Bergpay-fintech-documentation - Perfect Documentation

BergPay – Fintech Startup

46% reduction

in integration-related support tickets,

10 days to 5 days

Onboarding time for new developers cut in half (from an average of 10 days to 5 days)

Client Background

BergPay is a Berlin-based fintech startup providing a cloud payment platform and API for businesses to process digital transactions seamlessly across Europe. Its software and APIs allow e-commerce platforms and financial apps to integrate multiple payment methods (cards, digital wallets, bank transfers) through a single gateway. As a growing startup, BergPay recently expanded its offerings to accommodate public transit payment solutions, targeting a new sector of transit operators and mobility services.

Challenges

Despite BergPay’s innovative payment technology, its documentation had not kept pace with rapid product growth. The development team maintained basic API reference docs, but they lacked clear guides, use-case examples, and up-to-date user manuals. New partner developers often struggled with onboarding – integration took weeks of back-and-forth due to unclear instructions. Internally, the support team was fielding frequent queries from developers and business clients that proper documentation should have answered. As BergPay moved into the transit payments market and launched new APIs, the need for comprehensive, structured documentation became critical to ensure successful adoption

Solution

BergPay engaged Perfect Documentation to overhaul its API documentation and user guides. Perfect Documentation assigned a senior technical writer with fintech domain expertise to work closely with BergPay’s engineers and product managers.

The engagement began with a full audit of existing documentation and interviews with subject matter experts to identify knowledge gaps.
Next, a clear information architecture was designed for the developer portal – separating sections for API references, integration tutorials, and user-oriented feature guides.
The technical writer updated and expanded the API Documentation for all endpoints, explaining not just the “how” but also the use cases and best practices for implementation. Step-by-step integration guides and code samples were created to walk developers through common scenarios (e.g. integrating payment widgets or configuring webhooks).
In parallel, Perfect Documentation produced User Documentation for the merchant dashboard, including a searchable online help center with guides for non-technical users. Throughout the process, drafts were reviewed with BergPay’s team to ensure accuracy and clarity, and a consistent tone and style was applied across all documentation.

Results

Within a few months, BergPay’s documentation was transformed into a robust, user-friendly knowledge base. Partner developers can now onboard much faster with clear API guides and examples, significantly improving the developer experience. The comprehensive user guides empower BergPay’s merchant clients to resolve questions on their own without contacting support. These improvements led to tangible business benefits:

45% reduction in integration-related support tickets, as developers find answers in the documentation instead of reaching out for help.
Onboarding time for new developers cut in half (from an average of 10 days to 5 days), accelerating partner integrations and time-to-market for those using BergPay’s API.
Successful expansion into the transit sector, with 6 new transportation partners integrated in the first quarter post-documentation revamp – all onboarding with minimal assistance.