Case Study: Whirlpool achieves 75% faster time to proficiency with ProcedureFlow

Ensuring employees can access procedural knowledge

Whirlpool, the household appliance manufacturer, was struggling to create, manage, and share standard operating procedures in a way that was easy for employees and field technicians to use. Its existing tools were too complex, making it difficult for teams to access the latest process information, maintain consistency across hundreds of contractors in Canada, and support a reliable customer experience. ProcedureFlow helped Whirlpool by capturing step-by-step instructions across its service workflows and embedding them into Whirlpool Central for easier access.

ProcedureFlow was integrated as a plug-in with single sign-on, giving Whirlpool’s employees and external service network 24/7 self-serve access to up-to-date procedures without separate logins. This improved onboarding and process learning, and the company reported a 75% improvement in time to proficiency, along with a significant reduction in escalations.

Whirlpool