Case Study: Allergan Aesthetics reduces callbacks by 91% with ProcedureFlow

How Allergan Aesthetics reduced callbacks by 91%

Allergan Aesthetics, an AbbVie company, needed a faster, more reliable way to manage constantly changing customer operations processes across multiple systems, including OneNote, SharePoint, and a legacy knowledge base. The team struggled to help agents quickly find accurate information during high-volume periods and promotional events, which led to errors, incorrect transfers, and longer training times. ProcedureFlow was selected as a knowledge management guidance solution to create a single source of truth.

ProcedureFlow implemented visual, step-by-step process flows with real-time updates for agents and seasonal hires, making it easier to find the right information and follow the correct steps. The results were strong: callbacks dropped by 91%, new hire training time fell from 3 weeks to 1, and time to proficiency improved from 4 months to 2. For one-day promotions, training was cut to 3.5 hours for internal agents and 1.5 hours for outsourced agents, with callbacks reduced from 336 in 2020 to 31 in 2021.

Allergan Aesthetics

Lisa Fleming

Learning and Development Project Manager