team create a better documentation experience for partners and developers? Start a free trial or reach out to our team to see how GitBook can help you build docs that are easier to manage, easier to navigate, and ready for AI.