Socure is a global leader in identity verification and fraud detection platform serving more than 3,000 customers across financial services, government, gaming, marketplaces, healthcare, telecom, and e-commerce. Socure processes millions of API calls every month across identity verification and fraud prevention use cases.
By adopting ReadMe’s AI-native documentation platform, Socure significantly improved its developer experience and delivered measurable business impact:
- 60% decrease in developer support queries related to integrations
- 2.5x increase in documentation engagement
- Full ROI in under four months through faster onboarding and lower support costs
The Challenge: Powerful APIs, Underpowered Documentation
When Harish Srigiriraju joined Socure as Head of Developer Experience, his goal was clear: ensure that Socure delivers a best-in-class developer experience. He identified that high-quality, developer-centric documentation is an important part of the developer experience. According to Harish, strong documentation is essential to supporting Socure’s rapid customer growth by enabling a self-serve onboarding and integration experience.
Harish believes that developer experience is a competitive moat, not a nice-to-have. Oftentimes, documentation is the first touchpoint for customers and it plays a major role in shaping their initial impression. Developers rely on documentation to assess how quickly they can integrate with the platform and learn about various capabilities, helping them plan their resources to get up and running.
Evaluating Documentation Platforms at Enterprise Scale
Rather than building a custom documentation solution, which would have diverted critical engineering resources from core product development, Harish wanted to explore existing documentation solutions. He conducted a detailed benchmarking exercise by reviewing more than 30 developer portals across competitors and adjacent industries to identify the essential features. He evaluated various documentation tools and chose ReadMe as the best documentation platform for his core requirements.
Socure’s evaluation focused on three requirements:
1. Out-of-the-Box Capabilities
The platform needed to support several features such as API references, changelog, search, and AI-powered assistance, available immediately out-of-the-box without heavy custom development.
2. Customization and Brand Control
Fast implementation was critical, but not at the cost of customization. Socure needed a solution they could tailor custom design, workflows, and integrations while maintaining a consistent brand experience.
3. Collaboration at Scale
Documentation ownership was decentralized across product teams. The solution needed strong collaboration features, including branching and intuitive editing, to keep content accurate and up to date. Bi-directional sync from GitHub to docs was a key requirement as not everyone works in GitHub.
ReadMe met all three criteria, combining enterprise-grade control with fast time to implementation.
"Our goal was a best-in-class developer experience, and ReadMe was the clear winner. Out-of-the-box features with real customer impact, collaborative editing across product teams, and bi-directional sync from the UI meant no other solution checked all the boxes the way ReadMe did." Harish Srigiriraju, Head of Developer Experience
Using AI to Improve Documentation Discovery and Adoption
After launching on ReadMe, Socure focused on making documentation easier to find and consume by implementing the following changes:
- Redesigned the developer portal homepage and navigation to prioritize what developers need most, including API references, release notes, and popular solutions
- Improved documentation discovery with AI-powered search, reducing reliance on manual browsing
- Customized ReadMe’s Ask AI feature with Socure branding and making it highly visible
- Added a “Copy for LLM” button to support developers who use tools like ChatGPT and other AI assistants as part of their workflow
- Embedded interactive demos and workflow previews directly into documentation, allowing developers to see UI workflows alongside JSON payloads
Results: Faster Time to Value and Lower Support Costs
By modernizing documentation and integrating AI-powered discovery, Socure reduced developer onboarding time by 30%. Support tickets and queries related to integrations dropped by more than half, and engagement with documentation more than doubled. Documentation also became a single source of truth across the organization.
With ReadMe's API, Socure brought documentation wherever work happens:
- Slack bots answer questions using documentation as the source of truth
- IDE integrations surface docs directly in tools ilke cursor via an MCP server
- Customer support tools automatically pull relevant documentation for faster resolution
“We want our documentation available wherever developers work. Not just in a browser.” Harish Srigiriraju, Head of Developer Experience
Key Takeaways for Enterprise Teams
Socure’s experience highlights a few best practices for enterprise developer experience teams:
- Treat documentation as a product
- Design documentation around the full developer journey
- Invest in discovery through AI search, navigation, and contextual examples
- Leverage superior developer experience as a competitive differentiation
Looking Ahead
Socure’s roadmap includes deeper personalization of documentation based on customer use cases and continued investment in removing friction across the developer journey.
For enterprise companies looking to improve API adoption, Socure’s results demonstrate the business value of AI-powered documentation and the role it plays in accelerating revenue, reducing support costs, and winning developer trust.
“The future of documentation is personalized. Developers should only see what matters to them, and easily provide context to various LLMs to help them integrate faster.” Harish Srigiriraju, Head of Developer Experience
