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Platform FAQ
Everything You Need to Know About SmartDocuments
Whether you’re exploring SmartDocuments for the first time or evaluating the platform in more detail, this page provides answers to common questions about integrations, security, deployment options, implementation, licensing, and more.
What is SmartDocuments?
SmartDocuments is a document automation platform that helps organizations create, manage, and deliver accurate, consistent, and compliant documents at scale. By combining templates, data, business rules, and workflows, SmartDocuments reduces manual effort while improving efficiency, quality, and control.
Organizations use SmartDocuments to automate a wide range of communications, including letters, contracts, reports, forms, and customer correspondence.
What is SmartDocuments FOUR?
SmartDocuments FOUR is the latest generation of the SmartDocuments platform. Built around a workflow-driven approach, it helps organizations create, manage, and deliver business-critical communications more efficiently while maintaining control, consistency, and compliance.
Designed to support the full communication lifecycle, FOUR provides a modern foundation for document automation, enabling organizations to adapt to evolving business needs, technologies, and customer expectations.
What business challenges does SmartDocuments solve?
Organizations often face challenges such as inefficient document processes, inconsistent content, increasing compliance requirements, and the need to manage communications across multiple teams, departments, and channels.
SmartDocuments helps address these challenges by automating document creation, centralizing template management, and improving control, consistency, and efficiency throughout the communication process.
How does SmartDocuments work?
SmartDocuments combines templates, data, business rules, and workflows to automate the creation of documents and communications. Information from connected systems is merged with centrally managed templates, allowing users to generate accurate, consistent, and compliant content with minimal manual effort.
By centralizing content and automating document processes, SmartDocuments helps organizations improve efficiency, maintain control, and reduce the risk of errors.
What can I create with SmartDocuments?
SmartDocuments enables organizations to create and manage a wide range of communications and processes. This includes documents, templates, emails, forms, and workflow-driven experiences that support the creation, review, approval, and delivery of content.
Whether you’re generating a contract, sending a customer communication, collecting information through a form, or orchestrating a complete communication process, SmartDocuments helps bring content, data, and workflows together in a single platform.
How are templates managed within SmartDocuments?
Templates are managed centrally within the SmartDocuments platform, providing a single source of truth for content, branding, and business rules. This helps organizations maintain consistency, simplify governance, and reduce dependency on IT for day-to-day changes.
Built-in version control, traceability, and compliance support help ensure templates remain accurate, controlled, and easy to maintain over time.
Can business users manage templates without IT support?
Yes. SmartDocuments is designed to enable business users to create, manage, and maintain templates without relying on IT for day-to-day template changes. This allows organizations to respond more quickly to changing business, legal, and communication requirements while maintaining control and consistency.
Role-based access controls ensure that users can only access and manage the templates and functionality relevant to their responsibilities.
Can SmartDocuments support multilingual communications?
Yes. SmartDocuments supports multilingual document generation, allowing organizations to create communications in multiple languages from a single template and process.
Languages can be selected automatically based on available data or business rules, helping organizations deliver the right communication in the right language while maintaining consistency across all documents.
How does SmartDocuments fit into our existing technology landscape?
SmartDocuments is designed to integrate with existing business applications and processes rather than replace them. The platform can connect to a wide range of systems, allowing organizations to leverage existing data, workflows, and technology investments while adding powerful document automation capabilities.
Visit our Integrations page to learn more about integration and deployment options.
How do integrations enhance the value of SmartDocuments?
Integrations enable SmartDocuments to connect with the systems your organization already uses. By combining data, processes, and document automation in a single workflow, organizations can reduce manual effort, improve data accuracy, and create documents more efficiently.
Integrations also help ensure that users can work within familiar applications while benefiting from the full capabilities of SmartDocuments.
Visit our Integrations page to learn more about available integration options.
Which systems does SmartDocuments integrate with?
SmartDocuments integrates with a wide range of business applications, including DMS, CRM, ERP, case management, and other specialized systems used to support business-critical processes. Integration options depend on your environment, requirements, and deployment model.
Our platform is designed to fit into existing technology landscapes and can be integrated with both standard and custom applications.
Visit our Integrations page to explore available integration options.
Is API access available in SmartDocuments?
Yes. SmartDocuments provides API access to support integrations, automation, and custom business processes. APIs can be used to connect SmartDocuments with existing applications, exchange data, and incorporate document automation into broader workflows.
Visit our Integrations page to explore available integration options.
Is SmartDocuments available as SaaS and On-Premises?
Yes. SmartDocuments is available as both a cloud-based (SaaS) solution and an on-premises deployment. This allows organizations to choose the deployment model that best aligns with their security, compliance, operational, and infrastructure requirements.
For organizations with specific hosting, data residency, or regulatory requirements, our team can help determine the most suitable deployment approach.
Where is SmartDocuments hosted?
SmartDocuments is hosted on Microsoft Azure within the European Union, with data residency in the West Europe region.
How does SmartDocuments protect data?
SmartDocuments protects data through encryption, secure communication channels such as HTTPS/TLS and VPN, and the controlled management of cryptographic keys.
Does SmartDocuments support Single Sign-On (SSO)?
Yes. SmartDocuments supports Single Sign-On (SSO) through Keycloak, enabling users to access the platform using centralized authentication and identity management.
Does SmartDocuments support role-based access?
Yes. SmartDocuments supports role-based access control (RBAC) for both template management and document generation. Organizations can define which users can create, manage, and maintain templates, as well as which templates and functionality are available to end users.
This helps ensure users only have access to the content and capabilities relevant to their role, while supporting governance, security, and compliance requirements.
Is SmartDocuments GDPR compliant?
Yes. SmartDocuments is designed with GDPR compliance in mind. The platform supports the principles of data minimization, purpose limitation, and security by design, and provides controls for managing personal data throughout the document lifecycle.
Data is processed in line with applicable European data protection regulations, and customers retain full control over the personal information processed within their templates and documents. Built-in features support common data-protection needs such as access control, audit trails, retention rules, and redaction.
Can documents be redacted after they have been generated?
Yes. SmartDocuments supports document redaction, allowing organizations to permanently obscure personal and sensitive information from previously generated documents. This helps support privacy, compliance, and data retention requirements while preserving documents for operational, legal, or auditing purposes.
Does SmartDocuments offer data encryption?
Yes. SmartDocuments encrypts data both in transit and at rest. All communication between users and the platform is protected through HTTPS/TLS, and stored data is encrypted using industry-standard cryptographic algorithms.
Cryptographic keys are managed through controlled, secure processes to ensure ongoing protection of sensitive information, and access to encryption material is governed by strict operational controls.
Can I see SmartDocuments in action?
Absolutely. We offer personalized demonstrations tailored to your organization’s needs and use cases. During the demo, one of our specialists will show how SmartDocuments can support your document automation goals and answer any questions you may have.
Interested in a demo? Visit our Demo page to get started.
Is a Proof of Concept (PoC) available?
Yes. A Proof of Concept (PoC) can be arranged to help evaluate how SmartDocuments fits your organization’s requirements, processes, and technical environment.
The scope and approach of a PoC are determined together to ensure it provides meaningful insight into the value and capabilities of the platform.
How does SmartDocuments licensing work?
SmartDocuments licensing is based on a plan-based model that aligns with how organizations use the platform. Plans differ by the number of users, expected document volume, and deployment model (SaaS or on-premises).
Each plan includes a core set of capabilities, with additional services and integrations available as optional add-ons. Our team works with you to identify the plan that best fits your current needs while leaving room for future growth.
How do we determine which plan is right for our organization?
Our team works with you to understand your organization’s requirements, use cases, deployment preferences, and expected usage. Based on these factors, we can recommend the plan that best fits your needs today while supporting future growth.
What happens if we exceed the limits of our plan?
Exceeding the limits of your plan does not result in an immediate service interruption. SmartDocuments will continue to operate while we work with you to review your usage and determine whether a different plan or licensing arrangement would be more appropriate.
How long does implementation typically take?
Implementation timelines depend on the scope of the project, the complexity of integrations, and the number of templates and workflows being introduced. A focused implementation can typically be completed within a few weeks, while broader, multi-template rollouts with deeper system integrations may extend over several months.
Our team works with you during the preparation phase to define a realistic timeline and approach based on your objectives and environment.
What is required to get started?
Getting started with SmartDocuments begins with a conversation about your goals, current document processes, and technical environment. From there, our team helps define the scope, identify the systems to be integrated, and prepare a clear implementation plan.
Most organizations begin with a small set of high-impact templates and processes, then scale up as adoption grows. No specialized technical expertise is required from your team, our consultants provide the guidance and support needed throughout the process.
What training is available?
SmartDocuments offers a variety of training courses designed to help users, administrators, and specialists develop the knowledge and skills needed to work effectively with the platform. Training is available for different experience levels and areas of expertise.
Visit our Training page for a complete overview of available courses.
Does SmartDocuments offer consultancy for template or workflow building?
Yes. Our consultants can help with template design, workflow optimization, governance, and best practices for document automation. The goal is to help organizations establish a strong foundation for scalable and sustainable document automation.
Explore our Consultancy services.
What support options are available?
Customers can access technical support through the SmartDocuments Support Portal, where they can submit and track support tickets, access documentation, and find additional support resources. Support is also available by phone.
Response times and service levels depend on the applicable support agreement and any additional support services purchased.