EstimateOne is a construction technology platform connecting commercial construction contractors and subcontractors across the tendering lifecycle. Headquartered in Australia with teams also operating in the UK and Southeast Asia, EstimateOne helps thousands of users collaborate more efficiently on construction projects through tools built for builders, subcontractors, and suppliers.
Challenge
Before Notiondesk, EstimateOne managed its help content using a mix of Salesforce and internal documentation tools. As their customer base grew, spanning builders, suppliers, subcontractors, and international users. It became increasingly difficult to keep support content organized, easy to navigate, and tailored to each audience. The team needed a more flexible, scalable solution that could integrate with their existing Notion workspace and deliver a modern help center experience.
Solution
EstimateOne adopted Notiondesk to build a centralized, yet segmented knowledge base system powered by Notion.
Using Notiondesk's Multi Help Centers feature, they quickly launched separate help sites, each tailored to a different audience.
Notiondesk's native Notion integration allowed them to write and manage all their help content directly from their internal documentation workflow without duplication or extra tools. The ability to create collections, cross-link articles, and customize the theme for each help center ensured brand consistency and high usability.
They also use Notiondesk's analytics tool to track article performance, reactions, search insights, and engagement metrics across all centers.
Impact
EstimateOne's support team now delivers a better, faster self-serve experience for each audience segment. Notable improvements:
- Reduced support load: By making information more accessible across dedicated help centers, customers find answers faster without submitting tickets.
- Improved content strategy: Using analytics, the team identifies top-performing content and areas needing updates, improving relevance month over month.
- Faster operations: Publishing and updating help content is now seamless and handled directly within Notion by the internal knowledge team.
Notiondesk has enhanced our customer-facing knowledge base significantly. We have 4 separate sites as our customer audience streams are distinctly different and we needed to make relevant information easy to find. The Notiondesk multi-site option suited us perfectly, and as we already used Notion for our internal purposes, it's been very complementary. The search functionality is great, as is the ability to create collections and attach articles across multiple collections. Far and away the best Notiondesk 'feature' has been the incredible support we've received from Berdrigue along the way. From non-stop setup questions to his responsiveness to enhancements, we've been truly delighted with how quickly and thoroughly all support requests have been managed. We're looking forward to seeing how Notiondesk continues to iterate over time!
Rhiannon West, Knowledge Specialist at EstimateOne
EstimateOne streamlined support across distinct customer groups, all powered by Notiondesk.
