SweetProcess > Case Studies > Scaling Up Everywhere Wireless through Enhanced Employee Onboarding and Training

Scaling Up Everywhere Wireless through Enhanced Employee Onboarding and Training

Technology Category

Networks & Connectivity - WiFi

Applicable Industries

Education
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking
Virtual Training

Services

System Integration
Training

About The Customer

Everywhere Wireless is a premier internet service provider based in Chicago, Illinois. The company was established about a decade ago with the aim of building consumer trust by offering a consumer-centric service. Over the years, it has won multiple awards, including the best overall ISP in 2018, 2019, and 2020. The company services several high-net companies including Amazon, Google, CBS, and Nike, offering users 99.99% uptime with speeds of more than 2,000 megabits per second. Everywhere Wireless has also partnered with the City of Chicago to deliver Wi-Fi to many of Chicago’s parks and beaches, and currently has over 60,000 active users.

The Challenge

Everywhere Wireless, a leading internet service provider in Chicago, was facing challenges in managing its growing workforce. As the company expanded, the need for a more effective system to manage standard operating procedures became crucial. The existing manual system was unable to meet the increasing demands of knowledge distribution among the team members. The larger the team grew, the more difficult it became to pass on work-related information. This led to constant queries from team members about how to get things done, which the existing system was unable to address. The company needed a solution that could streamline the process of knowledge distribution and make it more efficient.

The Solution

To address the challenge of knowledge imbalance, Tom Vranas, the vice president of innovation and culture at Everywhere Wireless, embarked on a quest to find an effective workflow software. After a thorough analysis of about 70 software systems, SweetProcess emerged as the best fit for the company. The software not only proved to be the best workflow software on the market, but the excellent customer service provided by the SweetProcess team also played a significant role in the decision. SweetProcess was able to improve the customer experience by enabling the support team to attend to customers in the shortest time possible. It also provided effective documentation tools, including texts, images, charts, graphs, and videos, making their documentation more comprehensive and organized. Furthermore, SweetProcess helped in decentralizing the knowledge base, preserving work-related information in a system accessible by authorized parties. It also streamlined the employee onboarding process, making it easier to onboard more people without compromising the quality of training.

Operational Impact

The adoption of SweetProcess has significantly improved the operations at Everywhere Wireless. The software has enhanced the customer experience by enabling the support team to respond to customers more quickly and efficiently. It has also improved the company's documentation process, making it more comprehensive and organized. The decentralization of the knowledge base has ensured that work-related information is preserved and accessible to authorized parties, even when established employees leave the organization. Furthermore, the software has streamlined the employee onboarding process, making it easier to train more people without compromising the quality of training. Overall, SweetProcess has played a crucial role in the company's expansion.

Quantitative Benefit

The company was able to analyze and test about 70 software systems before choosing SweetProcess.
The company now has over 60,000 active users, thanks to its reliable service.
The company has won the best overall ISP award for three consecutive years (2018, 2019, and 2020).