WTNB Finds Their Single Source of Truth with Hudu

Meet West Texas National Bank

• Location: Texas, USA
• Business Type: Financial Institution
• Customer since: 2025
• Website: https://wtnb.com

What wasn’t working before Hudu?

We were previously using a shared OneNote file that we made separate sections in and managed by all the IT staff. However, the way OneNote works made this pretty unsustainable in the long run.

Inconsistent formatting across technicians

• Documentation lived in a shared OneNote, with each team member formatting things differently.

Lack of centralized access

• Technicians had to dig through folders, files, and various network locations. There was no single source of truth for documentation.

Not built for IT needs

• OneNote wasn’t designed for technical documentation. Customization and scalability were limited compared to purpose-built solutions.

What measurable improvements has WTNB seen?

Making the switch from Microsoft OneNote to Hudu provided a platform for growth, organization, better onboarding (both technicians and staff), and improved the efficiency of tickets and workflows.

Faster technician onboarding

• Onboarding new hires is now 1.5x faster.

Improved user onboarding

• Getting end users set up is 1.25x faster.

Better support turnaround times

• Ticket resolution has improved.
  

Time savings from reduced complexity

• Even without direct financial savings, Hudu has saved significant man-hours by simplifying documentation.

How does your team use Hudu?

We are primarily using the KB section for making user & technician guides. Aside from that we have created several custom sections for specific applications/vendors.

Knowledge base

• Hudu’s knowledge base houses everything from user-facing instructions to technician-level troubleshooting guides. By centralizing this information technicians can instantly access and share documentation with end users, the team has reduced response times and improved support accuracy, and updates are version-controlled and consistent across the department. 

Processes

• With Hudu’s Processes feature, WTNB now documents repeatable workflows like onboarding, password resets, and application setups.

Custom asset layouts

• Hudu’s Custom Asset Layouts let you build structured documentation for anything. Custom layouts make it easier to enforce documentation standards and keep info consistently formatted across the team. WTNB uses this flexibility to document everything that doesn't fit default sections.

Self-hosted portal

• WTNB hosts Hudu on-premise, maintaining full control over its environment and data. This was a key factor in their decision, aligning with the strict security posture of a financial institution.

Why would you recommend Hudu?

• Centralized documentation saves time.
• It's easy to share and easy to scale.

• Great structure for procedures and onboarding.