ProcedureFlow

5 / 5 20 reviews

Who Uses This Software?

Our target market is inbound call centers with 100-500 agents.


Average Ratings

20 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Business Hours

Vendor Details

  • ProcedureFlow
  • procedureflow.com
  • Founded 2015
  • Canada

About ProcedureFlow

With ProcedureFlow, following company processes has never been easier. Ditch the 200 page manual that no one reads and create standard operating procedures that people actually enjoy using. Use small hyperlinked flowcharts to represent complex expert knowledge and once employees can see inside the heads of your experts, use the flows to reduce training and mentoring by 50-90%.


ProcedureFlow Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

ProcedureFlow Reviews Recently Reviewed!

Simple but powerful software which is allowing us to streamline all of departments

Aug 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Simple to use, collaborative - the end product is better than the most knowledgeable team member, everyone can stay up to date all of the time.

Cons: Currently cannot link to or embed PDF files, only images. The ability to have an offline backup stored locally would be good, but not essential.

Overall: This software has very easily allowed us to simplify, streamline and modernize the procedures in every department of our company. It also is proving a great tool in training new team members.

Previously we have found that knowledge sharing files, both hard copy and on the server have proved difficult to access and keep up to date. Now the very latest information about products and procedures is instantly at all staff's fingertips.

We have also found in the process of creating our Procedure Flows that we have been able to re-examine most of our current procedures and actually improve them.

To get the best from PF we are installing 2nd monitors for each PC so that staff can work with Procedure Flow up and visible all of the time.

Excellent tool that enabled us to communicate our process to our remote employees and contractors

Aug 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Our team is currently using Procedureflow to communicate our SOP (standard operating procedure) to our field service network across Canada.
We love the fact that the tool is mobile friendly and our service technicians and field service managers can access our process in real-time conveniently thru their laptops, tablets or smart phones.
Easy access to our SOP in real-time is driving adherence to process as well as employee engagement. Collaboration among our team is now easier; everyone can easily provide feedback and propose modifications to our process.

Cons: Reporting on usage is somehow limited but I know the Procedureflow team is diligently working on closing this gap. Looking forward to it!

A Tool for Continuous Improvement of Processes

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Offline backups and ease of use

Overall: ProcedureFlow has become an indispensable tool for process improvement initiatives at our law firm. We have used it to standardize many of our internal and client-facing legal processes. We particularly have benefited from the ability for our lawyers and staff members to propose changes to flows that impact their practice and be automatically notified when changes are made to the standard working procedures.

Recommendations to other buyers: The possibilities for this software are endless. We are continuously discovering new use cases.

Procedure Flow for In-house Counsel Needs

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like how a sub process is tucked within the structure. In the past my process flow charts were far to busy, creating an overwhelming sense in those trying to understand them, let alone use.

Overall: I just started using Procedure Flow as a means to engage operations. I manage the legal processes as In-House Counsel, but I need operations to follow these processes. By using Procedure Flow, I can engage everyone and, most importantly, give them room to shape the process.

In particular, I am rolling out Procedure Flow to ensure we have contracts that have been appropriately approved with managed risks, signed and properly stored. When the company uses Procedure Flow, I can easily knock of multiple legal due diligence items that I plan to use to reduce insurance premiums, reduce litigation risk, educate operations of legal risks and mitigation and make contract engagement a smooth process that will not slow the company down. Excellent!

Using Procedureflow to provide training and drive improvement in Corporate Services

Mar 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been using Procedureflow to document numerous processes within our Coporate Services group. We have seen particular success in our Customer Billing area. Through our documentation of these processes we have been able to train a number of our staff in a much more efficient way. We have also utilized our procedureflow documentation to facilitate process improvement . Procedureflow has shown to be a great support on both fronts. We plan to utilize Procedureflow further in other areas to support additional improvements.

Incredibly easy to learn, made process mapping simple

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to learn, great support support team.

Overall: ProcedureFlow has been great in the few months we have used it - very intuitive design allowed us to quickly learn and develop our process maps and publish to a broad audience. The process flows also work well on mobile.

The support from the ProcedureFlow team has been outstanding. We have taken advantage of group training sessions along with 1-1 process reviews to ensure our maps flow properly and are easy to navigate. They have great training videos and best practices available on their help forums for added support.

Definitely recommend ProcedureFlow if you need a process visualization tool for training or day-to-day work.

Procedure Flow really allows the creation of one source of truth

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Great experience. Solid interface with lots of support. Great staff that really put the time into making out transition a success. A great way to take complex situations and make them digestible for operational users.

I found it particularly useful for new hires. We support multiple lines of business in a complex, constantly changing environment. Having the ability to encode the process for thousands of different situations, in a modular, approachable way has been a game changer for our training and onboarding.

Procedure Flow captured our tribal knowledge

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: easy to use, easy to update, easy to capture feedback

Overall: With ProcedureFlow, we were able to capture all of our tribal knowledge and reduce the amount of time spent looking for and providing on-the-job support. We have built updating procedures into our daily workflows, so the latest information is always available. ProcedureFlow is easy to use and makes onboarding so much easier.

ProcedureFlow

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: EGNB has been using ProcedureFlow for 3 years. It allows Staff to improve processes, deliver consistant information and messages to our customers. Very functional and easy to learn. Faster on-boarding of new employees.

Manager - Technical Support

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: ProcedureFlow helped bring consistency and efficiency in my team by providing us with a tool to document easy to follow process flows, links to internal documents/templates as well as internal/external URLs. This tool is browser-based so it's easy to navigate and is always available in the Cloud. In one of my teams, the training time for the newest team members was streamlined to 1/3 of the training time it had taken to ramp the initial set of team members. The knowledge from our experienced agents was captured and continues to be updated as needed to provide a single source of information to enable all agents to do their jobs effectively and provide a consistent end customer experience.

ProcedureFlow is a great tool for Process Mapping

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We've been using ProcedureFlow for a little over two years to map our current processes. We have found it very helpful to see our processes laid out visually in ProcedureFlow. It's made easier for us to see where we can make improvements.

ProcedureFlow has also been great, in that, we have one source for our process documentation. We know we only need to update a process in one place and everyone who needs to, will see it. There is no more worrying about distributing documentation and making sure old stuff is tossed.

We started using ProcedureFlow by training, but now we're mapping processes every day, on our own. We've found this software to be very useful for us, as well as easy to use.

Handles complex process flows easily

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Ease of use and captures complex process flows easily. Allows new users to quickly see how processes work or are supposed to work.

Cons: Not sure if it can export as PDF or VSD file type, but these formats can be used to share process snippets externally for customers that ask for details during audits, without sharing our entire proprietary flow.

Overall: I was recently tasked with mapping our complex business processes from Pre-Sales through Steady State to ensure all of our customer touch points were robust and would lead to a great customer experience for all newly acquired customers. Once we established a regular cadence to our process, it was easy to orient new team members to the existing process flow, show them what we knew and where process gaps existed, solicit there input and then capture their contribution in real time. This approach, when replicated repeatedly, allowed us to quickly build out a working process flow, complete with swim lanes, clear accountability and process gaps. From this point, we are going to circle back and close the gaps. Really like this tool. Great support from the Procedure Flow team when we have feature requests and functionality questions. I highly recommend it.

Recommendations to other buyers: Once you use it, you'll see how powerful it is and how easy it is for others to follow and understand.

ProcedureFlow Standardizes Procedures, Improving Service Quality

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like how easy it is to create flows. I like how it boosts confidence in new hires, how it ensures all agents are on the same page and providing customers with consistent information, and how it allows us to quickly and efficiently update information so we can be assured it'll be effectively communicated with everyone who needs to know.

Cons: There isn't an autosave feature. So, if your computer crashes, and you're working on a flow and haven't saved it, all your work is lost.

Overall: 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.

Recommendations to other buyers: The people at ProcedureFlow are actually really great about listening to feedback and, when necessary, making adjustments to improve the user experience. They've been an awesome company with which to work.

Using ProcedureFlow for Customer Journey Mapping for Cloud Service Offers

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Starting last year we adopted ProcedureFlow as our tool for Customer Journey Mapping, replacing PowerPoint, for several of our cloud services . The tool is very easy to use, simple and intuitive. It has enabled us to bring people into the process and get up to speed very quickly in helping to document end-end cloud service delivery processes.

We use the flows with our Customer Success Management teams and our cross-functional teams working on continuous improvement. PF makes it easy to provides a high level map that links to the detailed work flows that individual functional teams maintain in their own tools, e.g. Salesforce, Gainsight, Jira, OpenAir, etc.

We looked at several other tools built for journey mapping as well as Visio, but the clarity and simplicity of ProcedureFlow won out. One feature we wanted was the ability to "clone" flows and that was delivered. As a company, PF has been great to work with and a valuable business partner.

Simple yet robust

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Pros: The hands on training and assistance in the development stage. From the Process Mappers to the Project Managers, they assisted us as much as possible. From analyzing our current procedures to finding the best solutions to the most complex procedures. After the product is ready for roll out, they assisted with the implementation process by training the trainers to use the product to it's full potential. Again they were genuinely concerned with any shortcomings and did everything possible to assist in correcting them.
The product itself is super user friendly and easy to follow. It's not bogged down with an abundance of features which makes using ProcedureFlow and showing employees how to use it extremely simple.
From a back-end perspective making any changes, and even allowing some expert employees to "suggest" changes within ProcedureFlow itself makes the product ever so relevant. Updating procedures and alerting the staff in real time keeps the operation moving smoothly and eliminating the need for on-going training.

Final Thoughts: If able to implement to your business needs then ProcedureFlow is a time-saver. Unfortunately in a business unit that isn't as streamlined and requires a lot of multi-tasking in multiple systems, ProcedureFlow is only able to be useful for training purposes for us. Keeping up with another system, while maneuvering through 4 other systems on every call, was too daunting of a task.

Great Product! Excellent Customer Service!

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I initially was introduced to ProcedureFlow at a Genesys event. The presentation was very informative and got the organization thinking that this product would work for us. The individuals that we worked with from the start of PF to the end were consummate professionals, dedicated, and very hard working. They left no stone unturned to figure out how the product could help improve efficiency, lower costs, and streamline different ideas and procedures into one flow. I would recommend this product to any call center or business that needs to cut down on training time, turnover, and streamline procedures.

Can't Function Without It

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Quick start. Very little learning curve. Intuitive. Ability to collaborate on flows easily.

Cons: There are always cons just haven't run across them. Maybe there aren't any?

Overall: We purchased a few seats to get started and within hours realized how vital ProcedureFlow is to what we do. We love the ease of use, functionality and collaborative aspects of this software.

Recommendations to other buyers: Just try it. You will quickly see its value.

A game changer for making procedures that are actually useful.

Mar 14, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The software is highly flexible and great for collaborative process building. The collaboration aspect seems to get buy-in from the techs, since they are helping to build the processes.

Cons: The user management features aren't strong. They could use integration with AD and group management to make administration easier.

Overall: 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!

Recommendations to other buyers: Following their style guidelines makes your life easier in the long run. They have some good videos that give advice on creating good flow in your processes. It is worth watching them and getting your team to watch them.

Great reference for follow-up after training

Mar 06, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The ease of use - it is very intuitive, both from a set-up point of view and a user point of view.

Overall: 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.

Recommendations to other buyers: A few hours of training with the support team will get you up and running in no time!!

Simple & Powerful

Mar 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've been using ProcedureFlow for several months now and it's changing the way we run our operations. First of all it's a great practice to build these out for every part of your business because it forces you to think things through logically and step by step. We don't only use it for our contact center but everything from accounting to human resources. My main concern when I started using it was the adherence component, which has not been flawless, but getting that right is up to management and has little to do with the software. I had several departments initially tell me this software would be of no use to them, but after sitting down with them and working through some flows they were convinced otherwise. This is dramatically better than the old 200 page manual that no one reads. From the tech perspective this application is excellent. It's very intuitive, fast, and robust. I haven't experienced any bugs or downtime since I've been using it. It's all visual drag and drop so there's really no learning curb. The team is super responsive and attentive so on the few occasions where I had questions they were answered within minutes. Overall this was a great find for our company and we're very happy with it.