All Cases
How Tonder Reduced Integration Time from Two Months to Ten Days and Cut Support Costs by 80% with Documentation Restructuring
Five integration methods. Docs scattered across Google Docs and PDFs. Customers take up to two months to go live. WriteChoice restructured Tonder's entire documentation in one year and turned a two-month onboarding problem into a ten-day process.
CHALLENGE
Slow Customer Integration
SOLUTION
API Documentation Restructuring
RESULT
80% Support Cost Reduction
The Problem: Five Integration Methods, No Clear Path, and Customers Taking Two Months to Go Live
Tonder offers a payment orchestration solution with five distinct integration methods: SDK, direct API integration, hosted checkout, and additional variants suited to different customer technical setups. In theory, that flexibility is a competitive advantage. In practice, it was a significant source of confusion for every new customer trying to get started.
When WriteChoice came on board, Tonder's documentation was spread across Google Docs and PDFs shared ad hoc with customers. There was no central portal, no structured getting started flow, and no guidance to help a new developer understand which integration method applied to their situation before they began.
The impact on the business was measurable and compounding:
Customers were taking up to two months to complete integration. Every additional week in the integration process was a week Tonder was not receiving revenue from that customer.
Product adoption was low because developers who struggled through integration were less likely to explore the full breadth of what Tonder offered.
The integration team was spending approximately ten hours per week providing hands-on support to customers who could not find answers in the documentation, because the documentation did not exist in any structured form.
Tonder was losing prospective customers entirely. A two-month integration timeline was long enough for some customers to reconsider the decision to adopt the product at all.
The core problem was not the complexity of the product. It was that no documentation existed to make that complexity navigable.
How WriteChoice Solved It
WriteChoice took on the full documentation build for Tonder over a one-year collaboration, working on Mintlify from the outset to give the portal the structural flexibility the product required.
Step 1: Structuring the Five Integration Methods as Distinct, Clear Pathways
The most critical problem to solve first was decision paralysis. A developer landing on Tonder's documentation needed to immediately understand which integration path was right for them, and then follow a clear, self-contained guide for that path without getting lost in content intended for another integration type.
We restructured the documentation so that each integration method, SDK, direct API, and hosted checkout, was presented as a clearly labeled, independent section with its own getting started flow, concepts explanation, and step-by-step guides. The choice of which path to take was made explicit and easy before the developer wrote a single line of code.
Step 2: Building Getting Started Flows Designed for Fast Time to First Call
For each integration method, we built a getting started guide optimized for speed. A developer could follow the flow from authentication through to a completed payment creation without needing to leave the documentation or contact the support team.
This included clear authentication documentation, API reference pages with practical request and response examples, and quick-start guides that gave developers an early win before diving deeper into more advanced use cases.
Step 3: Concept Documentation and Use Case Coverage
Alongside the integration guides, we produced concept documentation that explained the foundational ideas behind Tonder's payment orchestration model. Developers who understood the concepts integrated faster and made fewer errors because they knew why they were doing what they were doing, not just what steps to follow.
We also covered the full range of supported use cases, giving developers a clear picture of what Tonder's platform could do and how to access those capabilities through the API. The Mintlify AI assistant, built into the portal, gave developers an additional layer of self-serve support for questions the static documentation did not immediately answer.
The Impact
RESULT
Integration time reduced to 10 days
From 2 months
RESULT
Product adoption increased x2
RESULT
80% Support Cost Reduction
Integration time reduced from two (2) months to ten (10) days, achieved within the one-year collaboration. Customers who previously took weeks to get through onboarding were now live in under two weeks.
Product adoption increased two-fold, as developers who could integrate quickly and confidently were far more likely to explore and use the full capabilities of Tonder's platform.
Support costs were reduced by 80%, as the structured documentation and Mintlify AI assistant absorbed the majority of integration questions that had previously required hands-on support from Tonder's team.
The integration team recovered approximately ten hours per week, redirecting that time from customer support to new feature development.
A professional, scalable documentation portal on Mintlify, built from scratch to match the complexity and growth ambitions of Tonder's product.
"We had a product developers wanted, but our documentation was costing us customers. WriteChoice gave us a portal that sells the product before our sales team even picks up the phone."
— Tonder Product Leadership
Ready to Turn Your Documentation into a Growth Engine?
WriteChoice builds and maintains developer documentation portals that accelerate product adoption, reduce support costs, and free your team to focus on what they do best.
CLIENT
Tonder
INDUSTRY
Fintech / Payment Orchestration
PARTNERSHIP
1-Year Project