Wer nutzt diese Software?

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

Durchschnittliche Bewertung

25 Bewertungen
  • Gesamt 5 / 5
  • Benutzerfreundlichkeit 5 / 5
  • Kundenservice 5 / 5
  • Funktionen 4.5 / 5
  • Preis-Leistungs-Verhältnis 5 / 5

Produktdetails

  • Kostenlose Version Nein
  • Kostenlose Testversion Ja
  • Einsatz Cloud, SaaS, Web
  • Training Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung Support während der Geschäftszeiten

Angaben zum Hersteller

  • ProcedureFlow
  • http://procedureflow.com
  • Gegründet 2015

Über 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 Funktionen

  • Anrufaufzeichnung
  • Anrufprotokoll
  • Anruftext-Aufzeichnung
  • Berichterstattung / Analyse
  • Echtzeit-Chat
  • Eskalationsmanagement
  • Gemischtes Call-Center
  • Inbound Callcenter
  • Interaktive Sprachantwort
  • Kampagnenmanagement
  • Manuelles Wahlsystem
  • Outbound-Callcenter
  • Progressives Wählersystem
  • Prädiktive Wähler
  • Warteschlangenmanagement
  • Content-Management
  • Diskussionsforum
  • Entscheidungsbaum
  • Katalogisierung / Kategorisierung
  • Kollaboration
  • Self-Service Portal
  • Volltextsuche
  • Wissensbasis-Management

Die hilfreichsten Reviews für ProcedureFlow

A game changer for making procedures that are actually useful.

Bewertet am 14.3.2017
Andrew J.
Vice President Managed Services
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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!

Vorteile: 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.

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

ProcedureFlow Standardizes Procedures, Improving Service Quality

Bewertet am 15.3.2017
Tessa A.
Customer Support Trainer
Einzelhandel, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

Great reference for follow-up after training

Bewertet am 6.3.2017
Carol G.
Manager, Orientation and Training
Anwaltskanzlei, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: The ease of use - it is very intuitive, both from a set-up point of view and a user point of view.

PF has helped us get everything out of our heads and into a standardized and easily edited platform

Bewertet am 23.2.2018
Miriam W.
Settlement Counsellor Team Lead
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Procedure Flow consolidates all procedural documents and resource locations into one central platform. It has been an incredible help to our team as we have grown exponentially in the last few years. Processes are becoming more standardized and orientation more clear for new staff. I appreciate the varied levels of access to simplify the experience for those who do not need to contribute. The search feature is also extremely helpful. What I appreciate most, though, is the accessibility of PF staff to assist with any issues we face. Amy Webber trained some of our team to use the software and was very thorough and patient.

Nachteile: The user-friendliness of the product could be improved somewhat for contributors; the editing mode is a bit confusing to access initially. I would also like to be able to search the content of decision diamonds.

Antwort des Softwareanbieters

von ProcedureFlow an 8.2.2019

Thanks so much for your review Miriam! I just wanted to give you a quick update to let you know that search now works for text within shapes as well. Enjoy!

A Tool for Continuous Improvement of Processes

Bewertet am 19.4.2017
Paul S.
Practice Innovation Partner
Anwaltskanzlei, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: Offline backups and ease of use

Lies weitere Bewertungen