Case Study: Flexiti decreases AHT by 40 seconds with ProcedureFlow

How Flexiti decreases AHT by optimizing standard operating procedures

Flexiti, a financial services payment processing company, was struggling with scattered SOPs, poor documentation, and no centralized knowledge base, making it hard for agents to find accurate information during customer calls. To solve this, Flexiti introduced ProcedureFlow as a knowledge management platform to create a single source of truth and support customer service and other teams with clearer process guidance.

With ProcedureFlow, Flexiti migrated agents off SharePoint and streamlined workflows with real-time, step-by-step procedure access. The result was a 40-second reduction in average handle time (AHT), higher agent satisfaction and morale, improved consistency for customers, and projected annual savings of $300,000 to $600,000.

Flexiti

Ryan Janicki

VP of Operations