Client
- ReturnPro, a leader in Logistics & Returns Processing.
- 1,000+ employees operating across more than four warehouses in the U.S., Canada, and Mexico.
Action
Replaced a fragmented, homegrown system with Way We Do.
Key Results
- Achieved compliance across 1,000+ Employees.
- Eliminated critical security gaps.
- Automated and synchronized user provisioning between Way We Do and ReturnPro’s Payroll System.
- Saved administrative bandwidth equivalent to more than one full-time employee (FTE).
The Challenge: A Fragmented System That Couldn’t Keep Up
As the Director of Knowledge Services for a 1,000+ employee logistics company, Alex Spangler was responsible for all client setup, configuration, and training. ReturnPro’s rapid scale and high hiring volume (“we had to hire new employees… every single day”) exposed critical flaws in their existing processes.
The company was using a homegrown software that, while functional for storage, was “not robust enough.” This was supplemented by other tools like Airtable for revision tracking and OneDrive for storage, creating a fragmented and inefficient workflow.
This system presented three core challenges:
- Significant Security Flaws: The platform “lacked the security” needed for a large-scale operation. This included insecure access to the platform and no secure process for off-boarding employees, leaving sensitive documents vulnerable.
- Manual, Error-Prone Work: Assigning Standard Operating Procedures (SOPs) was entirely manual. This “left gaps” where users weren’t assigned critical documents needed to do their jobs, creating a major compliance risk.
- A Massive Drain on Resources: The administrative burden was enormous. “The impact… was over a full-time employee’s bandwidth just to create, assign, off-board, but also audit the users,” Alex explains. This, combined with the time supervisors spent daily, was a significant drain on productivity.
The Solution: Finding a “Clear Winner”
Alex knew they needed a secure, reliable, and automated platform. He launched a thorough search, creating a detailed matrix of requirements and demoing over 15 different software solutions.
“I graded each piece of software based on the strength of performance within those requirements,” Alex says, “and Way We Do was the clear winner.”
The decision wasn’t just about the software, but the partnership. “The onboarding process with Way We Do stood out to me,” Alex notes. “The attention to detail that they paid to our current process as well as helping to better that process throughout.”
The Results: “Effortless, Insightful, and Powerful”
The transition to Way We Do had an immediate and profound impact on ReturnPro’s operations, centered on automation and reporting.
True ROI in Time Savings
The most significant benefit was the “true return on investment… in just the time savings alone.”
By tying Way We Do to their HR system, user provisioning became “effortless.” New hires have accounts “within just a few minutes of being created,” with the precise documents they need automatically assigned. This “streamlining… removes any potential errors as well as the gaps that we were experiencing before.”
This automation freed up Alex’s team from “mundane tasks,” allowing them to “focus on documenting and onboarding new departments and new clients.”
Actionable Insights with Reporting
For Alex, the favorite feature is the reporting. “Being able to show the facilities and the management team what users have signed off on and what they still need to sign off on has given us great insight,” he says. This feature transformed their ability to manage compliance from a manual audit to an instant, insightful report.
A “No-Brainer” for Process-Driven Businesses
ReturnPro now has a “one-stop shop” for its knowledge and training. When asked to sum up Way We Do in three words, Alex chose:
“Effortless, insightful, and powerful.”
His advice to other companies? “If you care about ensuring that the process that your business has created is executed to its utmost ability, and you want training to be as effortless as possible, then it’s a no-brainer.”
