ProcedureFlow is a cloud-based knowledge management solution. The solution converts organizations’ processes and information into an accessible management tool to be used by employees. Key features includes data flowcharts, title search, drafts, approval system, notifications, audit trail, reporting and more.
ProcedureFlow helps managers create hyperlinked flowcharts to represent expert knowledge. Information is presented in the form of visual and logical form. Users can use various shapes, text, images to create sub-flows. Team managers can assign ownership to the process by using user invites and permissions.
ProcedureFlow allows team members to suggest changes in the visual charts. Employees can share suggestions in the form of drafts. The solution provides team engagement and keeps employees updated using change notifications.
Support is provided via e-mail, online help desk, training documentation, live chat and over the phone.
Andrew J. Especialidad: Tecnología y servicios de la información Número de empleados: 51-200 empleados
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!
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.
The user management features aren't strong. They could use integration with AD and group management to make administration easier.
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.
Tessa A. Especialidad: Comercio minorista Número de empleados: 13-50 empleados
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.
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.
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.
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.