Join organizations transforming how work gets done
See how Procedureflow helps teams simplify complex processes, improve consistency, and prepare for AI with confidence.
Let's get in touch →Simplifying processes to optimize healthcare operations
Horizon Health, the second-largest Regional Health Authority in Atlantic Canada, delivers healthcare services to over 500,000 people through hospitals, primary care sites, and provincial programs. Supporting thousands of employees and hundreds of clinical research studies each year, Horizon Health needed a better way to document, share, and maintain internal processes.
That's where Procedureflow came in, a knowledge management platform designed to help companies visualize and navigate processes more effectively. With Procedureflow, Horizon optimized how their teams access and use critical knowledge.
Two departments saw immediate results:- HR Operations, which manages the full employee lifecycle for more than 14,000 employees.
- Clinical Research, where over 400 studies are conducted each year, is heavily regulated and requires strict compliance.
I give Procedureflow a 5-star rating. It has helped us decrease our new hire training time, reduce the number of escalations and incorrect transfers, and in turn, has significantly improved customer satisfaction.Paul Russo, Learning and Development Technologist
Minimizing training time for seasonal hires
Procedureflow played a pivotal role in aiding the Allergan Aesthetics Customer Operations Team during their annual Botox promotion, during which they hired outsourced agents for the one-day event. Prior to Procedureflow, agents faced significant challenges in locating the information they needed to accommodate the influx of questions. The frequent changes to their processes, sometimes occurring multiple times within a single day, made it difficult to quickly distribute accurate information to every agent on time.
Since the adoption of Procedureflow, the Allergan Aesthetics Customer Operations Team has created flows for outsourced agents to address the most common callback types. This meant training could be held the day before the promotion, after which agents could accurately respond to customer inquiries by quickly retrieving precise information. Additionally, Procedureflow's ability to implement instant process changes across the organization ensured that agents had immediate access to updates in real-time.
The training time to support the one-day promotion was reduced to just 3.5 hours for internal agents and 1.5 hours for their outsourced agents.
Remarkably, both internal agents, who handled these tasks daily, and the outsourced agents, responsible only for the one-day promotion, spent the same amount of time handling calls.
With the introduction of Procedureflow to the one-day promotion training, AbbVie realized an outstanding decrease in callbacks by creating flows for outsourced agents to address the most common callback types:
- 2020 pre-Procedureflow = 336 callbacks
- 2021 Procedureflow training = 31 callbacks
I am extremely impressed with Procedureflow's visibility and ease of access to information, especially during our one-day promotions. Our vendor's agents review the processes in Procedureflow either the day before or even on the day of the event, and they're able to accurately answer all customer questions.Lisa Fleming, Learning and Development Project Manager
The positive impact on agent and customer experience
After gathering feedback from their agents, the Allergan Aesthetics Customer Operations Team was pleased to discover that Procedureflow had simplified their job and improved their workflows. The agents emphasized the value of the visual, step-by-step guide, which led them to the correct information and who to transfer to for each product scenario.
By implementing Procedureflow within the new hire training curriculum, the training team successfully reduced the time and effort allocated to training new hires on processes, allowing them to spend more time developing essential soft skills such as personalization, empathy, and communication. Additionally, the time to proficiency for new hires was reduced. As a result, customers receive accurate information the first time they call in and experience a more positive and human-centered interaction, granting Allergan Aesthetics, an AbbVie company, a distinct advantage in an increasingly competitive landscape.
Allergan Aesthetics Customer Operations is part of Allergan Aesthetics, an AbbVie Company.
