Case Study: Assurant achieves 30% productivity savings with ProcedureFlow

Improving employee performance, quality and overall productivity

Assurant, a global provider of risk management solutions, needed a faster way for contact center associates to access accurate information and become proficient more quickly without relying on memory or lengthy reference documents. The company turned to ProcedureFlow to help bring a new strategic client onboard and improve how associates handled customer calls in real time.

Working with ProcedureFlow, Assurant mapped and launched its first processes in less than two weeks, using step-by-step work instructions and “learning by doing” through real call scenarios from day one. The result was reduced training time, faster time to proficiency, stronger confidence and user adoption, and productivity savings of 30%, while also improving process adherence and customer experience.

Assurant

Amanda Menard

Director of Operations Administration