Technology is changing dramatically. New models are emerging. New demands must be met. To come out ahead, CIOs will need to face the uphill battle of managing organizations with complex, constantly changing information.

The Canadian utility, NB Power, was faced with this challenge and more just a few years ago. They had been struggling with extensive training time for new employees and high operating costs. As the company drowned in complex information captured in traditional publishing tools, the confidence of agents frequently ran low. Agents struggled with proficiency and finding the right information they needed, which was stored across multiple locations making duplication a common occurrence, and increasing the likelihood of errors.

As conventional tools proved incapable of solving the problem, ProcedureFlow stepped in and reshaped the way the company managed information and the way employees handled customer inquiries. As a result of this, their lengthy training was cut down from 13 days to just five, and agents could start taking live calls 60 percent faster. In addition, NB Power also witnessed a significant reduction in trainer’s travel costs, and removed 7,000 mentor assist calls annually.

Success stories like this highlight and speak volumes about ProcedureFlow’s commitment to customer success, assisting companies in capturing knowledge in a way that is easy to create, maintain and share across the whole company.

ProcedureFlow uses small hyperlinked flowcharts to represent complex expert knowledge, and aids in working through processes in a visual and logical way that allows organizations to spot areas they can improve and make modifications immediately. “As industries such as healthcare, utilities, and telecom struggle to improve cost efficiency and consistency, we help them navigate the choppy waters to provide the best possible service to their customers,” says ProcedureFlow CEO Daniella Degrace.

Unlike traditional knowledge management systems that are navigated and managed by a select group, ProcedureFlow is designed keeping all employees in mind and allows anyone, whether manager or frontline employee, to suggest improvements to processes. Once validated, the changes are disseminated across the organization with a single click.