Case Study: Innovatia achieves faster training and better customer satisfaction with ProcedureFlow

Innovatia Recognizes ProcedureFlow as Key Contributor to their Performance Excellence and Continuous Improvement Programs

Innovatia, a company that originally developed ProcedureFlow, provides technical support outsourcing services to large multinationals. They were challenged with the need to make rapid and fundamental changes to their business operations to deliver consistently outstanding and efficient customer service.

Using the ProcedureFlow software, Innovatia created a single repository for their complex support processes. This solution delivered significant results, including a 5% increase in customer satisfaction, a 20% reduction in escalations, and a drastic reduction in training time from 13 weeks to just 5 weeks. ProcedureFlow also enabled a 110% increase in the amount of complex work transferred to lower-cost regions by providing repeatable and less error-prone workflows.

Innovatia

Rob Keefe

Director of Technical Support