ProcedureFlow Partners with Gatestone Digital on Guided Workflows

ProcedureFlow has announced a partnership with Gatestone Digital, the customer-experience arm of Toronto-based Gatestone, to turn complex knowledge and processes into guided workflows that frontline teams — and the AI layered on top of them — can actually follow.

The deal

The pairing combines Gatestone Digital's customer-experience and operational expertise with ProcedureFlow's core product: turning dense procedures into visual, step-by-step guides. The goal, per the announcement, is to move organizations "beyond simply storing knowledge toward making that knowledge easier to execute across people, processes and technology."

ProcedureFlow's structured workflows also double as a "governed knowledge foundation for both employees and AI" — a direct extension of the agentic API beta the Saint John firm shipped earlier this year so AI agents follow the same controls as people.

The company

ProcedureFlow spun out of Innovatia in 2015 and has spent a decade in contact centres and enterprise operations, with Horizon CAN Health among its earlier marquee deployments. A partnership with a Toronto CX firm is a distribution play: Gatestone Digital's clients get a governed knowledge layer, and ProcedureFlow gets a channel into larger customer-experience programs.

The pitch

The steady theme of ProcedureFlow's recent moves is that AI without a governed process underneath it is just a faster way to make the same mistakes. The Gatestone deal takes that message to enterprise CX buyers through a partner rather than ProcedureFlow's own sales team.

Sources

• Gatestone Digital on LinkedIn — partnership announcement
• ProcedureFlow — company site and product detail