ProcedureFlow

RATING:

4.93

(27)

About ProcedureFlow

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 provide...
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ProcedureFlow Reviews

Overall Rating

4.93

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

4.5

Showing 1 - 5 of 27 reviews

Cheryl

Verified reviewer

Industry: Government Administration

Time used: Less than 6 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

February 2018

ProcedureFlow is a MUST for a call center!

Pros

This is one of the easiest products I've used in my call center career and we have seen IMMEDIATE improvements in the call center! It's easy to set up, maintain and use! Our training reduced by 2 weeks right away as a result! Our agents utilize it and we have had fewer errors! The staff support from ProcedureFlow is First Class!

Andrew

Company size: 51-200 employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

March 2017

A game changer for making procedures that are actually useful.

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!

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.

Stephanie

Company size: 1,001-5,000 employees

Industry: Financial Services

Time used: Less than 12 months

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

3

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

October 2020

Effective and improves efficiency

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

Pros

As a viewer of the procedures that our team created it is very easy to navigate.

Cons

Creating a procedure can be a bit tedious and takes a while to get used to.

Tessa

Company size: 11-50 employees

Industry: Retail

Time used: Less than 12 months

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

March 2017

ProcedureFlow Standardizes Procedures, Improving Service Quality

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.

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.

Anonymous

Company size: 2-10 employees

Time used: Less than 12 months

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

July 2022

ProcedureFlow is a great program for call centers

Super easy to use. I was able to hand the project off to another employee easily without much training.

Pros

Super easy workflows/charts for call centers and operating procedures for customer service. Super easy to use. I was able to hand the project off to another employee easily without much training.

Cons

I don't recall any cons regarding this program. It was a great program to use.

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