Becca Campbell
VP of Customer at Settle
Settle's software helps e-commerce-based brands order, manage, and pay for inventory. As a leading Series C Fintech, Settle has raised capital from Ribbit Capital, Kleiner Perkins, and Shopify, and has been recognized by Forbes as the next billion dollar startup.
As Settle scaled, their feature velocity picked up, but the internal "what shipped, when did it ship, and how do I talk about it?" information loop couldn't keep up. Customer-facing teams felt this the most: confusion about whether something was live, how it worked, and how to explain it to customers. The Customer Support and Success teams tried several processes to improve product knowledge, but they were all time-consuming and prone to human error:
As this pattern continued, documentation began lagging behind releases, creating gaps where customers and internal teams were asking questions before the help center had answers. Settle started looking for solutions that scaled with them.
Settle piloted Notion AI and Cursor for several months to see if they could help.
Settle ultimately piloted Solo because it could answer questions directly from the codebase and feature flags.
As a fintech, Settle is naturally cautious about giving any tool access to internal information. But they felt confident in the Solo team and their security infrastructure, so they were comfortable bringing it into their stack. Settle described onboarding as surprisingly lightweight: "Solo was super simple to set up for something as helpful and robust as it is. We were set up in less than a day, and the support was great—not just fast responses, but proactive outreach."
Before Solo, documentation was a multi-step relay:
Before Solo, they were probably only capturing about 60% of what actually shipped, because it depended on what each PM thought was worth highlighting. With Solo, they saw everything.
After Solo, the workflow flipped:
They saved about five hours every sprint just by not having to hunt down new features.
When code changed, Solo identified knowledge base articles that became outdated, saving Settle's team from manually tracking and correcting stale documentation. This happened nearly in real time alongside code changes. Solo showed them exactly where the knowledge base needed updates. Because they could publish changes so quickly, every AI tool relying on that content stayed current. That helped them avoid situations where customers were asking questions they couldn't answer. With fresher, more accurate documentation, downstream tools like Fin AI immediately benefited. After Solo started maintaining their knowledge base, Fin AI's deflection rate increased by 20%.
Settle's software helps e-commerce-based brands order, manage, and pay for inventory. As a leading Series C Fintech, Settle has raised capital from Ribbit Capital, Kleiner Perkins, and Shopify, and has been recognized by Forbes as the next billion dollar startup.
As Settle scaled, their feature velocity picked up, but the internal "what shipped, when did it ship, and how do I talk about it?" information loop couldn't keep up. Customer-facing teams felt this the most: confusion about whether something was live, how it worked, and how to explain it to customers. The Customer Support and Success teams tried several processes to improve product knowledge, but they were all time-consuming and prone to human error:
As this pattern continued, documentation began lagging behind releases, creating gaps where customers and internal teams were asking questions before the help center had answers. Settle started looking for solutions that scaled with them.
Settle piloted Notion AI and Cursor for several months to see if they could help.
Settle ultimately piloted Solo because it could answer questions directly from the codebase and feature flags.
As a fintech, Settle is naturally cautious about giving any tool access to internal information. But they felt confident in the Solo team and their security infrastructure, so they were comfortable bringing it into their stack. Settle described onboarding as surprisingly lightweight: "Solo was super simple to set up for something as helpful and robust as it is. We were set up in less than a day, and the support was great—not just fast responses, but proactive outreach."
Before Solo, documentation was a multi-step relay:
Before Solo, they were probably only capturing about 60% of what actually shipped, because it depended on what each PM thought was worth highlighting. With Solo, they saw everything.
After Solo, the workflow flipped:
They saved about five hours every sprint just by not having to hunt down new features.
When code changed, Solo identified knowledge base articles that became outdated, saving Settle's team from manually tracking and correcting stale documentation. This happened nearly in real time alongside code changes. Solo showed them exactly where the knowledge base needed updates. Because they could publish changes so quickly, every AI tool relying on that content stayed current. That helped them avoid situations where customers were asking questions they couldn't answer. With fresher, more accurate documentation, downstream tools like Fin AI immediately benefited. After Solo started maintaining their knowledge base, Fin AI's deflection rate increased by 20%.