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Best 5 AI SOP Generators in 2025

Fluency

Best 5 AI SOP Generators in 2025

Standard Operating Procedures (SOPs) are essential for keeping everything in an enterprise running smoothly. But let's face it - creating these documents can be a real headache. It's usually a slow, manual process that eats up valuable time. But thanks to AI and automation, this is changing. Today, businesses can generate accurate, [detailed SOPs in just minutes](https://usefluency.com/tools/sop-generator), freeing up teams to focus on what truly matters. In this article, we'll dive into the top five AI SOP generators for 2025. We'll explore their standout features, who they're best suited for, and how they can make a real difference for your business. [https://usefluency.com](https://usefluency.com) Australian businesses, especially in asset management, finance, and industries where process accuracy and compliance are a must. Automated Documentation: Fluency turns a task that usually takes hours into just five minutes. Simply record the workflow, and Fluency captures every step, creating a complete SOP with minimal effort. - Context-Aware Capturing: It's not just about recording clicks. Fluency understands the context behind each action, so the SOP is more than just a list of steps - it's a true reflection of the workflow. - Enterprise Security: Fluency meets the highest standards of security, including SOC2 compliance and Australian data sovereignty, making it a top choice for regulated industries. - Process Mapping: With Fluency's BPMN mapping feature, you can visualise your processes, helping everyone on the team better understand how workflows fit together. An Australian asset management firm used Fluency to streamline its SOPs. The result? They reduced documentation time by 80%, stayed compliant with regulatory standards, and kept critical knowledge intact, even with staff turnover. If you're in a highly regulated industry or need to ensure your team is always working off the latest procedures, Fluency is built for you. [https://scribehow.com/](https://scribehow.com/) Teams that want a quick and easy tool to create clear, step-by-step guides without much hassle. - Effortless Workflow Recording: Scribe automatically tracks your actions and generates SOPs in real-time. All you need to do is complete the task, and Scribe does the rest. - Customisable Templates: Whether you're writing onboarding materials or product guides, Scribe's templates let you easily adapt SOPs to your needs. - Collaboration Ready: After generating your SOPs, you can add comments, make edits, and get feedback from your team to perfect the final version. Teams save hours of manual work, and because Scribe is so easy to use, it's great for anyone - not just tech-savvy people - who need to create documentation quickly. Why It's Perfect: Scribe is for teams that need a no-fuss solution to get started with SOPs without learning complicated tools. It's perfect for growing teams or businesses looking to streamline their documentation process. [https://www.tango.ai/](https://www.tango.ai/) Businesses that rely on web-based tools and need interactive, visual guides for easy process training. - Browser Extension: Tango's browser extension lets you record workflows directly from the browser, capturing every step of web-based processes effortlessly. - Interactive Guides: Tango's guides go beyond static screenshots - each step is interactive, so users can follow along with ease, making it especially useful for training. - Integrations: It integrates with other platforms, so your SOPs fit neatly into your existing tools and workflows. Tango's visual guides have been a game-changer for SaaS companies, customer support teams, and any business that operates heavily in web-based systems. If you're all about digital tools and need SOPs that guide users step-by-step, Tango's interactive approach is perfect for you. [https://komododecks.com/](https://komododecks.com/) Teams that need to create engaging training content that includes video, audio, and text. - Multimedia Documentation: Komodo Decks lets you combine video, audio, and text to create rich, interactive training materials that cater to all learning styles. - Collaborative Editing: Team members can work together to edit and refine training content, ensuring that every part of the process is captured. - Custom Branding: You can personalise your training materials to match your company's brand, giving your documentation a professional look. This tool has helped companies create training programs that are not only informative but also engaging, improving learning outcomes for new hires and existing teams alike. If your team needs dynamic training materials that go beyond text and want to engage multiple learning preferences, Komodo Decks is an excellent fit. [https://www.nintex.com/](https://www.nintex.com/) Enterprises that require deep process mapping and want to integrate SOP creation with business process automation. - AI-Driven SOP Creation: Nintex uses AI to turn written descriptions into detailed SOPs, so you can go from a simple process outline to a comprehensive document in no time. - Dynamic Mapping: It doesn't just document your processes - it helps you map them visually with BPMN, so you can clearly see how everything flows together. - Full Integration: Nintex integrates well with your existing business systems, offering a complete solution for business process automation and improvement. Large enterprises have used Nintex to improve their process documentation while also automating parts of their workflows. This has led to more efficient operations and a clearer understanding of their business processes. If your business already uses automation or you're looking to implement it, Nintex helps you map processes, generate SOPs, and improve efficiency all in one go. The future of SOP creation is here, and with AI-driven tools like Fluency, Scribe, Tango, Komodo Decks, and Nintex, businesses are saving time, reducing errors, and improving efficiency. Whether you're a small team needing quick SOPs or a large enterprise focused on compliance and automation, these tools can help you stay ahead. Choosing the right [AI SOP generator](https://usefluency.com/tools/sop-generator) depends on your business's specific needs. Fluency is perfect for complex industries like finance, while Scribe is great for teams that need quick, simple SOPs. Tango is ideal for digital-focused businesses, and Komodo Decks is a multimedia dream for training programs. Nintex, on the other hand, is your go-to if you're focused on deep process mapping and automation.

by Fluency Team
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Fluency vs Scribe: Complete Comparison

Fluency

Fluency vs Scribe

Modern enterprises face mounting pressure to document their standard operating procedures (SOPs) efficiently and accurately. Traditional manual SOP writing is time-consuming and error-prone, often consuming 4-6 hours per process for a skilled employee. This laborious approach not only drains productivity but also leads to knowledge silos - critical procedural know-how stuck in certain people's heads. When key staff leave or roles change, undocumented knowledge creates key-person risk, potentially disrupting operations or requiring costly retraining. Moreover, outdated or inconsistent procedure documents can expose organisations to compliance and audit risks, as processes might not meet regulatory standards if they're not followed or updated. [Enterprise SOP automation tools](https://usefluency.com/) address these challenges by leveraging technology - including screenshots, video, and AI - to capture processes as they are being performed. Instead of writing step-by-step instructions from scratch, an employee can simply do the task while a tool records it, and an SOP is generated in real-time. This offers several benefits: Automated documentation drastically cuts down the time to create process guides. For example, Fluency advertises transforming a multi-hour write-up into a 5-minute recording task, and Scribe similarly notes that using its tool can reduce SOP creation time by over 90%. Faster documentation means processes can be recorded and updated at the pace of business change, keeping SOPs continuously relevant. Automation ensures each SOP follows a standard format with clear steps and visuals, regardless of who documents it. This consistency is crucial in large enterprises for quality control. A good SOP tool becomes a single source of truth for how work is done, helping to eliminate variations. As Fluency puts it, it helps create a "single source of truth that standardises processes… and eliminates knowledge silos." When processes are documented quickly and kept up-to-date, new hires or transfers can be onboarded much faster by following ready-made guides. Enterprises report significant improvements - for instance, Fluency's users have cut onboarding time by up to 80% by having instantly available SOPs for each role. Instead of shadowing a colleague for weeks, a new employee can self-serve through guided steps and even search within documentation for answers. [Automated SOP tools](https://usefluency.com/tools/sop-generator) encourage more frequent updates (since it's easier to update an SOP with a quick re-recording). This means documents are more likely to be current and align with actual practice, which is vital for compliance. Consistent, timestamped documentation helps during audits to prove that processes are defined and followed. Some tools also include features like automated capture of metadata or evidence (screenshots, timestamps) that make SOPs "audit-proof" by default. As enterprises grow across multiple sites or geographies, having a central digital repository of SOPs accessible to everyone ensures that best practices are shared. SOP automation tools often are cloud-based, so whether a team member is in London or Sydney, they can access the same process guide. This fosters a culture of continuous improvement and operational excellence company-wide. In summary, enterprise-grade SOP automation tools are becoming essential for organisations aiming to scale efficiently and maintain quality. They mitigate the costs of manual documentation - in time, lost knowledge, and compliance risk - by using technology to capture process knowledge in real time. The result is an organisation that can adapt faster (since its processes are well-documented and can be refined easily) and employees who are empowered with on-demand instructions, reducing dependency on verbal handovers. With this context in mind, let's examine two leading tools in this space, Fluency and Scribe, to see how each serves enterprise needs. Fluency is a newer entrant (founded in 2023) in the SOP automation market, positioning itself as an [AI-powered process documentation platform](https://usefluency.com/) for enterprises. Despite its youth, Fluency has quickly gained attention. The tool's core promise is turning any complex workflow into a polished SOP "50× faster" than traditional methods by recording and AI-processing the workflow. One of Fluency's standout strengths is its ability to capture both digital and physical workflows. Many enterprise processes aren't purely on a computer - think of tasks on a factory floor, laboratory protocols, warehouse operations, or field services. Fluency addresses this gap by allowing users to [record real-world processes on video and automatically convert them into step-by-step documents](https://usefluency.com/use-cases/video-processes-to-documents). This is a game-changer for industries like manufacturing, healthcare, logistics, or retail, where standard SOP software falls short. The recorded video is processed by Fluency's AI to extract key steps and visuals, producing a document that can include photos from the video, explanatory text, and any context provided by the user. By "combining visuals, context, and repeatable instructions," Fluency bridges the documentation gap between the physical and digital realms. For digital workflows (software, web, etc.), Fluency works with a one-click recorder installed on the user's machine. The user simply goes through the procedure - for example, processing an invoice in an ERP system - and Fluency automatically captures every action, click, and input along with screen context. The AI doesn't just log raw clicks; it smartly records context like field names or menu selections, and importantly, it tries to capture the business context ("why") behind each action. In practice, this means the generated SOP isn't a barebones "Click X, then Click Y" - it includes rationale or descriptions that clarify the purpose of steps, making the SOP useful even for users who are not familiar with the process. This context-capturing ability is a significant differentiator, as it produces richer documentation without extra effort from the user. Another strength is **enterprise readiness in terms of security and compliance**. From day one, Fluency built with enterprise compliance in mind - it is [**SOC 2 Type I & II attested**](https://usefluency.com/blog/soc2) for security, which signals robust internal controls around data security. All data (recordings, generated SOPs) is encrypted and stored with enterprise-grade protection. Fluency supports single sign-on (SSO) integration for user authentication and will align with data residency needs (being based in Australia, they understand the importance of data sovereignty for certain clients). For instance, Australian government or financial organisations may prefer local data storage - Fluency can likely accommodate this via its AWS infrastructure and "custom deployment options" for enterprise. The platform is "secure by default", meaning things like access controls on documents are built-in rather than an afterthought. Fluency also shines in workflow editing and collaboration after capture. Users can edit the AI-generated document to fine-tune any wording, add clarifications, or **redact sensitive information** (a feature highlighted by early users). The ability to quickly redact or mask sensitive data (like passwords or personal info in screenshots) is crucial for compliance, and Fluency provides this in an easy interface. Teams can collaborate by organising SOPs into shared Vaults or folders with role-based permissions, so each department or project can have a controlled space for their process docs. Version control is included, meaning updates to a process can be tracked and older versions retained - important for audit trails. In terms of use cases, Fluency is valuable wherever processes are complex, critical, or frequently changing. Some example use cases include: Companies in finance, healthcare, or pharma, for example, use Fluency to automatically generate ["audit-proof" SOPs](https://usefluency.com/use-cases/audits-compliance-documentation) for regulatory procedures. The detailed, step-by-step output (with timestamps and screenshots) serves as evidence that procedures are defined and followed, reducing audit stress. Operations teams use it to document processes across divisions - one testimonial notes Fluency made processes "consistent and easy to follow" for training across different departments. New hires or rotating staff can learn independently using the Fluency-generated guides. Fluency can capture IT processes (like how to configure a server or run a script) just as easily as a UI task. The benefit is saving IT staff from writing long docs - they can record once and get a reusable guide. As mentioned, industries with physical operations (e.g. an aerospace manufacturer documenting an assembly process, or a lab recording a testing protocol) can finally create SOPs by filming an expert doing the task. This democratises knowledge that was formerly very difficult to write down in words. Being a newer tool, Fluency is still evolving, and there are a few limitations to acknowledge. Fluency integrates with common enterprise platforms like Confluence for knowledge base publishing, its integration ecosystem is not yet as broad as older competitors. It's primarily a self-contained documentation system - which can be a good thing (less complexity) but also means if you have a very specific workflow tool, you may need to use Fluency's outputs rather than a deep direct integration. That said, Fluency's design intentionally "requires no complex integrations" for onboarding - it can operate independently, which many teams appreciate. The flip side is if you want to embed SOP content automatically into, say, your intranet or an LMS, you may have to export or use provided APIs. Given Fluency's youth, expect integrations to expand based on customer demand. Another consideration is accuracy of AI-captured context. Fluency's AI is designed to record the "why" and context, but it likely relies on things like OCR (for reading text on screens or even from physical footage) and possibly user cues. In environments where UIs are very custom or data is sensitive (e.g. screens with no text labels), the AI might not perfectly guess the context. Users might need to review and slightly adjust the wording of steps in such cases. Fluency does make this easy through its editor, but unlike purely human-written SOPs, you are trusting the AI to draft the bulk of content. Most feedback indicates this works well, but it's wise to budget a bit of review time for critical processes. Fluency also emphasises capturing everything, which means recordings could be quite detailed. While this is mostly a positive (no missed steps), it could result in lengthy documents for very long processes. Users may need to prune extraneous steps or combine steps for brevity. Fortunately, the editing tools allow intelligent merging with "Smart Merge" or deleting steps. Finally, as a startup, Fluency may not yet have the extensive community or third-party tutorials that a tool like Scribe (with millions of users) has. Enterprises considering Fluency should plan to engage with Fluency's support and success team (Early reports indicate support responsiveness has been strong) for any help in rollout or best practices, since community forums or consultants for Fluency will be fewer until the user base grows. Fluency's pricing is straightforward: - **Free tier:** Essentially a trial allowing up to 5 process documents - enough to pilot the tool within a team - **Pro plan:** $19 USD per user per month (when billed monthly) - Unlocks the full feature set needed by most power users - Includes unlimited documents, advanced editing (redaction), exports, and analytics - **Enterprise plans:** Custom pricing for large-scale deployments - Enhanced security integrations (SSO, custom hosting if needed, API access) - Dedicated support like onboarding training and SLA guarantees - Custom pricing depends on number of users and specific requirements Notably, the $19/user Pro price point is quite competitive for an enterprise-grade tool - it is lower than many competing documentation solutions. This could make Fluency attractive to mid-sized companies or larger enterprises looking to roll it out widely without breaking the budget. Additionally, Fluency offers annual billing discounts which typically save ~20%. The company's messaging is about flexibility for teams of all sizes, suggesting they're keen to lower adoption barriers. In essence, Fluency is a powerful all-in-one SOP automation tool that caters especially well to enterprises with diverse operational processes. Key differentiators: - Ability to capture physical workflows sets it apart in the market - Focus on context means the documentation isn't just click logs, but meaningful guides - Covers the bases needed for enterprise use (security, editing, collaboration) at a reasonable cost Fluency is an excellent fit for organisations that want to: - Dramatically speed up documentation - Ensure no process knowledge is lost - Maintain rigorous standards across both office and field operations Companies in industries like finance, manufacturing, logistics, healthcare, or multi-department corporates (where process consistency and training are paramount) should particularly consider Fluency's offering. [Scribe](https://scribehow.com) (often referred to as ScribeHow) is a more established solution in the process documentation space, launched in 2019. Over the past few years, it has grown a large user base and gained significant traction for its ease of use and efficacy in capturing digital workflows. Key facts about Scribe: - Essentially synonymous with quick "how-to" guide creation in many circles - As of 2023, reportedly used by over a million users worldwide - Popular choice for businesses and individuals alike to rapidly document procedures on a computer Scribe's primary strength lies in how effortless and fast it makes the documentation of digital processes. How it works: - Operates as a browser extension (and a desktop app for broader capture) - Records your clicks and keystrokes and takes screenshots automatically - Simple process: click "Record" and carry out a task on your screen - Scribe will "intuitively capture any screen process and turn it into a visual step-by-step guide" - When you finish, you get a draft document with numbered screenshots and text descriptions for each action This immediacy - documentation in seconds - is a huge boon to busy professionals. One of Scribe's hallmark features is the clarity of its output: - Automatically adds orange highlight boxes around the part of the screenshot you interacted with - Text description might say, for example, "Click Submit" (with Submit being the text of the button you clicked) - Identifies UI element names and includes them, making the guide easy to follow - Accuracy is often praised; Scribe "captures step-by-step processes with high accuracy" according to user reviews - The resulting guide can be edited in a what-you-see-is-what-you-get editor - You can adjust text, add additional explanation, blur out any sensitive info, or even combine multiple Scribe recordings into one document Scribe also supports capturing processes not just in the browser, but in desktop applications (through its desktop recorder) and even in virtual environments. This widened support means you can document almost any software: - Web apps - Windows/Mac software - Terminal commands or anything on screen It does not capture video per se; it captures sequences of screenshots for each action, which tends to be more efficient for guide purposes. Scribe has evolved from a handy tool for individuals into a robust platform suitable for large organisations. Key enterprise capabilities: - **Role-based access control and multi-team workspaces:** You can organise Scribes into folders or collections accessible only to certain teams or roles - **Granular permissions:** HR guides could be visible only to HR staff, whereas company-wide IT instructions might be shared to all employees - **Audit log and analytics:** Admins can see how documentation is being used - **Usage tracking:** Addresses the enterprise need of tracking whether employees have viewed or completed required SOPs (helpful for compliance training, onboarding progress, etc.) Scribe is proven and trustworthy with strong security credentials: - **SOC 2 Type II certified** and provides a detailed security overview via its Trust Center - **Automatic PII redaction:** Enterprise admins can configure Scribe to automatically blur defined categories of sensitive data in all screenshots (like emails, phone numbers, etc.) - **Fail-safe protection:** Even if an employee forgets to blur something, the system has already masked it before the guide is saved - **User-level controls:** Individual users can invoke auto-redact during recording for specific data types or manually blur any screenshot after recording - **Industry compliance:** Can be used in finance or healthcare settings with confidence - **HIPAA support:** Supports HIPAA compliance needs, with signed BAAs for enterprise clients and settings to avoid transmitting protected health info in screenshots Another strength of Scribe is its extensive sharing and integration capabilities: **Easy sharing options:** - Guides can be shared simply via a link - Scribe hosts the guide in the cloud (on their secure servers) - Anyone with the link (and permission) can view the step-by-step instructions in their web browser - Guides can be exported to PDF, HTML, or Markdown for inclusion in manuals or knowledge bases **Extensive integrations:** - Easy to embed guides into platforms like Confluence, Notion, SharePoint, Zendesk, and many others - Scribe's integration library lists "hundreds" of tools where Scribes can be embedded or linked seamlessly - Content can come to where employees already are (e.g., an IT wiki page can contain an embedded Scribe guide showing how to reset a password) - Doesn't force users to always visit the Scribe app - Offers a basic API which some enterprise clients use to fetch Scribe content or trigger recordings programmatically Use Cases For Scribe Scribe is a general-purpose tool for any digital procedure, so its use cases span virtually every department: Employee Onboarding: HR and L&D teams use Scribe to create onboarding checklists and "how to" guides for new hires (e.g., how to use the expense system, how to request PTO in the HR system). Because it's quick to update, the HR team can keep these guides current with policy or system changes. IT departments love Scribe for creating self-service help articles. Rather than writing long text replies to common "How do I install VPN?" questions, IT can record the process once and share the Scribe. It's also used to document internal IT processes for consistency among IT staff. Any business process that is done on a computer can be documented with Scribe for compliance or training. For example, a finance team documenting month-end accounting steps in an ERP, or a marketing team outlining how to pull analytics reports. Scribe ensures these SOPs are visual and clear. Some organisations use Scribe to create user guides for their own software products. For instance, customer success teams can quickly make tutorial guides for clients ("Click here, then here to configure X"), which can be shared externally. The polished look of Scribe guides and the ability to embed them in Help Scout, Zendesk, etc., make it useful for customer-facing documentation. By capturing the current state of processes with Scribe, business analysts and auditors can review if the process complies with requirements and where it can be improved. The captured guides serve as a baseline for discussing changes. It's worth noting that Scribe's sweet spot is on-screen workflows that are linear. It handles conditional or branching processes by allowing users to create separate Scribes or use its Page feature to stitch multiple guides (you can think of Pages as containers where you can have sections or multiple Scribes assembled into one document). This flexibility means even complicated processes can be documented, though sometimes it may require a bit of planning (e.g., recording alternate paths as separate guides). While Scribe is a powerful tool, it has some limitations, especially when contrasted with a tool like Fluency: As discussed, Scribe does not capture video of real-world tasks. If you need to document something off-screen, you'll have to record it with a camera and write it up manually (or use Fluency). Scribe's domain is strictly digital procedures. Scribe's outputs are static step guides with text and images (and optional GIF-like animations if you export to certain formats). It does not record your voice or create a full-motion video of the entire process. For many SOP needs this is fine or even preferable, but if you wanted a narrated video walkthrough, Scribe alone doesn't provide audio. You could, however, record a separate video or use a different tool for that purpose. Some newer competitors (like Dubble, which Scribe's blog compares against) started to offer video voiceovers, but Scribe hasn't emphasised that, likely because its philosophy is that text + images are clearer for step-by-step instruction. One con noted in a comparison was, "Audio is not captured in Scribes; they are limited to images and videos." (here "videos" meaning short screen recordings for steps, not a continuous video). So, if your training culture prefers narrated videos, you may consider that limitation. Scribe's free version is incredibly useful, but certain features are locked to Pro. For instance, custom branding (adding your company logo or colours to the guide) is a Pro feature. Also, export to PDF/HTML, which many enterprises need for formal SOP manuals, is a Pro feature. Role-based access and SSO are Enterprise features. If a team tries the free version and loves it, be aware that to integrate it fully into corporate IT (with SSO, user management, unlimited private sharing, etc.), you'll likely need to upgrade. The good news is Scribe's pricing for those upgrades is not exorbitant, but it is a factor in budgeting. Some users find that while Scribe is easy to use, doing more complex editing (like combining two guides, or inserting an extra step from another process) can be a bit clunky until you get used to it. The interface has improved over time, but first-time users might need to consult a help article for tasks like merging Scribes or adjusting step order. This is a minor gripe, and Scribe's support site has guides for these actions, but it's not always as "one-click" as the recording itself. As noted in the comparison, Scribe's interface is English-only at the moment, and while it can document processes in other languages (it will capture whatever text is on the screen), all the automatically generated connector words in instructions are English. If you needed to produce, say, a fully French tutorial, you would have to translate the step descriptions manually. Scribe doesn't currently offer a one-button translation or multilingual interface for end-users. Scribe offers a generous Free tier, which has been a key to its popularity. The free version allows unlimited guides and recordings, but is limited in collaboration (single user or small team) and lacks features like content branding, advanced export formats, and some of the automation (e.g., text suggestions might be limited). It's ideal for individual use or a small trial within a team. For teams, Scribe has two Pro plans (as of 2025): Pro Team and Pro Personal. The naming is a bit confusing, but essentially: - Pro Team is designed for businesses with multiple users. It costs about $15 per user/month (when billed annually; $19 monthly) with a minimum of 3-5 users. This unlocks all features (web and desktop capture, branding, export options, collaboration controls, etc.) and provides a central workspace for the team. - Pro Personal is targeted at power users or consultants who might be a team of one. It's roughly $29 per month for one user. It provides the same feature set as Pro Team (except team-specific things like multiple seats), allowing an individual to use Scribe to its full potential. It's slightly pricier per seat than Team because it's only one seat (no bulk discount). Finally, Enterprise plans are available for large organisations. Enterprise typically includes everything in Pro plus added services: SSO/SCIM integration, an account manager, custom security reviews or deployment options, and volume pricing. Enterprises would negotiate pricing with Scribe's sales team - often the per-seat cost can be lower than Pro Team if you have hundreds of users, but you'll be committing to a contract. Given that Scribe is used by Fortune 100 companies, their enterprise pricing is proven out in the market. They also comply with procurement requirements (e.g., they can sign a Data Processing Addendum, have accessibility VPATs, etc., which big companies often need). To illustrate pricing with an example: a mid-size team of 10 users could use Scribe Pro Team for around $150/month, which is quite approachable for the value (especially when that cost is weighed against time saved in documentation and support calls avoided because people have guides). Scribe's ROI is usually easy to justify in enterprises because every department finds use for it once it's available. Scribe is a mature, widely-adopted solution for quickly creating SOPs and how-to guides for any digital process. Its strengths are in its simplicity, speed, and the polished output that requires minimal tweaking. Over a few years, it has expanded to include the security, collaboration, and integration features that enterprises expect, making it a reliable choice for large-scale deployment. It truly shines for companies that need to document a lot of software-based processes - whether for internal knowledge or external user guidance - and keep them updated easily. The tool's limitations (no physical workflow capture, static outputs) define its scope: it's not trying to be a video training platform or a BPMN tool; it sticks to being excellent at screen process documentation. For most enterprises, this is exactly what is needed 90% of the time. Scribe's free option and reasonable pricing also mean organisations can experiment with it and grow usage organically. In scenarios where a company has a strong documentation culture or wants to empower every employee to share process knowledge, Scribe is an ideal fit because of its low barrier to entry. Essentially, it turns every team member into a potential process trainer - capturing their know-how as they work - which is incredibly powerful in large organisations. Both Fluency and Scribe offer significant benefits to enterprises looking to automate and improve their SOP and process documentation, but they have different strengths. The "better" choice ultimately depends on an enterprise's specific needs, workflows, and priorities. Here's a neutral summary to guide decision-makers on which tool might be more suitable in various scenarios: If your enterprise has critical processes that happen off-screen - for example, manufacturing procedures, hardware maintenance, warehouse operations, clinical workflows - [Fluency](https://usefluency.com/) has a clear edge. Fluency is designed to capture those real-world processes via video and turn them into documents. Scribe cannot do this. So for industries like manufacturing, logistics, healthcare, field services, or any company where standard work involves both people on computers and people on the shop floor, Fluency will cover the whole spectrum. Fluency allows you to maintain one platform for documenting everything from software tasks to physical tasks, creating a unified knowledge base for all operational procedures. In contrast, if you used Scribe in such an environment, you'd still need a separate method to handle the physical side (which might end up being manually writing documents or using another video tool). If your processes are predominantly on computers (e.g., a SaaS company documenting internal processes, a consulting firm, a finance company's back-office operations), Scribe's proven approach may be more than sufficient and perhaps more optimised. Scribe has been fine-tuned for capturing screen-based procedures quickly and cleanly. It has a very mature feature set for editing those recordings, sharing them, and integrating with corporate knowledge systems. Enterprises that mainly need to create IT manuals, software usage guides, or standard operating procedures for tools like CRM, ERP, etc., will find Scribe hits the sweet spot. It's also been tried and tested in many large organisations, so there's less uncertainty about its performance at scale. Fluency's aim to capture the "why" behind steps is fantastic for creating comprehensive documentation without extra effort. If you value each SOP having contextual narratives (almost like a mini knowledge article explaining the process rationale), Fluency provides that out-of-the-box via AI. Scribe's output is concise - great for a quick how-to, but it usually only captures the "what to do" (click this, enter that). Any deeper explanation in Scribe has to be added manually by the author. For training materials where understanding the reasoning is important (for example, explaining why certain compliance steps must be done, or annotating a process with best-practice tips), Fluency's automatic context could save a lot of writing. On the other hand, if your primary need is quick reference guides or you prefer brevity, Scribe's leaner documentation style might actually be preferable - users sometimes just want the steps, not a lot of narrative. **Scribe advantages:** - Large user community and many online resources (tutorials, forums, FAQs) - It's a known quantity - many teams globally are already using or aware of Scribe - Adopting it enterprise-wide can be relatively frictionless - Easier to roll out from a change management perspective because of its simplicity and familiarity - "Click and capture" is intuitive and many have seen it in action - Track record suggests people pick it up readily for quick, viral adoption **Fluency considerations:** - Being newer, might require a bit more introduction and training to users - Less likely employees have seen it before - However, Fluency's team offers customised onboarding for enterprises, which can bridge that gap - Adoption might start more deliberately within specific departments (operations teams, etc.) and then expand as success is proven **Scribe advantages:** - Ease of embedding and sharing in established knowledge management systems (Confluence, SharePoint, LMS platforms, etc.) - Likely a plug-and-play solution for whichever platform you use, given the extensive integration list - Multiple sharing options: embed iFrame, direct links, PDF exports for paper manuals, etc. - Very adaptable for disseminating process docs into many channels (internal wikis, customer help centers, etc.) - API and webhooks allow automation (like notifying when a guide is updated, or embedding in tooltips etc.) **Fluency considerations:** - Can export to PDF/Word and has a Confluence integration - Doesn't yet boast the same breadth of out-of-the-box integrations - All-in-one approach works well if keeping everything within one new platform is fine Both tools are secure, but there may be nuanced differences: **Fluency advantages:** - Willingness to offer on-premise or private cloud deployment - Could be decisive for enterprises extremely sensitive about data leaving their environment - Can support enterprise-level custom hosting (with custom pricing) - Good for data residency concerns - can host in specific countries or your own cloud **Scribe considerations:** - Cloud service (hosted likely on AWS in the US) - Open to legal agreements (DPA, etc.) but don't offer on-premise software versions - More explicit mention of specific compliance (HIPAA, FERPA support) **Both platforms:** - SOC 2 and GDPR compliant - Would likely pass security reviews for enterprise - Internal policy might favour one or the other depending on region **For small-to-mid size teams:** - Scribe's free plan can cover a surprising amount of use (especially if just a few people documenting for a wider audience) - Scribe Pro Team at ~$15/seat is affordable for enterprise software - Fluency's $19/seat is also competitive **Value considerations:** - If your team will heavily use the physical recording feature of Fluency, that alone justifies its cost since Scribe can't do it at any price - If your usage is something Scribe free could handle, Scribe might be the budget-friendly route to start **Enterprise scale:** - For hundreds of users, both offer custom quotes - Fluency might offer more aggressive enterprise discounts to establish marquee customers - Scribe is more of a known leader and might be priced accordingly - In many cases, cost won't be a major differentiator - functionality and fit will be the driving factors **Fluency's AI-forward approach:** - As a newer AI-centric tool, might innovate rapidly (especially in AI capabilities) - Introduction of a chat assistant that lets users query SOP content is an innovative feature for knowledge retrieval - Vision aligns with cutting-edge AI for knowledge management (like employees asking an AI, "How do I do X process?") - Leans more into AI to automate documentation creation and possibly future process analysis - Could unlock more value over time **Scribe's conservative approach:** - Development is active with continual improvements - Has begun integrating GPT-3/4 for things like generating step descriptions or suggesting document structure - Has been conservative about AI - core recording doesn't rely on AI to guarantee accuracy - More manual in approach but very reliable at what it does - Depending on your view, this could be a pro or con Both Fluency and Scribe are excellent tools that can save enterprises countless hours and improve process clarity. For an enterprise needing a holistic solution that covers every type of workflow with deep context and has white-glove support, **Fluency would be the better fit**. It's like having an AI process documentation specialist on your team that can observe any task (on screen or off) and instantly write it up for you. For an enterprise focused on rapidly documenting software procedures with a battle-tested, widely adopted platform that plugs into existing knowledge ecosystems, **Scribe is a superb choice**. It's akin to giving every employee a personal documentation assistant for their on-screen tasks, with the content immediately shareable anywhere you need. Some organisations may even find that both tools could complement each other: - Using Scribe for the majority of straightforward digital SOPs - Using Fluency for special cases or more complex scenarios requiring AI interpretation or physical recordings However, for most, it will make sense to standardise on one platform for consistency. Ultimately, the decision should weigh: - The nature of your enterprise's processes - Your compliance environment - User preferences The good news is that either way, adopting an SOP automation tool like Fluency or Scribe will yield significant improvements in operational efficiency, training effectiveness, and knowledge preservation. By choosing the tool that best aligns with your needs, you'll equip your teams with a neutral, helpful assistant for process documentation - one that transforms the often dreary task of writing SOPs into something that practically takes care of itself, allowing your talent to focus on executing and improving those processes rather than writing about them.

by Fluency Team
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How to Create a Standard Operating Procedure (SOP) Step-by-Step

Fluency

How to Create a Standard Operating Procedure (SOP) Step-by-Step

Creating a Standard Operating Procedure (SOP) is essential for streamlining business operations, ensuring consistency, and improving team efficiency. However, writing an effective SOP can be a time-consuming process. Thankfully, advancements in automation have significantly simplified this task, enabling businesses to create SOPs in a fraction of the time. In this guide, we'll walk you through how to create a standard operating procedure from scratch, outline best practices, and show you how [Fluency](https://usefluency.com/), an AI-powered tool, can help you create SOPs 50x faster. A Standard Operating Procedure (SOP) is a detailed document that provides step-by-step instructions for completing a specific task or process within an organisation. SOPs are designed to ensure consistency, efficiency, and adherence to company standards, especially for tasks that must be completed regularly or in a certain way. SOPs are often used to: Standardise processes across teams - Ensure compliance with industry regulations - Improve training and onboarding - Reduce errors and inefficiencies Effective SOPs can have a huge impact on your business operations. Here's why they are important: SOPs ensure that tasks are completed the same way every time, reducing errors and improving overall efficiency. With clear instructions, employees can complete tasks more quickly, saving time and resources. New employees can quickly learn how to perform tasks by referring to SOPs, speeding up the onboarding process. SOPs ensure that employees follow procedures that meet regulatory and safety standards. Documenting processes ensures that critical knowledge is retained, even as employees leave or change roles. Writing an SOP might seem like a daunting task, but with a clear process in place, it can be straightforward. Here's a step-by-step guide to creating an SOP that will serve your business for years to come: Before starting the writing process, it's essential to define why you need the SOP and what you hope to achieve. Here are some questions to guide you: - What inefficiencies or gaps are you addressing with this SOP? - How can this SOP improve team productivity or customer satisfaction? - What outcomes do you expect from implementing this SOP? Setting clear objectives will help shape the content and focus of your SOP, ensuring that it's practical and impactful. Creating an SOP is not a solo task. Involve the right people in your organisation who are either responsible for or directly impacted by the process: - Managers and Supervisors: Help guide the overall structure and ensure the SOP aligns with business goals. - Subject Matter Experts: Those with firsthand experience in the process will provide invaluable insights. - Employees: Get feedback from those who will use the SOP regularly to ensure it's practical and user-friendly. The scope of the SOP depends on the task at hand. It's important to decide the level of detail needed and how the information will be presented. Common formats include: - Step-by-Step Instructions: Great for simple processes that require a linear set of actions. - Flowcharts: Useful for processes that require decision-making or have multiple outcomes. - Checklists: Ideal for tasks that involve repetitive actions or routine checks. For more complex processes, a BPMN (Business Process Model and Notation) diagram might be appropriate to clearly visualise workflows. Fluency can help automate the creation of these diagrams and ensure they're consistent and clear. This is the research phase of SOP creation. Gather all the information you need to document the task thoroughly: - Existing documentation: Review any current resources or previous SOPs. - Consult experts: Talk to those familiar with the task for insights. - Observe the process: If possible, watch the process being performed to better understand the steps. Now that you have all the information, it's time to start writing. Here are the key elements to include in your SOP: - Title Page: Include the SOP title, identification number, date of creation, and the department responsible. - Table of Contents: This is essential for longer SOPs, helping readers quickly navigate the document. - Introduction: Explain the purpose of the SOP and its importance. - Roles and Responsibilities: Define the roles of individuals involved in the process. - Step-by-Step Instructions: Provide detailed, clear instructions for completing each task. - Safety Warnings/Precautions: If applicable, include any safety measures or potential risks. - References and Glossary: Provide definitions for any technical terms and reference related documents. An SOP is never perfect on the first try. Once you've written the document, it's important to: - Test the SOP: Have a team member follow the SOP step-by-step to identify any ambiguities or errors. - Gather feedback: Ask employees who will use the SOP for their input. - Revise: Make any necessary revisions based on feedback and testing results. Once your SOP is finalised, it's time to implement it. Make sure to train all relevant team members on how to use the SOP. A good practice is to run through the SOP in a training session, answer any questions, and provide additional context where necessary. An SOP is a living document and should be reviewed regularly. As processes evolve, your SOPs should be updated to reflect the most current best practices. Encourage your team to provide feedback on the SOP and suggest improvements over time. Creating effective SOPs doesn't need to be a time-consuming task. With Fluency, you can [automate the creation of SOPs](https://usefluency.com/tools/sop-generator) by capturing your workflows as you work. Fluency's AI-driven process documentation tool records your every action and turns it into a detailed, production-ready SOP. Here's how Fluency helps you: - Automated Documentation: Fluency captures both the steps and the context behind each action, saving you hours of manual work. - No Integration Required: Fluency works seamlessly out-of-the-box without the need for additional apps or complicated integrations. - Records Physical Processes: Fluency can even capture physical workflows (e.g., warehouse setups) and turn them into comprehensive SOPs. - AI Process Mapping: Fluency automatically generates BPMN process maps, helping you visualise complex workflows effortlessly. Watch the video below to see how Fluency can help you create SOPs 50x faster. [Watch "How To Create SOPs 50x Faster"](https://www.youtube.com/watch?v=SshfcqOegRw) Creating an SOP is a powerful way to streamline your operations and ensure consistency across your organisation. Whether you're developing new SOPs from scratch or refining existing ones, Fluency makes the process faster, easier, and more efficient. By automating the documentation process, Fluency allows you to create high-quality, compliant SOPs in record time, giving your team the tools they need to succeed.

by Fluency Team
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Top 10 Scribe Alternatives for Process Documentation

Fluency

Top 10 Scribe Alternatives for Process Documentation

While [Scribe](https://scribehow.com/) is a popular choice for process documentation, it's not the only tool available. Depending on your needs, other platforms might offer better features or flexibility for your team. Below, we'll explore 10 top Scribe alternatives, including their key features, pros, cons, and pricing, so you can make a well-informed decision. [https://usefluency.com/](https://usefluency.com/) Fluency is an [AI-powered process documentation tool](https://usefluency.com/) designed for enterprises that require comprehensive, secure, and compliant documentation. It captures every step of a workflow, along with the rationale behind each decision, ensuring that your SOPs are both accurate and context-rich. Enterprises in regulated industries or those needing detailed, secure documentation. - AI-Driven Automation: Fluency significantly reduces the time spent on manual documentation, automating the process to save valuable hours. - Context-Aware Process Capture: Captures not only the steps but also the rationale behind each action, ensuring accurate, context-rich SOPs. - Enterprise-Grade Security: Includes SOC2 compliance, Australian data sovereignty, and automatic PII redaction, making it ideal for highly regulated sectors. - BPMN Process Mapping Tools: Powerful process mapping features allow teams to visualise complex workflows, helping to optimise and understand every step of the process. - Records Physical Processes: Fluency can capture physical workflows (e.g., warehouse operations, machine setups) and turn them into detailed documentation. - No Integration Required: Unlike some tools, Fluency doesn't require additional apps or complicated integrations—simply use the platform to record and document your processes. - Best Suited for Larger Enterprises: Fluency's full capabilities are designed for businesses with complex workflows. While it's perfect for large enterprises, smaller teams may not need all the advanced features. Pricing starts at $19/user/month, with custom plans available for larger teams and enterprises. Fluency offers a free plan with limited functionality. [https://www.tango.ai/](https://www.tango.ai/) Tango is a user-friendly tool that allows teams to create interactive process guides by capturing screenshots and automatically generating step-by-step instructions. It's ideal for those who want a quick and simple way to document workflows. Teams that need a simple tool for creating interactive guides with quick sharing options. - Easy-to-use interface, perfect for teams without a dedicated technical resource. - Allows for quick sharing via links or pinned guides within existing software. - Interactive guides let users follow along with the process as it's being documented. - The sidebar showing the guide can be distracting during the creation process. - Limited customisation options compared to more advanced tools like Fluency. - Basic: Free - Pro: From $20/user/month - Business: Custom pricing available [https://userguiding.com/](https://userguiding.com/) UserGuiding is an interactive guide creation platform, best known for its ability to create user onboarding experiences. It's particularly useful for teams in software development or SaaS companies who need to provide users with hands-on, interactive tutorials. IT teams and developers looking to create interactive product tours and onboarding guides. - Interactive walkthroughs and onboarding checklists. - Allows for easy collection of user feedback directly in the app. - Simple analytics to track guide effectiveness. - Some customisation options require technical expertise, which might make it less accessible for non-technical users. - More focused on onboarding than general process documentation. - Free Trial: 14-day trial - Basic: From $89/month - Professional: From $389/month [https://www.loom.com/](https://www.loom.com/) Loom allows users to create video-based SOPs by recording their screen and voice. It's ideal for teams that prefer video tutorials over written documentation and need a solution for explaining complex processes visually. Teams that prefer video-based tutorials and need an easy screen recording solution. - Simple screen recording with the ability to add audio narration. - Video transcriptions are automatically generated, making it easier to convert video content into written guides. - Seamless sharing and embedding into tools like Slack and Google Workspace. - Not as structured as other tools when it comes to creating detailed step-by-step guides. - Some users report frequent crashes, especially on cloud-based versions. - Starter: Free - Business: From $12.50/user/month [https://getflowshare.com/](https://getflowshare.com/) FlowShare is a process documentation tool that captures workflows and generates step-by-step guides, but it's unique in that it works entirely offline and stores documentation locally, making it a good fit for businesses that prioritise data privacy and local storage. Teams who need offline documentation and prefer local storage. - Automatic process capture with the ability to save guides locally. - Option to customise guides with company branding. - Ideal for businesses that prefer offline documentation tools. - Only available for Windows users, limiting its compatibility with other operating systems. - Lacks cloud-based collaboration features. - Basic: Free - Professional: $40/month [https://zight.com/](https://zight.com/) Zight is a screen recording tool that focuses on making your process documentation more engaging by allowing you to create videos and GIFs. It's a great choice for teams that want to create dynamic, multimedia SOPs. Teams needing engaging video content for their process documentation. - Ability to capture both screen and camera for richer, more engaging tutorials. - Customisable GIF creation to share quick, visual guides. - AI-generated video titles and descriptions to help organise content. - Does not prioritise detailed, written SOPs; better suited for visual documentation. - Lacks in-depth features for creating structured process maps. - Basic: Free - Pro: From $7.95/month [https://www.uipath.com/](https://www.uipath.com/) UiPath is primarily known for its robotic process automation (RPA) features, but it also offers a task capture tool that helps document processes. It's a great option for businesses that want to automate workflows and capture documentation as part of the process. Enterprises looking for AI-driven process automation and documentation. - Powerful process automation capabilities that go beyond just documentation. - Process mapping and diagramming features to visualise workflows. - Advanced analytics to measure efficiency. - Task capture tool is simple compared to dedicated process documentation tools. - High learning curve due to the complexity of RPA features. - Basic: Free - Pro: From $420/month [https://fleeq.io/](https://fleeq.io/) Fleeq is a tool that helps teams create short video clips (GIFs) to train employees or document processes. It's perfect for businesses that want to deliver training in a more visual, bite-sized format. Teams that want to create short, digestible training videos. - Create short, engaging GIFs for quick training. - Built-in knowledge base for sharing content across teams. - Real-time metrics to track how users engage with the content. - Primarily focused on GIF creation, so it may not be the best option for detailed process documentation. - Lacks advanced customisation options. - Trial: Free for 14 days - Enterprise: Custom pricing [https://trainual.com/](https://trainual.com/) Trainual is designed to help businesses create and manage training materials. It allows you to document processes, policies, and company knowledge, and is best suited for businesses that need an all-in-one platform for knowledge management. Businesses looking to systemise their entire operations with a comprehensive knowledge base. - Comprehensive knowledge base for organising processes and policies. - Easy to search through training materials and documentation. - Allows embedding videos and documents to make training more interactive. - On the pricier side compared to other alternatives. - More focused on training rather than detailed process mapping. - Free Trial: 7-day trial - Small Plan: $299/month [https://www.iorad.com/](https://www.iorad.com/) iORad is a tool that captures your screen and mouse movements to create step-by-step tutorials. It offers a unique combination of interactive instructions and video-based content, making it ideal for teams who need engaging, dynamic training materials. Teams wanting interactive, step-by-step tutorials with video and visual instructions. - Interactive Tutorials: Captures both mouse and keyboard actions to build detailed guides. - Video Clips: Includes video elements in your tutorials for personalised guidance. - Blurring Tool: Lets you blur areas of the screen to focus on important details. - Pricey: Other platforms (like Scribe) offer similar features at a lower price point. - Lacks Process Mapping: Not ideal for businesses looking for advanced process mapping tools. - Basic: Free - Individual: $200/month - Team: $500/month Choosing the right tool for process documentation depends on your team's needs. While Scribe is a solid choice, tools like Fluency provide advanced features like security, process mapping, and physical process capture, making it an excellent option for enterprises and regulated industries. If your team requires interactive or video-based guides, tools like Tango, Loom, and iORad are worth considering. Ultimately, the best tool will be the one that aligns with your business's documentation style and workflow complexity. We hope this comparison helps you make an informed decision based on your team's unique needs.

by Fluency Team
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$1.5M Pre-Seed

Fluency Raises $1.5M to Transform Enterprise Operations

MELBOURNE, 29 APRIL 2025 — Today, we're excited to announce that Fluency has raised A$1.5 million in pre-seed funding to transform how enterprises document, manage, and optimise their critical processes. This oversubscribed round was led by Bradley Tabone, co-founder of HammerTech, and Archangel Ventures. Most enterprises still document their most valuable processes using screenshots, Word documents, and tedious instruction manuals. This outdated approach isn't just frustrating—it's costing businesses between **20–30%** of their annual revenue in inefficiencies, errors, and lost productivity. > During my internship at a major financial institution, I spent countless hours creating process documentation with screenshots and workarounds. It was shocking to see how these million-dollar processes were being managed with tools from 20 years ago. We knew AI could solve this problem, so we built Fluency. — Finnlay Morcombe, CEO and Co-Founder of Fluency Fluency's platform captures workflows across any web or desktop application—no integrations needed—and produces precise Standard Operating Procedures (SOPs) in _seconds_ rather than hours. Our Process Observation feature gives operations teams the same real-time visibility that sales and engineering have enjoyed for years. This breakthrough capability not only generates documentation but actively monitors processes in real time. > Operations teams have been flying blind, only spotting bottlenecks or compliance risks after they've already caused damage. Our machine learning tracks processes in real time, flagging issues before they impact the business. — **Oliver Farnill**, COO and Co-Founder of Fluency With Fluency, organisations benefit from: - 90% reduction in documentation time - Real-time alerts for bottlenecks and compliance risks - Works with existing tools—no integrations required - Enterprise-grade security built from the ground up [Watch Video](https://www.youtube.com/watch?v=XU6IZVxUQ-I) We're grateful to our investors who believe in our vision, and to early adopters like **AON**, **Specsavers**, **BoardRoom**, and **MISUMI** who are already using Fluency across financial services, manufacturing, and professional services to manage over **2,000+** critical processes. > Fluency's vision for process observation and optimisation addresses a critical gap in how enterprise teams operate, correcting organisational blind spots and unlocking deeper insight into historically siloed data and decisioning. — **Andrew Ciucutto**, Investment Principal at Archangel Ventures With this funding, we're expanding our engineering team and enhancing our AI capabilities to proactively identify workflow improvements. > We're building Fluency to be the central nervous system for process excellence. By linking documentation, tasks, and performance metrics, we're enabling better training, compliance, and agility at scale. — Finnlay Morcombe, CEO and Co-Founder of Fluency Thank you to our supporters, customers, and the broader community who continue to support us on this journey. We're excited about what comes next!

by Fluency Team
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Fluency SOC 2 Type II Certification

Fluency

Fluency’s SOC 2 Type II Milestone: Supercharging Instant SOPs with Enterprise-Grade Trust

We’re thrilled to announce that Fluency has achieved SOC 2 Type II certification—a major step in our mission to transform process documentation for the best Operations and Process Teams. But let’s be clear: this isn’t about a certification fixing your pain points. It’s about Fluency’s AI-powered solution slashing documentation time by 95%, unlocking institutional knowledge, and eliminating compliance stress—now backed by independently verified, enterprise-grade security that you can trust. Manual documentation is a time sink—4-6 hours per process, trapped knowledge, and inconsistent SOPs that turn audits into nightmares. Fluency flips that script: 1. **Click Record**: Start with one click—no tedious screenshots required. 2. **Do Your Work**: Run your workflow; Fluency auto-captures every step, even in proprietary systems, with visuals and context. 3. **Instant SOP**: Get a production-ready standard operating procedure in minutes, not hours. This isn’t just faster—it’s 50x faster. A 4-hour task becomes 5 minutes, freeing your team from “manual bottlenecks” and “key person risk” while delivering a single source of truth for training and process visibility. So where does SOC 2 Type II fit in? It’s the backbone that makes Fluency enterprise-ready. Developed by the AICPA, this certification confirms that our controls for security, availability, confidentiality, and privacy are designed for the highest level of trust, validated by an independent audit. For regulated industries like yours, where “compliance risk” and “data sovereignty” keep you up at night, this means: - Audit-Proof Confidence: SOC 2 Type II ensures your SOPs—packed with sensitive process knowledge—are protected by world-class security, with PII auto-redaction. - Regulatory Peace of Mind: End-to-end encryption and role-based access controls align with the strictest standards, so you’re covered when the auditors come knocking. - Trusted Partnerships: From Aon to Specsavers, our clients rely on Fluency to streamline operations without compromising security. Fluency’s impact speaks for itself. A Financial Services client of ours slashed documentation time by over 80% across 100 users, standardising processes between onshore and offshore teams in under a week. With SOC 2 Type II, they now have the added assurance that their workflows are secure and compliant—unlocking efficiency without exposure. Our customers say it best: > _Fluency turned a major operational pain point into a streamlined, efficient system._ Anthony Tregunna, Operations Manager, BoardRoom > _Its step-by-step capture ensures thorough, accurate documentation for independent learning._ Jacqueline Ong, Customer Service, MISUMI You’re not here for a certification—you’re here to stop wasting time. Fluency delivers: - 95% Less Documentation Time: Transform tedious hours into minutes with AI that captures the “why” behind every step. - No More Knowledge Silos: Centralise processes for faster onboarding and consistency across locations. - Compliance Without Compromise: SOC 2 Type II backs our promise with third-party penetration testing and annual audits. Whether you’re in asset management, FinTech, or manufacturing, Fluency makes process documentation a strategic advantage—not a burden. Ready to see how Fluency can cut your documentation time by 95% while keeping your processes secure? Book a 20-minute demo and discover why the best Operations teams—like AON and Misumi—trust us to deliver instant, audit-proof SOPs.

by Fluency Team
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Top 5 AI SOP Generators for Enterprises in 2025

Fluency

Top 5 AI SOP Generators for Enterprises in 2025

Standard Operating Procedures (SOPs) are the backbone of enterprise operations. Traditionally, creating SOPs has been tedious, manual, and resource-intensive, consuming hours of valuable employee time. Thankfully, advancements in AI and automation have transformed this process, allowing enterprises to generate detailed, accurate SOPs in minutes. In this article, we'll review the top five AI SOP generators in 2025, highlighting their key features, strengths, and why they're critical for enterprises seeking operational efficiency and compliance. **Best for:** Australian enterprises in asset management, financial services, and process-intensive industries. - Automatic Documentation Tool: Transforms hours-long manual SOP creation into a five-minute process. - AI Process Capture: Accurately captures step-by-step processes and the critical context behind each action. - Enterprise SOP Software: Robust security measures including SOC2 compliance, Australian data sovereignty, and automated PII redaction. - Process Mapping Automation: Features BPMN process mapping, helping visualise complex workflows clearly. **Customer Spotlight:** An Australian asset management firm used Fluency to automate its process documentation. The result? Documentation time reduced by 80%, full compliance with regulatory standards, and preservation of institutional knowledge despite high staff turnover. - User-friendly tool for creating visual step-by-step guides. - Automatically captures screenshots and annotations during workflow recording. - Offers browser extension and desktop app for streamlined documentation. - Creates interactive workflow guides with embedded screenshots. - Provides browser extension for capturing web-based processes. - Offers integration options with various platforms. - Combines video, audio and text for comprehensive training materials. - Enables multimedia documentation for diverse learning preferences. - Supports collaborative documentation processes. - Offers robust process mapping and management capabilities. - Provides tools for collaborative process improvement. - Integrates with broader business process automation solutions. In 2025's evolving process documentation landscape, Fluency delivers powerful automation capabilities designed specifically for Australian enterprises with complex compliance needs. When evaluating AI SOP generators, consider your organisation's specific requirements around security, compliance, and process complexity to find the solution that best fits your needs. Ready to revolutionise your process documentation? Book your Fluency demo today and experience the transformation firsthand.

by Fluency Team
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Enterprise Knowledge Management Software

Fluency

Enterprise Knowledge Management: How Fluency Captures Institutional Knowledge

Institutional knowledge—the valuable insights and expertise held by employees—is crucial for enterprise continuity and efficiency. Yet, as staff move roles or exit organisations, the loss of this knowledge can significantly impact operations. Traditional methods of capturing institutional knowledge through manual documentation have proven insufficient and cumbersome. However, advancements in Enterprise Knowledge Management (EKM) software now enable organisations to seamlessly capture and retain their valuable knowledge. Enterprise Knowledge Management involves systematically capturing, organising, and leveraging an organisation's knowledge. Effective EKM ensures operational consistency, regulatory compliance, and improved decision-making across the enterprise. **Best for:** Enterprises in asset management, financial services, and highly regulated industries, especially in Australia. **Core EKM Capabilities of Fluency:** - AI Documentation Generator: Automatically captures detailed process documentation, significantly reducing manual effort. - Secure Process Knowledge Repository: Provides a central, searchable repository of processes, capturing both the actions and the context behind them. - Documentation Security Compliance: Ensures robust security through SOC2 compliance, RBAC, PII redaction, and adherence to Australian data sovereignty standards. - Cross-Platform Documentation: Captures processes across multiple software platforms seamlessly. An Australian asset management firm faced significant operational disruptions due to staff turnover and outdated manual documentation. Using Fluency's enterprise documentation software, the firm automated its SOP creation process, preserving detailed knowledge of key workflows. The firm realised an 80% reduction in onboarding time for new staff and significantly improved compliance readiness, demonstrating substantial operational ROI. - Reduced Documentation Time: Convert what previously took hours into minutes, enabling teams to focus on strategic tasks. - Enhanced Compliance and Audit Preparedness: Fluency ensures your documentation remains current and audit-ready, reducing regulatory risks. - Elimination of Knowledge Silos: Break down barriers by providing accessible, accurate documentation to all team members. Traditional documentation platforms like SharePoint and Microsoft Word have served organisations well for years, but modern challenges require more advanced capabilities. Fluency enhances the documentation process with: - Automated SOP Creation: Generate process documentation automatically with minimal manual effort. - Version Control and Compliance Assurance: Keep documentation current with automated updates that help maintain compliance. Enterprise Knowledge Management is critical for maintaining operational efficiency, compliance, and continuity. Fluency's AI-powered platform uniquely addresses the pain points of manual documentation, knowledge loss, and compliance risks. Ready to secure your organisation's institutional knowledge effectively? Schedule your Fluency demo and start optimising your enterprise knowledge management today.

by Fluency Team
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Process Documentation Automation ROI Calculator

Fluency

Process Documentation Automation: Calculating the ROI for Your Enterprise

Manual documentation of business processes often results in hidden costs, including lost productivity, increased compliance risks, and employee frustration. Automating process documentation provides measurable benefits by dramatically reducing the time and resources needed to maintain accurate Standard Operating Procedures (SOPs). Traditional SOP creation methods involve extensive manual work—writing lengthy explanations, inserting screenshots, and maintaining version control—consuming significant employee hours. These inefficiencies lead to: - Wasted time on repetitive tasks. - Increased risk of errors due to outdated information. - Elevated compliance risks from outdated documentation. Automating process documentation with Fluency reduces the time needed from 4–6 hours per SOP to approximately 5 minutes. For instance, a team of 50 employees creating or updating 10 SOPs monthly can save over 2,500 hours annually. Accurate, up-to-date SOPs minimise operational errors, significantly lowering risks of costly compliance breaches. This automation reduces potential regulatory fines and simplifies audit preparations, providing substantial cost savings. Employees can shift focus from tedious documentation tasks to strategic, revenue-generating activities. This shift can positively affect employee satisfaction, retention, and overall productivity. Beyond immediate financial gains, automating process documentation also: - **Accelerates Onboarding**: New employees can quickly access accurate, step-by-step processes - **Ensures Audit Readiness**: Always up-to-date documentation reduces compliance risk - **Increases Employee Satisfaction**: Less time on tedious documentation tasks Automating process documentation not only cuts operational costs but also elevates operational excellence, employee satisfaction, and regulatory compliance. Ready to see your potential ROI firsthand? Book your personalised Fluency demo today!

by Fluency Team
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Automate 6 Common Documents & Save Time

Fluency

Stop Writing These 6 Documents by Hand

Operations and Process teams are still losing 4–6 hours per process to outdated, manual documentation methods. The result? Inconsistent execution, knowledge silos, and serious compliance exposure. **Fluency** transforms this bottleneck into a strategic advantage—by turning your real work into structured, sharable, production-ready documentation in minutes. Rolling out new tools? Skip the screen recording sprawl and Word doc chaos. **Fluency auto-generates step-by-step training guides** with annotated screenshots and contextual instructions—perfect for onboarding at scale. > Training documentation used to take us a week. With Fluency, it’s done before the meeting ends. — Ops Lead, Mid-Market Fintech Still explaining the same process to clients over and over? **Fluency makes every process clear—once.** Generate step-by-step guides your customers can follow, tailored to your workflows. Export to PDF, Word, or share instantly via public link. **90% faster documentation times** Regulated industry? You can’t afford errors. **Fluency ensures documentation is always audit-ready** with version control, consistent formatting, and clear ownership. Invite auditors directly to comment or request changes. > We tied together five platforms into a single, review-ready workflow with Fluency. — Ed Seaford, Co-founder Stop wasting time on “Can you show me that again?” moments. **Fluency makes it easy to document and share simple workflows.** No more ‘quick Zooms’. Just clear, repeatable guides that scale knowledge without friction. 15 hours saved per user, per month 99% documentation accuracy Your onboarding process shouldn’t depend on someone’s memory. **Fluency delivers consistent, clear SOPs** for every team and department—cutting onboarding times, reducing handover chaos, and helping new hires succeed from day one. > We onboard both new staff and customers in minutes now. — Monte Charters, Founder Middle office roles in finance demand precision. **Fluency creates SOPs that reflect your actual workflows**, reducing risk and improving control. Updates take minutes—not days—ensuring accuracy across offshore teams and regulatory shifts. Enterprise firms cut manual SOP work by 80% ROI realised in the first month - 60% of process documentation is outdated - 97% of teams lack accurate SOP coverage - $30B+ lost annually to process inefficiencies - 80% of employees report issues accessing documentation The time, cost, and risk of manual methods are no longer acceptable—especially in regulated or multi-office environments. **Fluency auto-generates SOPs 50x faster** than manual methods. 📌 4-6 hours → 5 minutes 📌 99% accurate, audit-ready SOPs 📌 Real-time version control and access 📌 SOC 2 certified with Australian data sovereignty Whether you manage compliance, training, or operations—**Fluency turns process documentation into a strength, not a burden**.

by Fluency Team
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Meet Kenny Lee - Fluency Engineering Team

Fluency

Team Spotlight - Kenny Lee

Some people are bar raisers. People that join an organisation and instantly lift the standard - not just with experience, aptitude, and approach, but also with attitude. Anyone in the field of software engineering knows the importance and impact of these sorts of people, and today at Fluency, we're spotlighting our very own bar raiser - Kenny Lee. Kenny joined the Engineering team here at Fluency about 2 months ago, and has already made a huge impact - spearheading initiatives, refactoring codebases, and building new features for our customers. Today we sat down with Kenny to discuss some of his motivations, advice, and his upcoming engineering blog. > The work culture here are Fluency is definitely something else. After having worked with Finn and Olly day in and day out, never once have I felt unmotivated. They are always beaming with positivity and it further fuels my passion for engineering. > It is definitely not for the light hearted, but if you are looking for a role where you can learn and grow in a short period of time, startups are the best at providing that opportunity. > Every thing feels exciting because I get to work on a greenfield project. Opportunities like this are hard to come by, where you get to start from zero, and figure out what's next. I am definitely keen on rolling out the new workflow mapping feature. > A lot of the problems we have solved internally seems to be common issues however, there is no definitive guide or implementation details. We will probably start off with our recent migration to monorepos and go from there. As Fluency grows, we will be looking to expand our Software Engineering team - so we encourage anyone interested to reach out to our team for an Expression of Interest. In the meantime, keep an eye out for our dev blog, coming soon!

by Leo Roubos
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Startup Process Documentation Guide

Fluency

Process Documentation at Startups

Startups are known for their fast-paced, dynamic environments where innovation and rapid growth are the norms - the classic, move fast and break things mentality. However, this can often lead to chaos, with processes evolving on the fly and knowledge scattered across teams as they (hopefully) grow. Implementing robust process documentation can be a game-changer, helping startups streamline operations, maintain consistency, and scale efficiently. The problem is, everyone is super busy. Since noone has the time, documentation becomes a huge bottleneck for scale. In this blog, we'll explore how startups can leverage Fluency to implement effective process documentation, without investing way too much time on it. Startups thrive on innovation, but maintaining consistency in operations is essential for delivering quality products and services. Process documentation ensures that every team member follows the same procedures, reducing errors and maintaining quality standards. High turnover rates and rapid team expansion are common in startups, as they find their feet and work out who is best for the team. Comprehensive process documentation simplifies onboarding and training, allowing new hires to quickly get up to speed and contribute effectively. No more insanely long ramp-up! Well-documented processes eliminate the need for employees to reinvent the wheel for repetitive tasks. This allows teams to focus on more strategic and high impact deliverables. As startups grow, processes become more complex. Having detailed documentation in place makes it easier to scale operations without losing control. Fluency is designed to make process documentation simple, and quick. Here's how startups can use Fluency: **Automated Documentation**: Fluency automatically generates step-by-step documentation from your recordings. This reduces the time and effort required to create detailed process documents manually. **Browser-Based Recording**: Fluency's Chrome extension allows you to record browser-based processes effortlessly. Capture each step as you navigate through tasks, creating a visual and textual record that can be easily followed. **Windows App**: For processes that sit outside of the browser, you can easily download Fluency for Windows. **Organise and Store**: Keep all your process documentation in one place. Fluency provides a central knowledge repo where team members can access and update documentation as needed. We refer to it as the 'Process Vault' - a secure source of truth. **Search and Retrieve**: With Fluency, finding specific process documents is quick and easy, ensuring that employees always have access to the information they need. No more asking someone on Slack for the 1000th time where that process is. **Team Collaboration**: Fluency allows multiple users to collaborate on process documentation. Team members can add versions, suggest edits, and update documents in real-time, ensuring that documentation stays current and accurate. **Stakeholder Involvement**: Involve stakeholders in the documentation process by sharing amongst teams and collecting feedback. **Adapting to Growth**: As your startup grows, Fluency scales with you. Whether you're onboarding new employees or expanding into new markets, Fluency's flexible platform can accommodate your evolving needs. We are growing too! As we build towards our roadmap, we plan to build Fluency into an all-in-one process excellence platform. **Custom Branding**: Use Fluency's custom branding functionality templates to standardise documentation. This ensures a consistent approach to process documentation, and no need to add on the finishing touches to SOPs and process docs - we'll do it for you. Start by identifying the most critical processes in your startup. Focus on repetitive tasks that are essential to your operations, such as customer onboarding, product development, and sales workflows. Use Fluency to record these processes as they are performed. This captures every step, creating a detailed and accurate record. Now you have process documentation! Organise the recorded processes in Fluency's knowledge base. Review the documentation with your team to ensure accuracy and completeness. Make any necessary adjustments based on team feedback. Utilise the documentation to train new hires and onboard new team members. With clear, step-by-step guides, new employees can quickly learn and execute tasks, reducing the learning curve. Keep knowledge centralised, and raise the bar for knowledge transfer at your startup. Continuously monitor the processes and update the documentation as needed. Encourage team members to provide feedback and suggest improvements to keep the documentation relevant and useful. Implementing process documentation in a startup can transform operations from chaotic to efficient, enabling consistency, scalability, and growth. With Fluency, startups have a powerful tool to capture, document, and manage their processes with ease. By leveraging Fluency's capabilities, startups can ensure that every team member is on the same page, driving success and innovation while maintaining operational clarity. Start your journey towards streamlined operations and process excellence with Fluency today. Visit [Fluency](https://getfluency.com.au/) to learn more and get started. Speak to our Sales team to discuss a Startup discount!

by Leo R.
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From Video to Process Documentation

Fluency

Transitioning from Video documentation to Process Documentation with Fluency

In recent years, the creation of short-form video content has become easier (and more popular) than ever. This trend has also made its way into the business world, with tools like Loom becoming popular for sharing “how-to” guides on internal business processes. However, this shift has led to knowledge pseudo-repositories that rely heavily on scattered video content made for ad-hoc purposes, and no true centralised source of truth for step-by-step processes. For SMB, this approach might work fine. But for larger enterprises, particularly those with stringent process and compliance requirements, it often falls short. A collection of short “how-to” videos can’t match the effectiveness of detailed, step-by-step process documentation stored in a central repository. Plus, the static nature of video means that a process’ value starts and ends with its documentation. If you’ve been considering a more robust solution for documenting processes in your business, you might find that switching to step-by-step documentation with Fluency is the way to go. In this blog, we’ll explore why this transition could be beneficial and provide guidance on how to implement it effectively. Creating a video might seem quick, but editing, updating, and ensuring accuracy can be incredibly time-consuming. Every time a process changes, the entire video needs to be re-recorded, edited, and redistributed. Compared to manual documentation, video is undoubtedly shorter - so Loom has been a great alternative for businesses thus far. Now that tools like Fluency exist that automate step-by-step process documentation, there is a much faster way to document processes reliably. Videos are static and unsearchable, making it difficult for users to jump to specific sections or find the exact information they need quickly. This can lead to frustration and inefficiency, especially for complex processes. Plus - for the recorder, they need to find a quiet place to record, edit and process the video uninterrupted. On the listener side, they need a way to hear the audio, and may be unable to follow the process whilst anything else is going on (eg, they’re in a meeting). While videos are excellent for high-level overviews, they fall short when it comes to detailed, step-by-step instructions. Users often need to pause, rewind, and replay videos multiple times to follow along accurately. If anything gets missed or is unclear, there aren’t clear written down instructions and no ‘why’ is captured. Fluency offers a robust automated solution for documenting processes, providing clear, concise, and easily accessible step-by-step instructions. Loom is often the obvious choice when compared directly to manual documentation - it is, after all, much faster than typing up each step. However, with Fluency, you can get the best of both worlds - the speed of video and the clarity of process documentation. With Fluency, creating process documentation is straightforward. Perform the process like you normally would, and Fluency automatically generates a detailed step-by-step guide. Updating a step is as simple as editing the relevant section, with Fluency’s full editing suite. Fluency’s documentation is text-based, allowing users to search for specific keywords or phrases and jump directly to the relevant section. This makes it significantly easier to find and follow the required steps. You won’t need to pause everything you’re doing to follow a process anymore - and you can easily share the document without having to attach a huge video to an email. Fluency’s output is detailed, step-by-step instructions, complete with screenshots and annotations. This level of detail ensures that users can follow along without confusion, reducing the learning curve and drastically improving process compliance. Written documentation ensures consistency and standardisation across your organisation. Everyone follows the same steps, leading to fewer errors and more predictable outcomes. With a video, there is so much more room for ambiguity, leading to more poorly followed processes. Fluency integrates seamlessly with various tools and platforms, making it easy to export documentation where it’s most needed. Fluency requires zero integrations, as it sits at the application layer - but, we support a number of popular exports. Whether it’s in your Knowledge Base, Fluency’s process vault, or exported and shared, Fluency ensures that processes are easily accessible Sending videos across the internet or storing them in a repo is significantly more unwieldy - and random videos don’t really suit as the central process repository many businesses are looking for. Start by identifying the key processes that need documentation. These could be onboarding procedures, software tutorials, or any other repetitive BAU tasks. Use Fluency to capture each step of the process as you perform it. Fluency will automatically generate a detailed guide, complete with screenshots and annotations. Once the initial documentation is created, review it for clarity and completeness. Make any necessary edits to ensure that the instructions are easy to follow. With Fluency, you shouldn't need to make many edits - but you can easily do so with Fluency's suite of editing tools. Share the new documentation with your team and provide training on how to access and use it. Encourage feedback to continuously improve the documentation. If you are using Fluency as your process repo, you can easily share links to the Fluency application. Regularly review and update the documentation to ensure it remains accurate and relevant. Fluency makes this easy with its intuitive editing tools. While video tools like Loom have had their place due to their speed over manual documentation, Fluency now offers a superior solution for process documentation. By moving to Fluency, you can create clear, concise, and easily accessible step-by-step guides that save time, reduce errors, and improve efficiency.

by Leo Roubos
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8 Essential Steps for Creating SOPs

Fluency

Fluency Financial Services Blog 1: 8 Essential Steps for Making SOPs

Standard Operating Procedures (SOPs) are the backbone of every process-heavy business. Clearly documented step-by-step guides ensure that processes are performed consistently, efficiently, and in compliance with regulations. This is especially important for industries like financial services, healthcare and manufacturing. This blog will quickly run through 8 key steps to ensure that when you produce an SOP, you are doing so efficiently and following best practices. - **Purpose**: Clearly articulate what the SOP aims to achieve. This could range from onboarding new employees to handling customer support tickets. - **Scope**: Specify where the SOP starts and ends. Outline the boundaries to avoid any confusion about what the SOP covers. **Example**: For a financial institution, an SOP might define the steps required to verify a customer's identity, applying to all front office, client-facing staff. Engage the individuals who will use and maintain the SOP. Identify who is responsible for each part of the process and who needs to follow the procedures. **Example**: For verifying customer identities, the stakeholders could include all branch employees performing cashier duties and their supervisors. Collect all the definitions, acronyms, and reference documents that support the SOP. This includes any forms, checklists, or guidelines that the users will need. If the process links to other processes or documents, here is the chance to create those links. **Example**: Reference materials might include a list of acceptable photo IDs or a checklist for verifying customer information. Before writing the detailed steps, map out the entire process visually. Use flowcharts or diagrams to show the sequence of tasks, decision points, and possible outcomes. This ensures that people can view the process in the context of the broader business. **Example**: A flowchart for customer verification might start with the customer presenting their ID, followed by steps to verify the ID against the account details. Detail each step required to complete the process. Ensure the instructions are clear, concise, and easy to follow. Include what to do in exceptional circumstances. Make sure that you don't miss any key steps in the process - this is the hardest part of creating an SOP (aside from how tedious it is). If you miss a single step in the process, it can make it hard to follow or non-compliant. Automation and technology can help to tackle this challenge **Example**: "Each cashier must verify the customer's identity before performing any transactions. Request a photo ID and check that the name matches the account. If the ID is not valid, do not proceed with the transaction." Before finalising, review the SOP with the individuals who will be using it. Conduct a pilot test to identify any gaps or areas for improvement. Gather feedback and make necessary revisions. If you have been creating the SOP manually so far, this can be a time-consuming process as you may have to re-write steps over and over again. **Example**: Have a few branch employees follow the SOP to verify customer identities and provide feedback on its clarity and completeness. Once the SOP is finalised, implement it across the relevant departments. Provide training to ensure that everyone understands and follows the procedures. This can fail horribly if any key steps are missing, or if you haven't tested it and have to re-write the process manually. **Example**: Conduct training sessions for all branch employees on the new customer verification process, ensuring they are comfortable with the steps and know where to find the SOP. SOPs should be living documents that are regularly reviewed and updated. Monitor the process for compliance and effectiveness, and make revisions as needed. Many businesses fail to adhere to this step, leaving to poor compliance, and meaning that employees have no clear view as to what process needs to be followed when. This is because manual documentation is tedious, so employees and teams often opt to skip it altogether. **Example**: Schedule quarterly reviews of the customer verification SOP to incorporate any regulatory changes or improvements based on employee feedback. Fluency makes SOP creation and management effortless. With its Automated Process Documentation (APD) capabilities, Fluency ensures that your SOPs are consistently followed, reducing the risk of human error and enhancing efficiency. Here’s how Fluency can help: - **Automated Process Documentation**: Fluency captures and documents processes automatically, all you have to do is hit record and perform the process as you normally would. - **Seamless Updates**: Easily update SOPs as processes evolve, ensuring that your documentation is always current. - **Enhanced Compliance**: Automated workflows ensure that all steps are followed, helping you stay compliant with industry regulations. - **Improved Training**: Use Fluency to make clear the step-by-step processes that a new employee needs to follow as part of their BAU tasks. Creating effective SOPs is crucial for maintaining consistency, compliance, and efficiency in financial services. By following these eight essential steps and leveraging Fluency's automation capabilities, you can ensure that your SOPs are robust, up-to-date, and easy to follow. Embrace automation with Fluency to streamline your operations and achieve process excellence. Fluency offers a user-friendly platform designed to simplify the documentation and capture of business processes. The Fluency application provides an intuitive way for users to capture any digital process, generating detailed step-by-step documentation using AI.

by Leo Roubos
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Middle Office Operations Excellence

Fluency

Fluency Financial Services Blog 2: Middle Office Operations

In the financial services industry, the middle office serves as the critical nexus between the front and back offices, handling essential tasks such as risk management, compliance, and trade processing. Ensuring seamless and efficient middle office operations is paramount for maintaining operational integrity and achieving business objectives. As industry dynamics evolve, financial institutions must focus on enhancing their middle office processes to stay competitive and compliant. This blog delves into the intricacies of middle office operations, identifies common challenges, and explores strategic approaches to achieving process excellence. The middle office plays a pivotal role in financial services, acting as the backbone that supports front-office trading activities and ensuring smooth operations through to the back office. Key functions of the middle office include: - **Risk Management**: Monitoring and managing various types of risks, including market, credit, and operational risks, to protect the institution's financial health. - **Compliance**: Ensuring adherence to regulatory requirements and internal policies, thereby safeguarding the institution from legal and reputational risks. - **Trade Processing and Validation**: Confirming and validating trades executed by the front office, ensuring accuracy and compliance with market standards. - **Performance Measurement**: Analysing and reporting on the performance of trading activities and investment portfolios to support strategic decision-making. - **Data Management**: Collecting, processing, and maintaining data integrity across various systems and platforms to enable accurate reporting and analysis. Despite its critical role, the middle office faces several challenges that can impede efficiency and effectiveness: - **Complex Regulatory Landscape**: The financial services industry is subject to stringent and continually evolving regulations. Keeping processes up-to-date with regulatory changes is a constant challenge. - **Legacy Systems**: Many institutions rely on outdated systems that lack the flexibility and integration capabilities required for modern middle office operations. - **Data Silos**: Disparate data sources and lack of integration can lead to inconsistencies and inefficiencies in data management and reporting. - **Manual Processes**: Reliance on manual processes increases the risk of errors, slows down operations, and makes it difficult to scale efficiently. - **Resource Constraints**: Balancing the need for specialised skills and resources with budgetary constraints can be challenging, particularly for smaller institutions. To overcome these challenges and achieve process excellence, financial institutions can focus on the following strategic approaches: - **Process Automation**: Automating repetitive and manual tasks can significantly enhance efficiency, reduce errors, and free up valuable resources for more strategic activities. For example, automating trade validation and reconciliation processes can streamline operations and improve accuracy. - **Integrated Risk Management**: Implementing integrated risk management frameworks that consolidate data from various sources can provide a holistic view of risk exposure. This enables more proactive risk management and ensures compliance with regulatory requirements. - **Advanced Data Analytics**: Leveraging advanced data analytics tools can enhance data management capabilities, providing deeper insights into trading activities and performance. This supports better decision-making and helps identify opportunities for process improvements. - **RegTech Solutions**: Adopting regulatory technology (RegTech) solutions can help institutions stay compliant with evolving regulations more efficiently. These solutions can automate compliance monitoring, reporting, and audit trails, reducing the burden on middle office staff. - **Modernizing IT Infrastructure**: Upgrading legacy systems and integrating modern technology platforms can enhance the flexibility and scalability of middle office operations. Cloud-based solutions, in particular, offer scalability and cost-efficiency, enabling institutions to adapt quickly to changing business needs. - **Process Mapping and Optimisation**: Conducting comprehensive process mapping exercises can help identify bottlenecks and inefficiencies in current workflows. By optimising these processes, institutions can achieve greater consistency and operational excellence. - **Collaboration and Communication**: Enhancing collaboration and communication between front, middle, and back office teams can ensure more cohesive and efficient operations. Implementing collaborative platforms and tools can facilitate better information sharing and decision-making. As the financial services industry continues to evolve, the role of the middle office will become increasingly important. Institutions that invest in modernising their middle office operations and embracing process excellence will be better positioned to navigate regulatory complexities, manage risks, and drive business growth. Emerging technologies such as artificial intelligence (AI) and machine learning (ML) are set to revolutionise middle office operations. AI and ML can automate complex risk management tasks, enhance predictive analytics capabilities, and improve the accuracy of trade validations. Optimising middle office operations is essential for financial institutions seeking to maintain operational integrity, comply with regulations, and achieve strategic objectives. By embracing automation, integrating advanced data analytics, and modernising IT infrastructure, institutions can overcome common challenges and drive process excellence. As the industry continues to evolve, the middle office will play a critical role in ensuring the resilience and success of financial institutions. Investing in middle office process excellence today will pave the way for a more agile, efficient, and competitive organization tomorrow.

by Fluency
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Streamlining CPS-230 Compliance in 2024 : The Role of AI and Automation

Streamlining CPS-230 Compliance in 2024 : The Role of AI and Automation

Prudential Standard CPS-230, issued by the Australian Prudential Regulation Authority (APRA), aims to bolster operational risk management across the financial services sector. This standard emphasises the need for effective identification, assessment, and management of operational risks to ensuring business continuity and resilience. Thorough and accurate process documentation, such as Standard Operating Procedures (SOPs), process documents, and step-by-step guides, are crucial for compliance with CPS-230. They ensure consistency in process execution across a business, and provide clear guidelines for managing operational risks and responding to incidents. To comply with CPS-230, financial institutions must develop robust process documentation practices that aligns with regulatory requirements. Without the aid of recent advancements in technology (particularly AI), this represents a significant time investment. Institutions are required to maintain comprehensive Business Continuity Plans (BCPs) that document how critical operations will be sustained during disruptions. This includes identifying critical processes, resources, and recovery strategies, ensuring that the organisation can quickly adapt and continue operations within established tolerance levels. Step-by-step procedures must be clearly documented, with accurate descriptions to ensure that businesses remain compliant - and in the worst case, staff members are able to execute business continuity plans according to clear instructions. Managing third-party service providers is a critical aspect of CPS-230. Institutions must document the selection, assessment, and ongoing monitoring of service providers to mitigate associated risks. This involves detailed agreements, performance metrics, and contingency plans to ensure service continuity. Effective incident management requires clear, documented procedures for detecting, reporting, and resolving operational risk incidents. This documentation ensures timely response to incidents, minimises impact, and includes root cause analysis and corrective actions to prevent recurrence. Manual documentation processes are labour-intensive and time-consuming. Creating and maintaining detailed process documents, SOPs, and incident reports require significant effort, which can divert resources from other critical activities. Most of the time, organisations end up skipping the SOP creation process as a result - but when it comes to compliance, these are not skippable. Manual processes are also inherently prone to human error and inconsistencies. Different individuals may document processes differently, leading to variations that can compromise the reliability and accuracy of the documentation. This inconsistency can pose significant risks, especially during audits or regulatory reviews. Keeping documentation current is a major challenge. As regulations, processes, and organisational structures change, manually updating documentation can be a cumbersome task. This often leads to outdated or incomplete records, which can hinder compliance efforts and operational efficiency. Given these challenges, leveraging technology to automate process documentation can be a game-changer for financial institutions. Automation tools can streamline the creation, updating, and management of documentation, ensuring accuracy, consistency, and compliance with CPS-230. By embracing these tools, institutions can enhance their operational resilience and focus more on strategic risk management. Automating the creation and updating of process documents dramatically speeds up these tasks. No longer do teams have to spend countless hours drafting and revising documents manually. Automation tools handle these processes swiftly, freeing up valuable time for staff to focus on more strategic activities. Additionally, when it comes time for compliance audits, these tools make all necessary documentation easily accessible, reducing the time and effort required to prepare for audits. Simplifying adherence to CPS-230 requirements is perhaps one of the most significant benefits of process documentation automation tools. These tools make adherence to the stringent standards set by APRA much more accessible, especially with features like editing suites and version control. With all changes and updates meticulously recorded, institutions can demonstrate compliance effortlessly. An essential feature of any documentation automation tool is its ability to integrate smoothly with your existing systems. A tool that does not need to connect with your current software, such as risk management systems, enterprise resource planning (ERP) systems, and other business applications, will enhance efficiency and reduce manual data entry. Fluency requires no integrations whatsoever, operating at the application layer. First, identify your institution's critical operations and documentation requirements. Evaluate your current documentation processes to identify gaps and areas for improvement. This assessment will help you understand what you need from a process tool and set a clear foundation for your implementation plan. When selecting an automation tool, compare different options based on their features, cost, and ease of use. Consider the tool’s scalability and its ability to integrate with your existing systems. A tool that can grow with your institution and seamlessly connect with your current software will provide long-term benefits. Providing comprehensive training for your staff is crucial for a smooth transition from manual to automated processes. Ensure that your team understands how to use the new tools effectively and can incorporate them into their daily workflows. A well-planned onboarding process will minimise disruptions and help your staff adapt quickly. By using an easy-to-use tool, you can circumvent a lot of these challenges. Once your automation tools are in place, it’s important to regularly update and review your documentation. Continuously monitor the performance of your tools and ensure that they remain aligned with CPS-230 compliance requirements. Regular reviews will help you catch any issues early and make necessary adjustments. Financial institutions must develop robust process documentation practices to comply with CPS-230, and leveraging automation tools can significantly streamline this process. Contact Fluency today to learn how we can support your compliance journey.

by Leo Roubos
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What is Process Excellence?

Fluency

What is Process Excellence?

At Fluency, we envision a world where process excellence is achievable for every organisation. Here’s our understanding of what process excellence means and how we are driving this vision forward. Process excellence is about capturing processes and extracting value from them. This means no more undocumented processes, and no documented processes sitting in silos, out of date, and unused. It's about removing the mundane parts of work, ensuring clear knowledge transfer, and fostering a culture of continuous improvement. At its core, process excellence is about minimising the tedious overhead of BAU and freeing up time for the _tasks that matter._ **Core Principles of Process Excellence**: - Automation: Liberate your team from repetitive, low-impact tasks. Automation is not just a tool; it’s an approach that frees up human potential for more meaningful work. - Clarity and Documentation: Every process should be transparent and well-documented, accessible to all, and easy to understand. Clarity enables efficiency. - Continuous Improvement: Stagnation is the enemy of progress. Constantly optimise and refine your processes to keep pace and remain agile. - Visibility: Know exactly what is happening within your processes at any given moment. Visibility allows for informed decision-making and swift action. At Fluency, we are dedicated to making process excellence attainable for all businesses. Our platform is built on principles designed to streamline process documentation, and help businesses extract value out of their processes with one central platform. **Automated Documentation**: Forget manually typing out step by step processes docs and pasting in screenshots. Our platform automatically captures and generates detailed documentation, ensuring accuracy and saving time. **Version Control**: Maintain precise, up-to-date records of your processes. Version control ensures that your operations are compliant and current, and allow you to go back in time to see how processes have changed **Contextual Integration**: Processes should not exist in isolation. Our approach integrates your workflows into a broader business context, highlighting how processes exist across teams. We are on a mission to build a comprehensive platform that brings process excellence within reach for every business. Everything we do at Fluency is designed to help you transform process operations, making process excellence not just a goal but a standard. **Why It Matters**: Process excellence is about more than efficiency—it’s about continual improvement and a focus on high-quality work. At Fluency, we are committed to helping you achieve this vision, so you can focus on what truly matters. **Making the Vision a Reality**: In the past, achieving 'Process Excellence' was nearly impossible. But with technological advancements and our innovative approach, Fluency is turning this vision into reality. We are paving the way for businesses to reach process excellence much more easily.

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RMIT Post Mirror - Fluency

RMIT Post Mirror - Fluency

We work hard to make sure graduates are equipped with the [#skills](https://www.linkedin.com/feed/hashtag/?keywords=skills&highlightedUpdateUrns=urn%3Ali%3Aactivity%3A7198202197862461440) and [#knowledge](https://www.linkedin.com/feed/hashtag/?keywords=knowledge&highlightedUpdateUrns=urn%3Ali%3Aactivity%3A7198202197862461440) they need to solve emerging business challenges, but current [#Finance](https://www.linkedin.com/feed/hashtag/?keywords=finance&highlightedUpdateUrns=urn%3Ali%3Aactivity%3A7198202197862461440) student [Finnlay Morcombe](https://www.linkedin.com/in/finnlay/) isn't even waiting to graduate. While still tackling his final year studies, Finn has just launched his own [#startup](https://www.linkedin.com/feed/hashtag/?keywords=startup&highlightedUpdateUrns=urn%3Ali%3Aactivity%3A7198202197862461440), [Fluency](https://www.linkedin.com/company/getfluency/), with co-founder [Oliver Farnill](https://www.linkedin.com/in/oliverfarnill/). Thanks to $300,000 in pre-seed funding and a $3 million valuation in late 2023, it is already having a great impact on how businesses solve for a common issue – process documentation. Finn said the idea came to him while completing an internship with a superannuation fund as part of his Business and Finance degree at the College of Business and Law. > I remember thinking there has got to be a simpler way to do this. — Finn, of being assigned a task to move a process from one team to another. > From the initial idea to automate the creation of documentation, we now have a product available for download, an office in Melbourne's CBD, we're working with customers in Australia, Singapore and Japan, and we have a clear vision to make process excellence accessible for all businesses. — Finn Senior Lecturer of Economics, Dr. [Meg Elkins](https://www.linkedin.com/in/meg-elkins-3bba2119/) who runs the GradFolio course for final year students, said Finn's story is a great example of using a beginner's mindset to solve for a common business problem. > Finn has taken a necessary but tedious process for many employers, and employees, and allowed technology to improve efficiency. It's inspiring, not just to other students, but to the staff at RMIT as well, to see Finn's motivation and determination create such great impact. It's also wonderful to see the support he is receiving from industry, showing there is a real need for this solution. — Dr Elkins Fluency officially launched on Wednesday 15 May 2024. As for juggling the remainder of his studies with the venture, Finn says he looks forward to completing his degree and growing his business. > I've really enjoyed my studies at RMIT and while my initial goals of a career in finance have changed over that time, I'm really looking forward to building upon the skills I've learned and changing the process landscape in businesses around the world with Fluency. — Finn Shared on Linkedin by the RMIT College of Business and Law

by RMIT College of Business and Law
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AFR Article Repost: How this intern turned paper-shuffling into a successful start-up

AFR Article Repost: How this intern turned paper-shuffling into a successful start-up

Finnlay Morcombe's dream was to be an investment banker. But his future swerved in a radically different direction after he signed up for an internship with a big super fund while still at uni. His epiphany was this: there must be a simpler, automated way to process documentation – a time-consuming, hands-on, and terminally boring task of explaining how certain work tasks have to be performed by people who have never done them before. Fluency co-founders Oliver Farnill (left) and Finnlay Morcombe with their mentor, Dr Angel Zhong. Eamon Gallagher > I was given the task of moving a process from one team to another. And I realised there was room for a product to do it. — Mr Morcombe, who is finishing his business and finance degree at RMIT this semester. He started a business, Fluency, and opened offices in Flinders Street in Melbourne's CBD. The company has clients in Australia, Singapore and Japan and another 50 or so in the pipeline. He sees no reason why most companies globally would not want to buy into Fluency's platform. Having seen the possibility, code was written, funding was secured, and the team grew from two to seven between February 2023 and May 2024. Having been accepted into Swinburne University's pre-accelerator program, where his business partner, Oliver Farnill, is a student, the pair won a couple of prizes in a small pitch competition and collected the grand total of $2500 for their MVP – minimum viable product – based on code they taught themselves to write. Fluency co-founders Oliver Farnill (left) and Finnlay Morcombe with their mentor, Dr Angel Zhong. That led to being accepted into the accelerator program, which came with an equity-free $20,000. > The software was only four buttons on a screen at this point, but we somehow sold it to a NDIS service provider. — Mr Morcombe That in turn led to a pre-seed funding raise which achieved $300,000 and a $3 million valuation. In layman's terms, Fluency replaces the manual task of explaining how a task, such as generating a daily report in Excel, is done. > If you hire a new staff member they won't know how to do it until you've sat down and walked them through each of the steps a few times, or you've created a set of instructions on how to replicate the process. That is usually done by taking screenshots which clearly show what to click, where and why. What Fluency does is use the software in the process by going through it as per normal, and then it can generate the documentation, which is contextually informed. — Mr Morcombe It seems blindingly obvious, right? That's exactly what we thought. Having abandoned his dream of investment banking, Mr Morcombe now wants Fluency to be deployed "to most businesses across the world as everyone has a user case". Luckily for Fluency, Mr Morcombe's girlfriend came to the rescue when it came to naming the platform. "The name I initially came up with was terrible. It was Con-Plug." Angel Zhong, head of the finance at RMIT's college of business and law, said Mr Morcombe clearly had what it took to be an entrepreneur. > Finn has this agility. We organise an annual finance trading competition and in 2022 Finn was one of our top performers. We use real-life data that changes every millisecond and he adapts to the changing circumstances in real time and also has great critical thinking skills. And then he has a remarkable ability to apply this theoretical knowledge in practical settings and which is also a focus of our program here. — Dr Zhong **Julie Hare is** the Education editor. She has more than 20 years' experience as a writer, journalist and editor.

by Julie Hare
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Swinburne-founded software startup Fluency launches first product suite

Swinburne-founded software startup Fluency launches first product suite

Swinburne Vice President of Innovation and Enterprise Dr Werner van der Merwe (left), Finnlay Morcombe (middle) and Oliver Farnill (right) at the 2023 Swinburne Accelerator Program Pitch Night. This article is a mirror of Swinburne University's article titled "Swinburne-founded software startup Fluency launches first product suite". Link: https://www.swinburne.edu.au/news/2024/05/swinburne-founded-software-startup-fluency-launches-first-product-suite/ - Fluency, a startup co-founded by a Swinburne alum, is launching its first product suite aimed at streamlining manual documentation processes. - The software seamlessly integrates into workflows, capturing and translating actions into detailed, editable documentation, ensuring accuracy and consistency. - Backed by Swinburne's Innovation Studio and venture funding, Fluency exemplifies the university's commitment to nurturing talent and fostering innovative businesses. [Fluency](https://usefluency.com/), a software startup founded by Swinburne University of Technology alum Oliver Farnill and co-founder Finnlay Morcombe, has achieved a significant milestone on its journey to market success. The company will officially reveal its first product offering at the Friends of Fluency Launch Night on 15 May 2024, surrounded by a community of supporters. Fluency offers businesses an automated solution to streamline manual documentation processes – helping them cut costs, enhance compliance and save time. > At Fluency, we've developed a solution that seamlessly integrates into your workflow, capturing and translating your actions into detailed, editable documentation. Our technology learns from your process, ensuring that the generated documentation is not only accurate but also consistent with your business's style guide. — Oliver, Fluency's co-founder and COO Since its inception in early 2023 – when Farnill was a Swinburne engineering student – Fluency has generated strong market interest. Several companies are currently trialling the software and moving towards full implementation. What's more, the company has become an inspiring example for other student founders developing Software as a Service (SaaS) platforms. Co-founders Oliver and Finnlay began their entrepreneurial journey by participating in the [Swinburne Innovation Studio](https://www.swinburne.edu.au/research/platforms-initiatives/innovation-studio/)'s Pre-Accelerator Program. Over the course of six weeks, they diligently developed their startup, focusing on customer insights, business validation and constructing a minimum viable product through workshops. The program culminated in a pitch event, where the duo presented their startup to a panel of judges. Their hard work paid off, as they [took home the Best Pitch Award](https://www.swinburne.edu.au/news/2023/04/pre-accelerator-program-nurtures-early-stage-ideas/). Fluency's momentum grew as the co-founders advanced through the Swinburne Accelerator Program, a three-month intensive schedule of seminars and mentoring aimed at getting startups investment ready. At the culmination of the program, Fluency [won the 2023 People's Choice Award](https://www.swinburne.edu.au/news/2023/09/Accelerator-program-paves-the-path-to-entrepreneurship-excellence/) for their pitch. _Five startups at the 2023 Swinburne Accelerator Program Pitch Night._ Today, Fluency's partnership with Swinburne Innovation Studio continues to deepen, providing ongoing support for the company's expansion. Fluency's transition to a venture-funded growth stage company was backed by Swinburne Ventures Limited. This financial support has empowered the startup to refine its innovative technology and grow its team. Dr Werner van der Merwe, Vice President of Innovation and Enterprise, says the investment in Fluency highlights the distinctive nature of Swinburne's startup programs, and the university's commitment to nurturing talent and fostering the growth of innovative businesses. > Swinburne doesn't just fund the Accelerator program, we invest in it. We invest in the companies that will bring our research to market, we invest in ourselves to better understand how to operate in a commercial world, and we invest in the people who will go on to create a better world. — Dr van der Merwe Director of Commercial Innovation at Swinburne Abhay Seth says the Innovation Studio's startup programs are a catalyst, open to the whole Swinburne community. > Similar to our friends at Fluency, if you're brimming with ideas and eager to turn them into a startup reality, the Swinburne Innovation Studio is your go-to. We're here to empower aspiring founders by connecting them with relevant content, opportunities and networks in the vibrant startup community, both locally and internationally. — Abhay Seth, Director of Commercial Innovation at Swinburne

by Swinburne University
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Automated Process Documentation for PMs

Fluency

Automating Process Documentation for Project Managers

Process documentation is vital for mapping user journeys, tracking project progress, identifying bottlenecks, and aligning project objectives with business goals. When everyone knows what to do and when, projects are more likely to meet their milestones with consistency. Yet, writing and maintaining this documentation manually can be incredibly time-consuming and often becomes quickly outdated as project scopes evolve. With automation, project managers can cut down the time they spend on documentation to a tenth, while maintaining accuracy. Automation transforms traditional challenges into advantages: - **Efficiency and Time Savings**: Automation speeds up the creation and distribution of process documents. - **Accuracy and Consistency**: Automated tools ensure documentation is free from human errors and uniform across all projects. - **Scalability**: As projects grow and change, automated documentation can be easily updated without starting from scratch. - **Enhanced Collaboration**: Automation often includes collaboration features that enhance team communication and document accessibility. Starting with automation is as simple as identifying repetitive documentation tasks that are ripe for automation. Begin by implementing Fluency on a small scale to gauge its impact, and then expand as you see the benefits unfold. This approach ensures that the transition is smooth and that the immediate benefits are observable, encouraging further integration. **Scenario**: In an agile environment, project scopes and tasks can change rapidly. Keeping documentation up to date becomes a challenge that can lead to miscommunication and project delays. **Solution**: Automating process documentation with Fluency allows project managers to quickly update project documents as changes occur. This automation can integrate with other tools like Confluence to export the latest updates directly into process documents. As a result, documentation is easier to keep current, reflecting real-time changes and ensuring that the entire team is aligned with the latest project scope and objectives. **Outcome**: Project managers save hours previously spent manually updating documents, and teams always have access to the most recent information, reducing miscommunications and keeping the project agile. **Scenario**: Projects that require compliance with industry standards or internal policies need meticulous documentation to ensure standards are met and audits are passed. **Solution**: Fluency can automate the creation of compliance-related documents and maintain a clear audit trail of all changes. This not only simplifies the creation and maintenance of compliance documents but also ensures that they are easily accessible and updated in accordance with regulatory changes. **Outcome**: Project managers experience less stress during audit periods, as all necessary documentation is organised and easily retrievable. This systematic approach reduces the risk of non-compliance penalties and enhances the reputation of the organisation. **Scenario**: Managing resources effectively is crucial for the timely and budget-conscious completion of projects. Manual documentation and tracking of resource allocation can lead to errors and inefficiencies. **Solution**: With Fluency, project managers can automate resource documentation, which includes tracking of personnel allocation, hours worked, and resource availability. Automation helps in forecasting resource needs and adjusting allocations based on project demands, all visible through dynamically updated documents. This is especially useful when managing across teams. **Outcome**: Enhanced visibility into resource utilisation leads to more efficient project management. Project managers can anticipate and mitigate resource shortages or reassign resources swiftly, ensuring that the project progresses without delays or budget overruns. **Scenario**: Bringing new team members up to speed is essential for maintaining project momentum. However, manual onboarding processes can be slow and inconsistent, potentially hindering the integration of new personnel into ongoing projects. **Solution**: Automating the onboarding documentation process ensures that all training materials, project guidelines, and role-specific responsibilities are consistent and up to date. Fluency can provide new team members with automated, personalized documentation packets on their first day, tailored to their specific role and project. **Outcome**: Faster and more effective onboarding of new team members, who can quickly become productive members of the project team. This also frees up time for project managers and other team members, who would otherwise spend significant time manually preparing and delivering onboarding materials.

by Leo Roubos
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Operations Excellence in Financial Services

Fluency

Operations Excellence in Financial Services - Industry Blog

Financial institutions are increasingly realising that sustainable growth and competitive advantage are achievable by leveraging technology to transform their operations. This article examines insights from a recent white paper by the Boston Consulting Group (BCG) and Celonis, integrating these findings with our observations in the financial services sector. It underscores the significant role of AI-driven process intelligence in revolutionising the operations of financial services. _This article represents the opinions of Fluency as an industry participant and provides commentary on the report titled "BCG Banking (Ops) Excellence: How AI-driven Process Intelligence can transform banking operations”._ The crux of competitive longevity in financial services lies in the effective management of routine operational processes. These processes, often complex and multifaceted, have historically presented challenges in optimisation and comprehension. A discrepancy typically exists between how processes are designed, how they are perceived to function, and their actual performance, leading to operational inefficiencies, customer dissatisfaction, and regulatory compliance risks. For Financial Services Institutions, process documentation is crucial. It provides a clear roadmap of operational procedures, facilitating efficiency, compliance, and continuous improvement. Moreover, thorough documentation is essential for regulatory compliance and risk management, serving as a foundational element for both strategic and regulatory aspects of Financial Services operations. However, the manual generation of process documentation is laborious and time-consuming, which can lead to crucial knowledge being confined to individual employees. This becomes a risk when staff turnover occurs or during organisational restructuring, potentially resulting in a loss of critical operational knowledge and creating vulnerabilities. The manual approach to documentation can lead to procrastination or neglect, leaving significant gaps in organisational knowledge and process transparency. Consequently, organisations face a dilemma: incur the high costs of manual documentation or contend with the risks of having incomplete or outdated process records. This situation highlights the need for more efficient, automated process documentation methods. Adopting AI-driven process documentation can capture and update vital process information consistently, reducing the risk of information loss and facilitating swift and informed decision-making throughout the organisation. Automated process documentation solutions like Fluency offer time-efficient, accurate, and consistent documentation of operational processes. With no need for technical expertise, these solutions enable widespread organisational adoption, ensuring compliance and enhancing decision-making capabilities. This transition not only preserves institutional knowledge but also enhances operational efficiency, marking a strategic investment in the future resilience and excellence of the organisation's operations. AI-powered process documentation grants a holistic view of operational activities, allowing for a comprehensive examination of how different processes interact and affect each other. Utilising AI helps organisations systematically address inefficiencies, streamlining workflows, and enhancing strategic decision-making. This approach not only optimises current process flows but also positions organisations to proactively manage change and drive innovation, maintaining compliance. Key datapoints gathered by BCG + Celonis include: - Enhancing process efficiency by up to 50%. - Increasing customer satisfaction by 10–15 points. - Boosting employee satisfaction, particularly in repetitive and operational tasks. - Ensuring timely regulatory reporting, thus minimising the risk of penalties. Understanding the full spectrum of your processes, facilitated by AI Process Automation, offers a comprehensive approach to process excellence. Moving beyond a process-by-process analysis, this integrated methodology unveils the interconnections across the entire operational landscape, providing invaluable insights into process optimisation. _Source: Boston Consulting Group + Celonis, White Paper - Banking (Ops) Excellence “How AI-driven Process Intelligence can transform banking operations”_ By adopting a holistic approach through AI Process Intelligence, organisations can achieve a comprehensive understanding of their processes, unveiling the interconnected nature of their operational ecosystem and fostering an environment conducive to continuous improvement and innovation in the financial services sector. This discussion draws upon the insights and findings from the white paper authored by the Boston Consulting Group (BCG) and Celonis. While our summary captures key points, the original document provides a more detailed exploration of AI-driven process intelligence in the financial sector. For those interested in the comprehensive analysis and extended case studies, the white paper can serve as an additional resource. https://media-publications.bcg.com/BCG-Banking-(Ops)-Excellence-AI-driven-Process-Intelligence-to-transform-processes.pdf?utm_campaign=organic_social-General+%28No+Campaign%29&utm_content=organic_social-LinkedIn&utm_medium=social_organic&utm_source=LinkedIn _The views and interpretations expressed herein are solely those of Fluency and do not represent the opinions or positions of BCG or Celonis. This article was developed independently and is not a product of collaboration with BCG or Celonis._

by Leo Roubos
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Fluency vs Scribe: Process Documentation Comparison

Fluency

Fluency vs Scribe for Automating Documentation

Navigating the landscape of process documentation tools can be a challenge, with numerous options each promising to streamline and enhance your workflow. This blog dives into a comparative analysis of two prominent solutions: Scribe, a user-friendly Chrome Extension for quick process documentation, and Fluency, an advanced platform designed for comprehensive and high-quality process management. Our goal is to provide a clear overview, helping you make an informed decision based on your specific documentation needs and organisational goals. Whilst Scribe is a quick and easy to use Chrome Extension. stable for creating simple step-by-step guides, some users have expressed complaints that generated descriptions can be simple and require editing. **Examples include:** -> Steps that simply say "Click Here" -> Repeated or redundant steps that require deletion By contrast, Fluency creates context specific descriptions, growing in intelligence as it better understands your business. For any process you want to record, simply include a process title and brief description, and Fluency's Al model will better understand the context of what you are performing, and factor that in when it generates descriptions. This is because due to recent advances in Al technology, Fluency is able to better translate the computer's inputs that are being recorded during a process into natural language. As a result, descriptions require minimal editing, saving the end user time and effort. Scribe is conveniently available as a Chrome Extension, making it straightforward to start documenting browser-based processes with little to no onboarding required. On the other hand, Fluency is designed for businesses seeking to comprehensively document and centralise their process documentation. This comes with organisational and team controls, unlike a Chrome extension. For organisations that need SharePoint, Word, PDF, Confluence, or other export capabilities, Fluency supports this too. Scribe suits users who need to share a few processes with colleagues, particularly in roles that are not heavily focused on processes or for documenting discrete tasks. However, this convenience can contribute to a broader issue many teams face: fragmented documentation spread across multiple systems. A process documented in Scribe becomes yet another piece of information scattered across various computers. Many businesses require a centralised solution for securely storing their specific business processes. Fluency offers such a centralisation: Your processes are stored securely in the cloud. Industry-leading security, powered by AWS. Organizational tools including team, project, and tag-based categorization. Compatibility with various export platforms. With Fluency, you can streamline your documentation workflow, ensuring that all processes are stored securely and are easily accessible by your team. The choice between Scribe and Fluency hinges on the specific needs and priorities of the user or organisation. Scribe presents an appealing option for those seeking a straightforward, browser-based tool for capturing and sharing simple processes with minimal setup. It excels in offering convenience and ease of use but may fall short in delivering the depth and quality of process descriptions required for more detailed and complex documentation needs. Fluency, on the other hand, distinguishes itself by providing superior description quality, leveraging advanced AI to create context-specific and comprehensive process descriptions. This capability not only reduces the time and effort needed for editing but also enhances the overall quality and utility of the documentation produced. Coupled with its robust organisational and team controls, extensive export options, and industry-leading security, Fluency is ideally positioned for businesses and teams looking for a comprehensive solution to document, centralise, and manage their processes with precision and efficiency. The decision between Scribe and Fluency ultimately reflects a balance between the simplicity and convenience of a browser extension and the need for high-quality, centralised process documentation that can grow and adapt with the business.

by Leo Roubos
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AI for Process Documentation & Automation

Fluency

AI for Process Documentation - Fluency

In the realm of business operations, AI is moving from a nice-to-have to a must-have, especially in process documentation. Traditional methods, often manual and time-intensive, are giving way to AI-driven solutions that offer speed, accuracy, and security. AI assists in automatically capturing each step of a process, analysing data for improvements, and maintaining current documentation without the heavy lifting previously required. AI-driven documentation tools like Fluency are at the forefront of this transformation. By recording processes in action, these tools automatically generate step-by-step documentation. This not only cuts down on the time and resources spent on manual documentation but also ensures that the output is more accurate and reflective of the actual process. Automating the capture of each step reduces the chance of human error, ensuring more reliable documentation. By freeing up staff from the manual documentation process, organisations can redeploy their efforts towards more value-adding activities. AI doesn't just document; it can analyse processes for inefficiencies, offering actionable insights for improvement. Adopting AI for process documentation doesn’t have to be daunting. Here are steps to get started: Assess which processes would benefit most from AI-driven documentation, focusing on those that are complex or prone to frequent changes. Look for tools like Fluency that fit your specific needs, considering factors like ease of use, integration capabilities, and security features. Ensure your team is up to speed on how to use the chosen tool effectively. This might involve formal training sessions or leveraging online resources provided by the tool. When assessing APD tools, look at which are the easiest for teams to implement, and get started using. Implementing AI is not a set-and-forget solution. Regularly review the effectiveness of your AI-driven documentation, making adjustments as needed to ensure it continues to meet your needs. The integration of AI into business process documentation is not just a trend; it’s a fundamental shift in how organisations operate. Tools like Fluency are making it easier for businesses of all sizes to leverage this technology, resulting in more efficient, accurate, and useful process documentation. As businesses continue to navigate the digital transformation, embracing AI in process documentation will be key to staying competitive and agile. Ready to take the leap and streamline your process documentation with AI? Explore how tools like Fluency can transform your approach, enhancing efficiency and accuracy across your operations. Start your journey towards smarter, AI-driven process documentation today.

by Leo Roubos
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Automate Process Documentation Easily

Fluency

Automating Process Documentation with Fluency

Ever found yourself bogged down by the task of documenting processes? We've all been there. But fear not, as automating process documentation can be a game-changer, saving both time and effort while ensuring accuracy. Process documentation is all about capturing the steps involved in a particular task. It's like creating a roadmap, detailing inputs, outputs, and decision points. This documentation serves a multitude of purposes, from training new hires to troubleshooting and enhancing overall efficiency. Generally, examples include: - Standard Operating Procedures - Internal Guides - Compliance Documentation - Step-by-step tutorials - Onboarding Documents But there are many more types of process documentation, across a number of industries. Manual process documentation presents its fair share of challenges: - **Resource Intensiveness**: Documenting complex processes can be a lengthy endeavour, often taking weeks or months. And the constant need for updates only adds to the workload. - **Inconsistent Documentation**: Without standardised procedures, documentation can become disjointed and challenging to follow. - **Time-Intensive Revisions**: Even minor changes to a process can result in significant time investments to update documentation accordingly. - **Intellectual Property Protection**: Traditional documentation methods may lack the necessary security measures to safeguard proprietary information. - **Scalability Issues**: The time-consuming nature of documentation hampers scalability efforts within the organisation. Automating process documentation offers a viable solution to these challenges. Tools like Fluency can: - Capture process steps automatically - Generate documentation instantly - Simplify sharing and collaboration - Ensure accuracy and consistency - **Process Standardisation**: Fluency promotes consistency across procedures, enhancing efficiency and quality throughout operations. - **Increased Productivity**: By eliminating repetitive tasks, Fluency frees up employees to focus on more value-added activities, thereby boosting overall productivity. - **Error Reduction**: Automation minimises the risk of human errors, leading to improved accuracy and reliability in documentation. - **Enhanced Customer Service**: Fluency's user-friendly guides empower customer service teams to resolve issues promptly, resulting in higher customer satisfaction levels. - **Time Savings**: What once took hours to document can now be accomplished in mere minutes with Fluency, saving valuable time for employees. - **Data Security**: With Fluency, data security is a top priority, ensuring that sensitive information remains safeguarded at all times. - **Effortless Collaboration**: Fluency facilitates seamless collaboration on documentation projects, fostering efficiency and alignment across teams. - **Improved Profitability**: Standardised processes and increased efficiency contribute to improved profitability for the organisation. Fluency can automate various types of process documentation, including: - Quick reference guides - Onboarding documents - Training manuals - Customer support guides - Product walkthroughs In the fast-paced world of modern business, automation has become a vital tool for driving efficiency and productivity. With Fluency, organisations can streamline their process documentation efforts, unlocking new levels of operational excellence. Embrace automation today to unleash the full potential of your organisation's processes.

by Leo Roubos
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Overcoming Process Excellence Barriers

Fluency

Barriers to Process Excellence

In the quest for operational efficiency, organisations face a number of obstacles that can derail their journey towards process excellence. While the path is fraught with challenges, technology-driven solutions offer a way to navigate these obstacles effectively. Thanks to Celonis' 2023 Process Optimisation Report, we have a view into what key business leaders consider to be barriers to process excellence. This blog will give our thoughts on these barriers, and strategies organisations can implement to overcome them. Legacy systems significantly constrain the agility required for process improvements. Outdated technologies can stifle innovation, making it challenging to adapt processes in line with evolving business needs and technological advancements. Embracing modern technology solutions that offer flexibility and seamless integration can revolutionise process documentation and management. Automating documentation, for instance, can effortlessly translate routine operations into comprehensive SOPs and guides, laying a solid foundation for continuous improvement. In many organisations, processes evolve organically over time, becoming increasingly complex and less efficient. This complexity can mask inefficiencies, making it difficult to identify and implement improvements. The intricacy of these processes often results in decreased visibility, higher costs, and reduced productivity, undermining efforts towards process excellence. Utilising tools that offer automated workflow mapping can illuminate the path to simplification, turning intricate processes into clear, actionable steps. This not only aids in identifying redundancies but also in standardising operations across the board. Within established operations, uncovering areas for enhancement is like finding a needle in a haystack. This difficulty is compounded by the absence of systematic review mechanisms or the lack of benchmarks against which to measure current practices, leaving significant opportunities for optimisation undiscovered. Advanced analytics and benchmarking tools can shed light on these opportunities, comparing processes against industry standards or internal metrics. This insight is invaluable for prioritising improvements and driving strategic decisions. High-quality, reliable data is the cornerstone of effective decision-making. However, poor process data quality — characterised by inaccuracies, incompleteness, or outdated information — can lead to misguided decisions that steer efforts away from true process excellence. Centralised repositories ensure that process data is accurate, up-to-date, and accessible. When useful process data is presented with clear dashboards, it becomes a powerful asset for informed decision-making and strategic planning. Organisational silos, both in terms of data and team structures, create barriers to effective communication and collaboration. These silos prevent the sharing of insights and best practices, crucial for holistic process improvement, and often result in duplicated efforts and inconsistencies across the organisation. Solutions that centralise process information and enhance cross-functional collaboration can dismantle these silos. Accessible, shared repositories encourage a culture of transparency and collective problem-solving The absence of defined process ownership can lead to a lack of accountability and direction in process management efforts. Without designated owners, processes may suffer from neglect or inconsistent application, significantly hindering the achievement of process excellence. Implementing tools that provide detailed audit trails and visibility into process workflows can strengthen ownership. By making it easy to drill down into each step of a process, organisations can ensure that every team member understands their role in the pursuit of excellence. In navigating the path to process excellence, the key lies in leveraging technology that not only addresses the immediate barriers but also sets the stage for ongoing improvement. Tools such as Fluency offer a bedrock for organisations aiming to streamline their operations, enhance compliance, and foster a culture of continuous improvement. Adopting a solution that integrates seamlessly into existing workflows, provides actionable insights, and encourages collaboration can transform the way organisations approach process excellence. The journey to process excellence is continuous, with each step offering opportunities for improvement and growth. By understanding the common barriers and how technology can help to overcome them, organisations are better positioned to make informed decisions about the tools they adopt. Solutions like Fluency represent the next step in this evolution, offering a way to navigate the complexities of process improvement with ease and precision. In the end, achieving process excellence is not just about overcoming barriers but about transforming these challenges into opportunities for innovation and growth.

by Leo Roubos
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Best Customer Support Software 2024

Fluency

Top Software Solutions for Customer Support

(+ AI tools for Help desk!) Efficiently managing customer inquiries and support tasks is a growing challenge for organisations. The integration of automation tools in customer support operations is crucial for streamlining processes, reducing workloads, and enhancing service quality. These tools not only ensure smoother operations but also help businesses maintain high service standards during growth. This guide highlights top tools and software that can revolutionise your customer support, offering a significant improvement in the customer experience. Fluency is designed to automate the creation of documentation and provide actionable process insights. Its capability to easily generate guides for FAQs position Fluency as a key player in reducing ticket volumes and promoting self-service among customers. Anyone who has worked in customer support knows that simply directing a customer to an existing step-by-step piece of documentation is the most scalable form of resolution. Fluency is particularly effective in transforming process documentation from a tedious task into a strategic asset, optimising customer service operations through automation. Teams can easily build a large, referenceable body of documentation during “slower” periods, and be equipped with documentation for when times are busy. See a video of Fluency in action: [Watch Video](https://www.youtube.com/watch?v=sDdjwxMqbRA) Esteemed among IT and service teams, Jira Service Desk excels in rapid request resolution. Its integration with Confluence allows for the creation of self-service knowledge bases, alleviating the support staff's load. The tool's customizable queues and automation rules streamline the support workflow, making it easier for teams to efficiently resolve customer issues. Zendesk offers a comprehensive solution by centralising customer support channels into a single dashboard. Its suite of tools, including a robust ticketing system, knowledge base, and automation workflows, facilitates the seamless management of customer interactions. Zendesk ensures that businesses can efficiently track, prioritise, and resolve customer inquiries. Zendesk’s centralised knowledge base is compatible with other tools on this list such as Fluency, with users being able to import documentation for easy public access if necessary. [Watch Video](https://www.youtube.com/watch?v=kZPX4xBq7A0) Known for its ease of use and efficiency, Help Scout supports businesses in managing customer support requests with a personal touch. Its automated workflows and shared inboxes ensure that customer communications are organized and responsive. Help Scout's analytics capabilities provide valuable insights into customer needs. [Watch Video](https://www.youtube.com/watch?v=qgK9QnMAhHQ) The choice of customer support automation tools requires careful consideration of several factors to align with a business's unique needs: - Budget: Determine a clear budget to find tools that offer the best value and fit within financial constraints. - Scalability: Choose tools capable of accommodating business growth, minimising the need for frequent changes. - Ease of Use: Opt for tools with intuitive interfaces to facilitate quick adoption by support teams. - Integration: Look for tools that integrate seamlessly with existing systems for streamlined operations and data consistency. Automating customer support processes offers numerous benefits: - Increased Efficiency: By automating routine tasks, support teams can dedicate more time to resolving complex issues. - Improved Customer Experience: Automation ensures fast and consistent responses, significantly enhancing customer satisfaction. - Enhanced Analytics: Valuable data on metrics like response times and customer satisfaction from automation tools enable informed decision-making. Artificial Intelligence (AI) enhances customer support automation by providing chatbots and virtual assistants for instant, personalised support. AI-driven systems improve efficiency and customer satisfaction by understanding queries, delivering relevant information, and autonomously performing tasks. Additionally, progress in AI and Large Language Models (LLMs) in particular has led to the creation of Automated Process Documentation (APD). This breakthrough in technology means that platforms such as Fluency can generate step-by-step guides in natural language, based on computer inputs. Organisations can utilise this for automating Standard Operating Procedures (SOPs) using AI. For businesses focused on streamlining operations and improving customer service quality, selecting the right customer support automation tools is essential. Tools like Fluency, Jira Service Desk, Zendesk, and Help Scout, equipped with AI capabilities, ensure a superior support experience. By matching tools to specific needs and leveraging AI, organisations can foster loyalty and achieve success, emphasising the importance of automating help desks, SOPs, and customer service documentation for operational excellence.

by Leo Roubos
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See why teams love Fluency

With Fluency, we've turned a major operational pain point into a streamlined, efficient system that keeps our team aligned and productive.

Anthony Tregunna profile picture

Anthony Tregunna

Head of Operations

BoardRoom Australia

Fluency has saved our team many hours of writing and updating documents. It has been a value-add having the ability to edit the procedures and redact sensitive information while keeping documents relevant and live.

Marco Fantozzi profile picture

Marco Fantozzi

Portfolio Analyst

Ophir Asset Management

Fluency has revolutionised how we create and maintain training guides. Its step-by-step capture functionality ensures thorough and accurate documentation, enabling our team to learn independently.

Jacqueline Ong profile picture

Jacqueline Ong

Customer Service

MISUMI

Fluency has streamlined our documentation across divisions, making processes consistent and easy to follow. It's now a key part for our training and onboarding process.

Samuel Sheridan profile picture

Samuel Sheridan

Corporate M&A Analyst

Prime Financial Group

Fluency has been a revolutionary experience. Certainly one of the best investments my company has made if you ask me. I don't think I could ever go back to Word again!

Anna Ye profile picture

Anna Ye

Senior Corporate Accountant

Bennelong Funds Management

If you're a Chief of Staff, COO, or anyone focused on scaling operations, Fluency is a game-changer. If helps teams save time, streamline and document/refine processes, and operate with far more clarity and consistency.

Kelly Elbridge profile picture

Kelly Elbridge

Chief of Staff

Quickli

Stop wasting time on manual documentation

Start free today and create up to 5 SOPs, no credit card required.