About Canary Technologies

Canary Technologies is a hospitality technology company that helps hoteliers modernize operations and drive efficiency.

Today, Canary supports 20,000+ hotels, with 350+ employees globally and a 50-person Customer Success team.

Fatima Jaferi is Canary Technologies' Senior Customer Success Enablement Manager, responsible for helping the Customer Success team (and customers) learn new workflows as Canary’s platform evolves.

The challenge: change outpacing docs

Canary is a fast-moving company that ships feature releases weekly.

But the enablement team’s documentation process couldn’t keep pace.

For deeper workflows, Fatima had to publish the same training twice: a written guide and a short video.

A single guide could take up to eight hours, and a 15-minute video added another 1-2 hours of recording and editing.

By the time a guide was ready, the product would be different. So you’d have to start all over again.

That meant rework was baked into every release.

The cost wasn’t just time. When docs went stale, teams fell back to Slack pings and quick calls to answer the same “how do I?” questions.

Canary had tried tools like Scribe for guides, alongside video tools like Canva and Vimeo. But the core issue remained: content still had to be created and maintained in multiple systems.

What Fatima needed wasn’t just “faster documentation.” It was a workflow built for continuous change: create once, publish in multiple formats, and update in minutes.

The solution: a workflow that keeps pace

Canary adopted Trails to create guides and video in one workflow. Adoption was quick, especially for teammates already familiar with Scribe-style guides.

People were… asking, ‘when are we going to get access to Trails?’… It was a smooth rollout and my team thought the product was intuitive.

Trails became the team’s default for:

• Microguides that help customers find one step fast
• Customer-specific guides tailored to a hotel’s configuration
• Internal enablement embedded directly in Notion for quick training and reference

Why Trails fit Canary’s workflow

Trails stood out because it made documentation easier to create and maintain in a fast-moving product environment:

• Guide + video in one pass → publish in two formats without double work
• Blur/redaction → protect sensitive info without manual edits
• Translations → support multilingual teams and customers
• Video to guide conversion → turn existing recordings into step-by-step docs

The result: hours to minutes

With Trails in place, Fatima saw a clear before-and-after:

Before Trails, [creating guides] used to take me hours. After Trails, that same process takes minutes.

With Trails, Fatima cut creation time by 80–90% and keeping docs current became realistic again.

I can literally make my edits in five, 10 minutes, where it would have taken me hours before. Plus it'll automatically update the video.

What changed for Canary’s customers

With more targeted documentation, customers can find answers faster and adopt new features with less friction:

• Microguides help customers reach the exact process they care about
• Customized documentation reflects how each property actually uses Canary
• Better help center resources improve discoverability and reduce back-and-forth

We are able to create more specialized content so our customers can see operational impact faster.

What changed for Canary’s internal teams

Internally, Trails improved confidence and consistency. When documentation is current, teams spend less time verifying and more time executing:

• Faster creation and easier sharing across teams
• Less reliance on ad hoc meetings and Slack pings
• Better discoverability of technical workflows through Trails embedded in Notion

If the documentation can be trusted, it doesn’t have to be double checked as much.

Documentation that scales with Canary’s pace

Trails isn’t just faster authoring for Canary, it’s a documentation workflow built for weekly releases.

Create once. Publish in multiple formats. Update in minutes.

When Canary ships, their documentation ships with it.