Case Study: Collabria achieves real-time process updates and improved service accuracy with ProcedureFlow

Meeting customer needs in a fast-changing world

Collabria, a customer-centric credit card solutions provider for Canadian credit unions and financial institutions, needed a better way to centralize, update, and maintain procedures as its processes were spread across paper copies, Word documents, and other traditional knowledge bases. When COVID-19 hit, the challenge intensified as remote teams had to quickly respond to a surge in customer inquiries and rapidly changing support procedures.

ProcedureFlow was launched in Collabria’s fraud and dispute teams to create visual, easy-to-update procedures with real-time changes, images, and screenshots. With ProcedureFlow, Collabria was able to roll out emergency pandemic guidance quickly, keep information current as policies changed, improve service quality and accuracy, and reduce average handle time by helping agents find information faster.

Collabria

Alex Loveridge

Senior Business Analyst for Customer