Turn your best support workflows into reliable, reusable documentation with Fluency. Customer support teams spend too much time answering the same questions, explaining the same steps, and escalating the same issues. Without accurate, accessible documentation, response times slow down and customer experience suffers. Fluency helps you solve that by automating your documentation at the source - so your support team spends less time repeating themselves and more time solving problems. Even the best support teams struggle when key processes live in people's heads or scattered across chat threads, old emails, or outdated wiki pages. This leads to: - Inconsistent answers between team members - Slower response and resolution times - Poor onboarding for new agents - Missed opportunities to scale support efficiently A process document automation tool like Fluency gives you a way to capture critical support workflows as they happen and turn them into consistent, reusable resources. Fluency automatically generates clear, step-by-step documentation - including annotated visuals and context - without interrupting your support team's flow. With Fluency, you can: - Record common support tasks once - and reuse them across tickets, channels, and training - Turn screen activity into SOPs that explain not just how, but why - Store documents centrally so the whole team can find and share them easily - Keep documentation current with version control and instant updates - Build a knowledge base from real interactions - not generic templates It works across live chat platforms, ticketing systems, product UIs, and even physical support processes like returns or equipment setup. Customer-facing teams across industries can streamline support using Fluency: Reduce escalations, maintain consistency, and improve response times. Standardise onboarding and improve feature adoption across clients. Build visual, step-by-step guides for troubleshooting and issue resolution. Deliver consistent implementation guidance at scale. Fluency is especially valuable in regulated industries (like finance, insurance, or manufacturing), where miscommunication can carry compliance risks. Begin by capturing common questions or issues - password resets, login errors, feature walkthroughs. Record live workflows as your team handles real tickets. This ensures relevance and accuracy. Use Fluency's request feature to ask subject matter experts to record processes you're unfamiliar with. When product features change, update just that step in the workflow - no need to start from scratch. Tailor documents for different customer types - new users, admins, or advanced users - with minor adjustments. Embed SOPs in your support platform or help centre for easy access by team and customers. <<CTA>> As businesses grow and customer expectations rise, fragmented support systems don't scale. Document automation tools like Fluency help you: - Maintain consistency in customer communications - Scale support without scaling headcount - Shorten time to resolution - Improve knowledge sharing between onshore and offshore teams - Reduce onboarding time for new support staff In short: **better documentation equals better customer experience**. - Up to 80% faster creation of internal support documentation - Fewer escalations and greater first-contact resolution - Improved onboarding of new support agents - Lower response times across email, live chat, and helpdesk - Higher CSAT and retention with consistent, helpful support - Learn more about AI-Generated Documentation - Build visibility with Process Mapping Tools - See how Fluency supports Customer-Facing SOPs creation Want to see how Fluency fits into your support workflow? Book a quick walkthrough and we'll show you how to document once - and never explain it again.
Audit preparation often kicks off in a scramble - chasing down outdated SOPs, rebuilding process documentation from scratch, and relying on memory to fill in gaps. For businesses operating in regulated environments or preparing for ISO, SOC 2, or internal audits, this reactive approach is risky and inefficient. Fluency helps shift compliance preparation from reactive to proactive. By capturing process detail as work happens, you create a continuously maintained audit trail that's ready when you need it. Compliance gaps often emerge from: - Inconsistent process execution across teams or locations - Missing or out-of-date documentation - Poor version control or unclear ownership of updates - Manual documentation errors - Over-reliance on tribal knowledge (e.g. "ask Sarah, she knows how to do it") Fluency addresses these at the source - by automating documentation and storing it in a central, version-controlled repository. **Tip:** Treat compliance documentation as a living record, not a one-off task. Fluency's version history lets you trace changes over time and easily demonstrate that procedures are being followed correctly. Whether you're preparing for a scheduled compliance audit or need to respond to an unplanned review, Fluency equips your team with: - Audit-ready SOPs generated automatically from real workflows - Version-controlled records that show what changed, when, and by whom - Business logic capture, not just steps - essential for regulated environments - Searchable documentation hub so nothing gets lost in shared drives - Secure, encrypted records with automatic PII redaction By embedding documentation into daily operations, Fluency eliminates the last-minute audit scramble and reduces compliance risk across departments. Here are some practical ways to make Fluency part of your compliance strategy: Identify which workflows are essential for audit - such as data handling, onboarding, risk checks, or incident responses. Use Fluency to capture and standardise these first. Avoid scattered documents. Store SOPs and compliance-related content in Fluency's Knowledge Vault with clear ownership and access controls. Connect documented workflows directly to internal policies or audit checklists. When policies update, track which processes need review. Use Fluency's version tracking to show auditors your ongoing improvement process, complete with timestamps and change logs. Keep a curated list of compliance-critical SOPs in a shared folder, updated via Fluency, so you're ready for any internal or external review. **Use Case Example:** A financial services client reduced pre-audit prep time by over 60% by replacing their SharePoint-based SOP process with Fluency. They could show audit trails of how frontline teams were following the documented steps - without writing a word manually. <<CTA>> The growing complexity of tech stacks, hybrid teams, and compliance regulations means businesses can't afford to treat documentation as an afterthought. Regulators expect traceability, consistency, and real-time visibility - Fluency helps you deliver exactly that. And because it captures **why** things are done (not just how), Fluency produces documentation that holds up under scrutiny - not just screenshots and guesswork. Whether you're chasing ISO certification, preparing for a SOC 2 audit, or simply want to tighten up internal compliance, Fluency gives you a strong foundation - without adding more admin. Create once. Stay ready.
Fluency helps operations, compliance, and training teams create documents and SOPs in real time, capturing workflows as they happen - no writing, formatting, or screenshots required. Unlike manual documentation processes that rely on copying and pasting into templates, Fluency automates structured SOP generation, complete with annotated visuals, time-stamped steps, and built-in business logic. The result is fast, accurate, and audit-ready documentation that actually reflects how work is done. Fluency is used by organisations that need to move fast, stay compliant, and scale processes across teams or locations - especially in regulated or high-risk environments. Common roles that rely on Fluency for SOP documentation include: - Operations leads standardising procedures across locations - Risk and compliance teams documenting internal controls - IT managers recording system processes for onboarding or audits - Trainers and team leads building SOPs for onboarding or handovers - Quality managers maintaining documentation for ISO or CPS230 compliance Whether you're updating existing procedures or building a knowledge base from scratch, Fluency enables consistent, up-to-date documentation without slowing teams down. Creating SOPs manually is time-consuming and prone to gaps. Fluency replaces this process with intelligent, automated documentation capture: As a task is performed, Fluency automatically captures each step, including screens, inputs, and navigation. The platform generates a clean, structured SOP with headings, visuals, metadata, and the logic behind each step. Team members can review, annotate, or approve the document within the same interface. Documents are stored in a version-controlled, searchable knowledge hub with role-based access. The result? Teams reduce documentation time by up to 80%, and SOPs are ready to use, share, and audit - immediately. Fluency isn't just a static SOP generator - it's part of a broader system for documentation automation, where every process captured feeds into a dynamic knowledge base. For organisations managing frameworks like **ISO 27001 documentation** or preparing for **CPS230 compliance**, this reduces risk and increases audit readiness across departments. - **No templates required** – Skip the formatting and start capturing real work immediately. - **Standardised outputs** – Every SOP is structured consistently for readability and compliance. - **Searchable and accessible** – Store SOPs in a centralised hub where teams can find, review, and update them easily. - **Live process capture** – SOPs reflect what's actually done, not what was remembered after the fact. You can also link each SOP to a visual process mapping tool inside Fluency - allowing teams to see where tasks fit into broader workflows. <<CTA>> ✔ **Capture early, update often** – Record tasks as they're done the first time. It's easier than documenting retrospectively. ✔ **Assign reviewers** – Use Fluency's built-in approval workflows to ensure SOPs meet internal quality standards. ✔ **Use labels and folders** – Categorise SOPs by department or risk area for faster access later. ✔ **Track changes** – Review version histories to monitor updates and satisfy audit trail requirements. ✔ **Link SOPs into broader documentation** – Combine related procedures into larger playbooks or compliance manuals. Fluency eliminates the overhead of documentation, enabling teams to focus on what matters - executing well-defined processes with consistency and confidence. SOPs created through Fluency aren't just instructions - they're traceable, compliant, and ready to scale.
Capture your onboarding processes once. Reuse them with every new hire. Onboarding sets the tone for a new employee's success - but many organisations still rely on inconsistent handovers, outdated checklists, or hours of shadowing to get new hires up to speed. With Fluency, you can document your onboarding workflows as they happen - so every employee gets the same clear, consistent experience, no matter when or where they join. When teams rely on verbal instructions or informal knowledge transfer, onboarding becomes a drain on time and resources. Without reliable documentation: - Managers spend hours repeating the same walkthroughs - New employees get incomplete or conflicting information - Onboarding varies by location or team - It's harder to ramp up remote or offshore staff - Knowledge gaps lead to errors or delays Fluency helps you streamline and scale your onboarding with documentation that writes itself - created in real time, without the extra effort. Fluency captures each onboarding task as it's performed - whether it's a system walkthrough, physical process, or team procedure - and instantly turns it into a structured SOP. With Fluency, you can: - **Record once, onboard many** - Save hours by avoiding repeat explanations - **Standardise training** - Ensure every new hire receives the same steps and context - **Use real workflows** - Capture exactly what's done in your live systems, not a mockup - **Update in minutes** - Keep documents current with simple step edits - **Share centrally** - Store and access onboarding guides from one searchable hub Fluency supports onboarding across all roles and departments - from tech onboarding and compliance checklists to operational and site-based inductions. Fluency supports fast, consistent onboarding across industries: Deliver smoother onboarding without needing hours of face time. Keep onboarding aligned across departments and locations. Provide clear, consistent walkthroughs for tools, software, and platforms. Reduce time spent explaining processes to every new starter. Fluency is especially effective in distributed, fast-growing, or regulated workplaces where onboarding must be accurate, repeatable, and auditable. Focus first on what causes the most delays - e.g. tool access, systems training, or compliance steps. Document what happens in practice, not what's written in policy. Organise onboarding flows by department so each hire gets what's relevant. When steps change, edit that part of the workflow without re-recording the whole thing. Use Fluency's collaboration features to request input from SMEs in each department. Maintain a clear record of what onboarding steps applied at what time. <<CTA>> Poor onboarding is expensive. Every time someone struggles to get started, it delays productivity, hurts retention, and frustrates managers. Automated process documentation with Fluency helps you: - Reduce time-to-productivity for new hires - Remove reliance on manual handovers or shadowing - Improve compliance with structured, up-to-date onboarding - Create repeatable processes as your company scales - Give every hire the same high-quality start - Up to 80% faster onboarding documentation - Consistent onboarding across departments and geographies - Shorter ramp-up time for new employees - Less time spent repeating tasks for HR and team leads - Improved retention and engagement in the first 90 days - Learn more about AI-Generated Documentation - See how Physical Process Capture supports field onboarding - Understand your operations with Process Mapping See how Fluency helps you onboard faster, with less effort - and build a repeatable foundation for every new hire. Book a walkthrough to get started.
Effective training relies on more than presentations and walkthroughs. Teams need consistent, up-to-date documentation that reflects how work is actually done. Fluency makes it simple to train your team by capturing real-time workflows and automatically generating structured SOPs - ready to share, review, and standardise across departments. Whether you're onboarding new hires, upskilling staff, or documenting complex systems for support teams, Fluency helps you deliver repeatable training that sticks. Fluency is ideal for: - People & culture teams standardising onboarding across roles or locations - Department heads reducing time spent on shadow training - IT & operations teams needing to train users on new software or tools - Support managers documenting internal procedures for cross-training - Compliance teams maintaining auditable training records linked to regulated SOPs Instead of creating slide decks or ad hoc guides, teams can train using real-time SOP documentation - generated and stored in one secure location. Training with Fluency is simple and scalable: As subject matter experts perform tasks, Fluency captures every step automatically. The platform builds training-ready guides with screenshots, step logic, and context. Distribute documents by team, role, or region with role-based permissions. Update training content as processes evolve - Fluency keeps version history and review logs. Instead of relying on memory or repeat walkthroughs, teams have clear documentation to refer back to, improving both speed to competency and long-term consistency. Many training programs fall apart due to: - Inconsistent delivery across trainers - Outdated slide decks or forgotten steps - Overreliance on shadowing - No traceable documentation for audits or reviews Fluency addresses these problems by embedding documentation automation directly into your training workflows. Every SOP created supports training and every update is recorded - making your training program repeatable, reliable, and scalable. <<CTA>> Fluency is particularly effective in industries where training needs to be: - **Traceable** – With documented SOPs and version history for audits - **Consistent** – Across distributed teams or multi-site operations - **Regulated** – Where procedures must align with standards like CPS230 or ISO documentation - **Tool-agnostic** – Supporting training across software, legacy systems, or physical workflows Fluency isn't a learning management system - it's the backbone for procedural clarity. SOPs generated by Fluency can be linked to your digital adoption workflow or embedded in onboarding playbooks to give employees the context they need - when they need it. ✔ **Capture SOPs directly from experienced staff** – Let top performers document how they work while doing it. ✔ **Group SOPs into role-based folders** – Make it easy for new hires to find what's relevant. ✔ **Use version control to prevent outdated training** – Fluency ensures employees always access the latest process. ✔ **Request documentation from team leads** – Assign SMEs to document department-specific workflows. ✔ **Review training documents quarterly** – Use Fluency's audit trail to confirm documents remain accurate and in use. With SOPs generated as teams work, Fluency ensures your training documentation is always aligned with how things are actually done - reducing onboarding time and increasing retention.
When a team member leaves or a system changes, it's not just a gap in headcount - it's a risk to your operations. Unwritten workflows, shortcuts, and workarounds disappear, and what's left behind is often guesswork or outdated SOPs that no one owns. But it doesn't have to be this way. Knowledge preservation isn't just about documentation - it's about designing systems that capture how work actually happens, so it can be reused, refined, and shared. Most teams don't realise their knowledge is at risk until something breaks. Common red flags include: - Only one person knows how to perform a process - SOPs are stored in scattered folders or old SharePoint links - Updates happen informally and aren't tracked - Offshore or new hires are trained differently than core staff - There's no central place to find "how we do things here" If any of this sounds familiar, you're not alone. Knowledge gaps are one of the most overlooked risks in scaling teams. Here's how to build a culture - and a system - that captures expertise as part of everyday work. Instead of asking team members to stop and write documentation, use tools that capture their screen and actions while they work. This reduces friction and ensures documentation reflects what's actually done - not just what someone thinks should be done. Start with roles or systems that only one or two people truly understand. Common examples include: - Legacy finance or CRM systems - Custom software processes - Complex onboarding or regulatory workflows Ask these team members to record a real session using your documentation tool of choice. Avoid scattering SOPs across email, cloud folders, or private desktops. Choose a single platform where documentation is version-controlled, searchable, and clearly owned. Processes evolve. If someone changes the way something's done, make it easy for them to record a new version immediately - ideally without needing approval, design help, or IT support. Documentation should reflect how tasks are really done. The best way to capture that is to let the process owner record it themselves. Don't outsource it to someone unfamiliar with the task. **Tip:** When onboarding new hires or transitioning roles, use that moment to double-check and update documentation. It's a natural prompt to improve clarity and remove assumptions. <<CTA>> Fluency was built to support exactly this kind of passive, real-time knowledge capture. Instead of writing SOPs manually, users record their process once - Fluency turns it into structured documentation with screenshots, steps, and logic. You get: - A version-controlled, searchable knowledge hub - SOPs that include the **why**, not just the what - Less reliance on shadow training or tribal knowledge - Improved continuity across roles, offices, and time zones Most importantly, it preserves what your business already knows - without interrupting the work that needs to happen next. Knowledge shouldn't disappear when your team changes. With the right systems in place, you can preserve your team's best practices, refine them over time, and make them available to whoever needs them next. Want a practical way to start? Identify one core workflow today and capture it in real time. You'll be surprised how much clarity it brings - not just to new hires, but to the team who's been doing it for years.
When teams implement new software, inconsistent usage, repeat questions, and patchy onboarding are common pain points. Fluency helps IT, ops, and training teams document exactly how tools are used - automatically - so users don't rely on guesswork or forgotten walkthroughs. Rather than creating one-off slide decks or tooltips, Fluency captures live user activity and converts it into structured, versioned documentation that reflects how new systems are actually used in your business. Even with the best software, implementation challenges show up: - Users follow inconsistent onboarding instructions - Shadow training varies by team or region - Internal documentation is outdated or never completed - There's no clear baseline for support, compliance, or auditing Fluency helps prevent these issues by creating real-time SOPs and process documentation during day-to-day use - ensuring your rollout is supported by accurate, consistent guidance from day one. When a new tool is introduced, Fluency enables teams to: - Capture workflows in real time as power users adopt the system - Auto-generate structured guides, including annotated screenshots and key decisions - Customise per team or role, ensuring each department gets relevant usage instructions - Track changes as the tool evolves, with version history and approval workflows - Store and distribute documentation via a central, searchable knowledge base This approach reduces dependence on IT, accelerates onboarding, and improves long-term process consistency. - **IT teams** rolling out complex, multi-system integrations - **Change and transformation managers** aligning processes across departments - **Ops and training leads** building documentation as tools are introduced - **Support and compliance teams** monitoring how systems are being used post-deployment For environments where documentation must be traceable - such as **CPS230 compliance** or **ISO 27001 systems** - Fluency provides immediate structure and accountability. <<CTA>> Software adoption doesn't end with login credentials. Fluency helps teams: - Reduce reliance on in-person shadowing - Maintain training continuity across hybrid or distributed teams - Capture updates as the platform evolves - Link step-by-step documentation to existing systems and change programs - Replace temporary help guides with long-term documentation This is particularly valuable for legacy or closed systems where digital adoption platforms can't provide overlays or embedded walkthroughs. ✔ **Have early adopters record their full workflows** - then turn them into reference documents for everyone else ✔ **Assign reviewers in each team** - to validate process accuracy before rollout ✔ **Tag documentation by platform and role** - making it easier for users to find exactly what applies to them ✔ **Update frequently** - use version control to keep documentation aligned with product changes ✔ **Integrate with your training materials** - so new staff get guided, consistent onboarding with every new system Fluency provides a practical alternative to ad hoc training and manual SOP creation - supporting tech rollouts with real-world usage records, process documentation, and team-specific guides.
When regulations shift, so must your processes. But too often, updates are made in isolation - shared in meetings, emailed around, or buried in policy documents - without clear follow-through on how day-to-day tasks should actually change. Regulatory change management isn't just about staying compliant - it's about making sure your teams can act on new requirements quickly, consistently, and with full visibility. In most businesses, regulatory change breaks down because of: - Poor visibility into which processes are affected - Lack of version control across documentation - Manual updates that take too long to roll out - Staff unsure whether they're following the latest procedure - No audit trail showing who updated what, and when When teams don't have a clear path from regulatory guidance to operational execution, the risk of non-compliance increases - often without anyone realising. Here's how to stay on top of shifting requirements without creating a documentation bottleneck: Don't just update policy documents - translate changes into the actual workflows your teams follow. Capture the revised process as it's performed in real time to reflect exactly what's required. Every time a regulation changes, your SOP should change too. Keep a version history that shows what was updated, when, and why. This helps teams stay current - and gives auditors the traceability they expect. If people are sharing screenshots or making unofficial cheat sheets, that's a sign your current documentation process isn't working. Replace ad-hoc updates with a single, verified source of truth. Rather than holding one-off training sessions every time a regulation shifts, embed training into the documentation itself. Annotate changes, link to reference material, and make it easy for frontline teams to adjust on the fly. **Tip:** Pair each new regulation with a 5-minute process capture from your SME. Let Fluency turn it into a clear SOP before the next team meeting - no need for slides or written guides. <<CTA>> Fluency helps teams manage regulatory change with speed and structure: - Capture updates as they happen - no waiting for process owners to write it up - Version-controlled SOPs - so every regulatory change is documented clearly - Embedded context - including **why** a process was updated - Searchable, centralised hub - one place to find current processes - Change tracking and audit readiness - built-in from the start Because Fluency works as an overlay, you don't need to rebuild your systems or workflows to stay compliant - you simply capture how they evolve. When regulations change, your operations need to change with them. The quicker you can update, communicate, and implement new processes, the stronger your compliance position becomes. Start by identifying one regulation that affects multiple teams, and use real-time capture to document the new standard. From there, Fluency can help you scale a reliable change management process across your organisation - without slowing down the work itself.
System migrations are high-stakes projects. Whether you're replacing legacy software, moving to the cloud, or consolidating platforms after an acquisition, one thing is guaranteed: change. What's less guaranteed? Clear documentation of how systems were configured, why decisions were made, and what the new workflows look like. Without it, migrations create confusion, knowledge gaps, and future tech debt. Even well-managed migrations tend to overlook the documentation process. It's easy to assume teams will remember what they did or update documentation later - but that rarely happens. Common issues include: - No before/after view of workflows - Missing rationale for changes in setup - Reliance on consultants or IT to explain configurations - Lost access to legacy systems after cutover - Difficulty onboarding users to new tools or platforms When documentation is treated as a post-project task, it becomes rushed, incomplete, or skipped altogether - leaving the business with a shiny new system no one fully understands. Good migration documentation helps teams avoid repeat mistakes and speeds up handover. Here's how to approach it: As teams configure, test, and deploy the new system, record their screen and actions live. Capture exactly what was done - especially during data mapping, permission settings, and integrations. Don't just document what changed. Capture **why** decisions were made (e.g. "We disabled this feature due to compliance restrictions"). This is often what future teams need most - but gets lost when only technical steps are documented. If possible, record the old process or system before decommissioning it. Compare it with the new version so teams can adjust faster and spot missing functionality. During migration, it's common to share updates across Slack threads, Trello cards, emails, and meeting notes. Choose one platform to centralise your documentation - ideally one that supports visual capture and version history. **Tip:** Assign someone to record key system interactions during UAT or training sessions. These real-world flows often reveal gaps that static documentation misses. <<CTA>> Fluency helps you document your migration without slowing it down. As teams work through the transition, Fluency captures: - Each workflow in context - Screenshots of new tools in action - Decision-making notes and rationales - Version-controlled documentation of evolving processes And because it works as an overlay, there's no need to install plugins or integrate with your new systems - Fluency records exactly what users are doing, no matter the platform. After a migration, teams often forget how they got from A to B - especially if staff change, consultants move on, or systems are patched months later. Fluency gives you a structured record of your transition - ready for onboarding, audits, troubleshooting, and continuous improvement. It's not just about documentation - it's about ensuring your team owns the new system, not just inherits it.
Many critical business processes don't happen on a screen - they happen in warehouses, laboratories, manufacturing plants, clinics, or out in the field. These workflows are often the hardest to document and the most vulnerable to inconsistency. With Fluency, you can record physical processes as they happen - then automatically generate step-by-step SOPs that combine visuals, context, and repeatable instructions. Traditional documentation tools are built for digital processes. That leaves teams managing physical work with few options: phone videos, notepads, or verbal explanations. Common challenges include: - No consistent method for recording and documenting physical work - Reliance on experienced workers to train others - Variations in how tasks are performed across shifts or sites - Lack of visibility for compliance or safety audits - No audit trail for manual or hybrid processes This leads to avoidable mistakes, inconsistent training, and lost operational knowledge when experienced staff move on. Fluency lets you capture real-world processes without needing specialised equipment or a documentation team. Use a phone, tablet, or mounted camera to record a process in action - packing a shipment, calibrating a machine, cleaning a workspace, or performing a manual check. During or after the recording, annotate the video to explain what's being done and why. Include tips, safety notes, or variations for different environments. Fluency's AI converts the footage into a step-by-step SOP, including screenshots, descriptions, and business logic. You can edit, refine, and share it instantly. Keep your physical SOPs alongside digital ones in Fluency's Knowledge Vault - searchable, version-controlled, and ready for audits or onboarding. **Tip:** Start with processes that are high-risk, high-variation, or hard to teach. Examples include machine maintenance, warehouse picking, manual inspections, or lab test preparation. <<CTA>> Fluency enables businesses to bring the same rigour to manual processes that they bring to digital ones. - No need to write instructions from scratch - Visual-first documentation for clearer training - Consistent standards across locations or shifts - Faster onboarding for physical roles - Audit-ready SOPs from real-life tasks Because Fluency captures **how** a task is performed - not just the end result - your team gets documentation that actually reflects day-to-day work. Physical work deserves the same clarity and consistency as digital workflows. With Fluency, you can document real-world processes with the same ease and structure - whether it's packing a pallet, conducting a safety check, or training a new team on machinery. Capture once. Standardise forever.
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