ProcedureFlow

After struggling for years with procedural documentation that was less than useful, we found ProcedureFlow. It has truly been a game changer in our Managed Services business. We now have a dynamic and useful set of processes, that are collaboratively created and maintained by the people using them.

Our staff can create or update procedures themselves and the built-in approval workflow allows us to keep the changes, recommend improvements or occasionally reject them.

Our annual SOC2 audits have become much more straight forward since we can simply export a copy of our processes, give them to the auditors and they have a single source of process information to check us against. Since the processes are easy to access, our SMEs are better at consistently following them as well.

While it isn't an ITIL focused product, it is flexible enough that I easily created an ITIL structure in the tool and all of our sub-processes fall under those ITIL entry points.

Since we still use Sharepoint for our document management and references, we simply deep link from process elements to the pertinent documents in Sharepoint. That gives us the best of both worlds.

We rarely need to call their support, but when we do they are very quick to respond and give a very personalized service. Great company with great service!

Overall this is a very helpful program that has added efficiency to our team and improved our processes.

We began using ProcedureFlow about a year ago. Every department at our company utilizes it. I'm the Customer Support Trainer, so as far as my department is concerned, ProcedureFlow allows agents to see the most current, proper procedures, resulting in consistent service. I know a lot of people don't absorb everything discussed in training, but that's OK because, now, we have ProcedureFlow! Since they know they have this tool readily available to them, people can feel confident the moment they hit the floor. We encourage all agents to use it. Also, it's really easy to build flows. ProcedureFlow has proven to be an excellent resource for our company. We love it.

Our staff and lawyers have been very receptive to ProcedureFlow, as there is very little training required to get them familiar with how it works. We can provide step-by-step procedures for everything from the basics of setting up their voice-mail to the more complex steps involved in setting up a search for documents in programs such as OpenText (Document Management System) or CaseLogistix.

Our new arrivals have found it particularly helpful for reference purposes following their orientation sessions.

The support team provide excellent support during start-up, although the product itself is so straight-forward, there is very little time needed to get up and running.