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PwC cut documentation time 4x and gave every support team one shared way to capture knowledge with Scribe
With Scribe, PwC Belgium's IT, HR, facilities and service teams documented processes while doing the work, in roughly a quarter of the time. The result was a shared knowledge base, faster onboarding to major transformation projects, and a smoother handover when the service desk moved to a third party.
Summary
- PwC Belgium joined a firmwide AI adoption program, with pressure to standardize, regionalize and document processes quickly.
- Teams documented in silos using screenshots, Word and scattered repositories, with no visibility across teams.
- Scribe cut average document creation from ~45 to ~11 minutes and gave managers a single view of what was being created and by whom.
- The freed-up time let some transformation projects start earlier than planned.
“Scribe is about moving away from individual knowledge stored in people's heads and enabling a collaborative workspace where people share knowledge, work together and achieve a higher efficiency.”
Challenge: documentation no one had time to do
PwC Belgium is part of a global network, and its AI adoption program asked every team to find where AI tools could drive efficiency and reduce cost. At the same time, the firm was reorganizing around standardization, collaboration and regionalization, with territories combining efforts to serve clients.
Both efforts depended on the same thing: documented processes. Sander Leunens, who has spent 27 years at PwC Belgium and recently served as its knowledge manager, saw the gap. Knowledge lived with individuals. Each team captured it their own way, and nobody could see what the others were doing.
The tools made it harder. Guides were built by hand with a snipping tool, Word or Google Docs, and a lot of copy-pasting, then stored across ServiceNow, SharePoint, network drives and other systems.
Deadlines were high and people were busy. Documentation kept losing to everything else.
Two moments made the cost concrete. Client-facing implementation teams had to hand over manuals after every software rollout, which was all manual work. And PwC Belgium's internal service desk was being transitioned to a third-party provider, which meant a huge body of knowledge had to be complete, and fast, before new colleagues took over.
“We had pieces stored in ServiceNow, we had pieces stored in SharePoint, we had pieces stored on simple network drives.”
Solution: capture the work as it happens
Sander's team brought in Scribe for the IT service desk and for client-facing implementation teams, the two places where documentation created immediate value.
Documenting stopped being a separate task. Service desk agents recorded while they helped users, so the how-to existed the moment the issue was solved. Implementation teams showed a process once, added commentary with a microphone, and adjusted layout in the same tool instead of marking up screenshots by hand.
For the service desk handover, engineers identified gaps in their existing knowledge base and used Scribe to write the missing articles, so everything was captured and shared with the new team.
Adoption took work. Sander credits the onboarding: where other software rollouts at the firm had meant handing over licenses and a manual, a Scribe customer success manager ran regular check-ins and live trainings.
As PwC Belgium grouped its support teams under one umbrella (HR, facilities, first-line IT), each with different needs, Scribe worked for all of them. Everything lived in one place, with team spaces, reminders and an overview of what had been created.
“For the first time within my career at PwC Belgium, there was one tool that was liked by every team.”
The results: 4x faster documentation, and capacity back for bigger work
Creating a standard document used to take about 45 minutes. With Scribe it took about 11.
That time went back into administrative work and priorities people had never gotten to. At the firm level, it changed the schedule for major work.
“Some projects could even start earlier than planned, due to the capacity that was freed up instead of manual document creation that took weeks or months.”
Teams also got more consistent. With templates for structure and layout, and visibility into each other's Scribes, people stopped working in silos. Sander saw colleagues borrowing each other's work and asking, unprompted, whether Scribe could do more. When people moved to new teams or projects, they brought Scribe's benefits with them.
The takeaway
For PwC Belgium, Scribe helped turn documentation from a task teams avoided into something they did as part of the work, and built a shared base of knowledge that supported the firm's biggest transformation projects.
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