The company: Scrape Insight
Scrape Insight is the data services division of Smart WebTech, helping businesses collect, automate, and manage data from the web. Its work includes web scraping, web automation, data integration, data enrichment, and custom enterprise-grade RPA.
This kind of service depends on precision. Developers must have exact process steps, API calls, and terminal commands at their disposal. The sales team must also describe the technical aspect accurately since any change can lead to a client deliverable being compromised.
The challenge: Knowledge that lived in people, not systems
Before Zoho Learn, Scrape Insight's documentation was scattered across different platforms. Individually, none of these tools were built for what the team actually needed.
- User-level permissions and access control for documentation were missing.
- There was a lack of password protection.
- The editor didn't support code blocks, which was a serious gap for a team whose SOPs are full of scripts and API calls.
- The editor had inconsistent table support.
- They were missing version histories or change tracking.
Over time, the problem became much bigger than just missing a few features. There wasn't a single place where employees could find the information they needed. Instead, knowledge was scattered across different tools, making it difficult to know where to look.
This had a real impact on day-to-day work. Sometimes, teams followed outdated processes because they couldn't find the latest information. And if the only person who knew a given process was unavailable, work often came to a standstill until they returned.
The team was looking for a centralized knowledge management system and a learning platform that was easy to use. According to Keval:
"We wanted a learning system where we don't fight with the platform itself, but instead fight with our core business challenges."
The solution: Zoho Learn
Scrape Insight evaluated Google Docs, Basecamp Documents, and several open-source wiki tools before finalizing with Zoho Learn. Two things mattered most in that decision.
The purpose of their project was to have a managed platform instead of increasing infrastructure for technology. Developing and operating an open-source wiki took time and effort away from the work that team members were meant to do developing the knowledge base.
They also wanted to avoid repeat migrations. After having gone through several painful transitions previously, they were wary of using any other tools that could create similar problems for them again in the future.
The combination of flexible documentation, granular permissions, collaboration tools, and ease of use in Zoho Learn eliminated all issues that they faced with their previous software solutions.
How Scrape Insight uses Zoho Learn day to day
Zoho Learn is now functioning as the internal knowledge base for Scrape Insight's SOPs, technical documentation, onboarding guides, training materials, and sales processes. Content is organized using spaces, manuals, chapters, and articles, with tables and code snippets embedded directly where developers need them.
A few features stand out as everyday essentials for the team:
- Expiring share links: Scrape Insight regularly shares process documentation with external parties. Once the external party's task is done, the link and access simply expires. No manual cleanup is required from their end.
- The mobile app: For a business team that's frequently on the move, having the knowledge base in their pocket means a person in a car or on a train can pull up an article and forward it to the right person instantly.
- The code editor block: Since much of Scrape Insight's own documentation involves code, terminal instructions, and API calls, having a proper code block in the editor rather than plain text keeps technical SOPs accurate and readable.
Benefits and ROI
The shift shows up most clearly in how fast the team can find what they need, and how confident they are that it's current.
- Cut the time to locate the right knowledge article 10 times when compared to the old, fragmented approach.
- Decreased the effort spent finding and maintaining a single source of truth by 95%.
- Redirected a meaningful number of hours previously lost to fighting with tooling to actual work.
- Sped up onboarding, by helping new employees find documented processes on their own instead of depending on a specific person's availability.
Having everything in one place made a noticeable difference for the Scrape Insight team. In Keval's words:
"The editor is clean and intuitive, and the permission controls make it simple to share the right information with the right people. Support has been responsive as well, and we're consistently curious about what new capability ships next."
Looking ahead
Scrape Insight plans to keep building out its knowledge base by documenting more internal processes, expanding structured training content, and onboarding more users as the team grows across departments.
The team also plans to explore Zoho Learn's course-building features, including quizzes, multimedia training, and AI-assisted course creation. Once they have the bandwidth, they want to turn their existing documentation into structured training programs that are easier to deliver and track.
The Scrape Insight team is already seeing value from the platform's AI capabilities. In their words, The AI features have already made documentation creation faster and easier, and we're excited to see how they continue to evolve.