Case Study: Nymbus achieves 98% CSAT with ProcedureFlow

How Nymbus improves CSAT by streamlining processes across teams

Nymbus, a provider of digital banking operations for banks and credit unions across the United States, needed a better way to manage complex, client-specific processes for its fully remote teams. Its old shared Google Drive system became outdated and inefficient, making it hard for agents to handle multiple banking clients consistently. Nymbus turned to ProcedureFlow to simplify and centralize process knowledge.

With ProcedureFlow, Nymbus built a centralized, easy-to-update process repository that improved accuracy, consistency, and training. The vendor’s change management approach helped reduce new-hire training time from four weeks to two, improved QA and coaching, and expanded beyond the contact center into application processing, quality assurance, and back-office work. ProcedureFlow also helped Nymbus achieve a 98% CSAT score.

Nymbus

Meredythe Miles

Senior Vice President, Digital Experience Center