Case Study: Brooks Running reduces training time by 50% with ProcedureFlow

How Brooks Running accelerates onboarding by centralizing processes

Brooks Running, a performance running brand, needed a better way to document customer service processes and train agents consistently. Without a centralized system, the team relied on emails and screenshots, which caused confusion, errors, and slow onboarding. Brooks turned to ProcedureFlow to create a single source of truth for process documentation and support a more consistent customer experience.

With ProcedureFlow, Brooks built a centralized, visual knowledge base that made processes easier to follow, update, and share across the team. The result was faster onboarding and training time cut in half, from two weeks to one, while also reducing information search time and improving process accuracy. Brooks now uses ProcedureFlow as an essential part of its customer service operation and plans to expand it to more departments.

Brooks

Ashley Salter

Training and Development Program Manager