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Process Documentation for SaaS Companies

Discover the essentials of process documentation for SaaS companies. Learn to define, organize, and share processes for long-term team success and efficiency.

5 mins read time
Clara LoCricchio
Clara LoCricchio

Dec 07, 2023

In a world of ever-changing SaaS trends, flexibility and agility are more than just buzzwords — they're the keys to consistent growth and success. One fundamental way to ensure that every team member has the necessary resources at their fingertips is through effective process documentation.

Over 90% of successful companies use business process documentation — proving that this function isn't just a formality; it's a detailed roadmap of how to execute specific processes within your organization. It meticulously outlines the steps required to complete a task from its inception to its conclusion, leaving no stone unturned. This comprehensive approach to documenting processes ensures that every team member, regardless of their role or experience level, can understand and execute their responsibilities precisely — without heavy reliance on other team members for training or help.

The importance of process documentation really can’t be overstated when it comes to SaaS and remote work. With teams often scattered across different locations and time zones, having well-documented processes becomes the glue that holds everything together. It bridges geographical gaps, making collaboration and coordination seamless.

In this article, we’ll explore everything you need to know to effectively document your processes and keep every team member on the same page — that way, you can always be innovating, no matter where you’re located. 

In This Article: 

The Benefits of Documenting Processes as a SaaS/PLG Brand

Process documentation offers a myriad of benefits, especially for SaaS/PLG brands:

  • Enhanced Efficiency and Scalability: Did you know that poor processes cause 44% of business inefficiencies? By mapping out processes, companies can identify these inefficiencies and bottlenecks and eliminate busy work, paving the way for more streamlined operations. 
  • Effective Training and Onboarding: Clear process documents serve as a valuable resource for training new employees during onboarding and refreshing the knowledge of seasoned staff — keeping everyone on the same page, regardless of how long they’ve been on board.
  • Knowledge Preservation: Documenting processes ensures that critical knowledge isn’t lost when key employees leave, maintaining business continuity for the long haul. 
  • Risk Mitigation and Consistency: With detailed documentation, companies can maintain operational consistency and mitigate risks, which is crucial for long-term success.
  • Foundation for Improvement: Documented processes are the first step toward continuous improvement, a core principle for growth and innovation in the SaaS sector.

How to Document a Process

There’s not a one-size-fits-all approach to process documentation. There are myriad methods to choose from, ranging from traditional written documents and templates to sophisticated automated software solutions or videos. As your company grows, your approach to process documentation might evolve, integrating seamlessly into your overall productivity and project management strategies. 

Below, we’ll walk you through the steps you’ll need to take to document your essential processes, regardless of which method you choose. 

1. Define the Scope

Start by identifying the process you are documenting. Determine its starting and ending points, and clarify how someone using the documentation will know when the process is complete. This step sets the boundaries and objectives of your documentation. Also, think about who will be using this documentation. The way you lay out the processes might be different if you’re documenting for someone who is totally new to the team.

2. Identify the Players

If the process involves multiple people, clearly outline each person's role and responsibilities. This clarity prevents confusion, ensuring a smooth workflow while reducing the risk of overlap.

3. Gather Information

Engage with team members and stakeholders involved in the process. Consider holding a brainstorming session to capture the perspectives of everyone involved.

4. Organize the Information

With all the information in hand, your next task is to structure it coherently. To find the best flow, you might use physical or digital tools like index cards or sticky notes to visualize and rearrange the steps.

5. Write Your Process Down

Transform your organized thoughts into clear, concise instructions. Embrace key principles of user experience writing, using active voice and straightforward language. Aim for a layout that enhances readability, such as short paragraphs and bulleted lists. Remember to include any necessary visuals or videos!

6. Get Feedback

Share your initial draft with a select group for feedback. Make sure to include team members who are unfamiliar with the process to gauge the documentation’s clarity and effectiveness — after all, just because you understand it doesn’t mean the rest of your team will. Use their input to identify well-explained areas and those requiring further clarification. 

7. Revise Your Process 

Incorporate the feedback to refine and improve your documentation to ensure each step is clear and easy to understand. 

8. Distribute

Once you’ve made all necessary revisions and finalized your process, store it in one centralized location, like ClickUp or Notion. This way, everything is easily accessible, so no one has to dig for your documentation when they need it. 

9. Review and Update Regularly 

Remember, process documentation isn’t static. Set reminders to regularly review and update the documentation to keep it relevant and effective as your business evolves.

One more tip — process documentation isn’t a job for just one person. Suzie Cyrenne, COO of Buster Fetcher, says that she tells her team to document every process in Notion within two months of its implementation. This way, everything is standardized and available in one central location, without all the heavy lifting falling on any one individual. 

Start Documenting Your Processes

Process documentation is a key component for any business, especially in the SaaS/PLG sector. It's not just about keeping a record; it's about building a foundation for efficiency, training, knowledge preservation, and continuous improvement. As businesses evolve, one thing is obvious — those that effectively document and regularly reevaluate their processes will be better positioned for success and scalability.

Want to learn more about process documentation and what it can do for your team? Listen to Suzie Cyrenne on Remotely Cultured


Want to get more out of remote work?  Listen to our Remotely Cultured podcast, full of tips and tools to live and  work your best from anywhere.  Listen Now


Clara LoCricchio

Clara is a creative copywriter and content strategist living in Nashville, TN. She loves working with companies to find their voice, define their brand, and translate their objectives into compelling stories that consumers can engage with. In her free time, you’ll probably find Clara at a yoga class or curled up with a good book (probably with one of her dogs on her lap).

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