Reduction in trainer preparation time
Faster in taking live customer calls
Customer service takes on a different level of importance when human safety and human comfort are dependant on the correct and consistent execution of a company’s operating procedures.
NB Power generates and transmits energy for industrial, commercial and residential customers throughout the province of New Brunswick. As a full service utility with thousands of miles of power transmission and distribution lines, safety and reliability is considered mission critical. Damaged power lines and power interruptions are not only inconvenient, they can be life threatening. Being trained and being prepared is not a luxury, it’s an absolute necessity.
Serving customers who are experiencing an emergency situation, a disconnection for non payment, or another difficult situation requires complex procedures and significant training and cross-training for NB Power’s employees.
Fusing together the knowledge and experience of their senior resources and best performers, with their existing training and process documentation, in ProcedureFlow allows both new and existing employees to become experts faster and provides one single source of truth for the entire organization.
Using ProcedureFlow has decreased our cross-training time by 61%, and our trainees are now taking live calls from customers 8 days sooner.
Leveraging ProcedureFlow has allowed this utility to:
See how ProcedureFlow turns long processes into visual guides to improve your customer and employee experience.