Case Study: NB Power reduces training time and speeds employee expertise with ProcedureFlow

Taking live calls from customers 8 days sooner

NB Power, the New Brunswick utility that generates and transmits energy across the province, needed to improve employee training and consistency for complex, safety-critical customer service procedures. To help new and existing staff become experts faster, NB Power turned to ProcedureFlow to support cross-training, training documentation, and guided decision-making.

ProcedureFlow helped NB Power streamline procedures into step-by-step workflows and a single source of truth, linking employees directly to the right documents and eliminating the need to search for information. The results were significant: cross-training time dropped by 61%, trainees started taking live calls 8 days sooner, mentor assist calls were reduced by 7,000, and the company saved 11,500 hours per year, while trainer preparation time fell by 50%.

NB Power

Jeff Wilhelm

Internal Energy Manager