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Insights & Updates
The latest on AI transformation, enterprise workflows, and operational excellence from the Fluency team.
We just raised $6M
Two years ago, Finn and I went full-time on Fluency as two 23-year-olds before finishing uni. Neither of us came from a startup background,
Fluency vs Consultants vs Celonis vs Mimica vs Worktrace: The Foundation for AI Transformation
Top global enterprises are chasing three things with AI: 1. Deploy agents and automations to streamline repetitive workflows 2. Augment larg
The Agent-Native Enterprise: Visibility, Workflows, and the Path Forward
Five years from now, AI agents will be as fundamental to enterprise operations as email is today. Not assistants that help humans with tasks
Trending: What Context Graphs Mean For Enterprise
Foundation Capital recently called context graphs AI's trillion-dollar opportunity. The timing makes sense. Every enterprise is deploying AI
Optimizing M&A Integration with Fluency Work Intelligence
A Fortune 500 company acquires a $5B competitor. The strategic thesis is sound: consolidate operations, eliminate redundancies, capture $500
Why AI on Broken Workflows Makes Things Worse (And How to Actually Become AI-Ready)
A Fortune 500 company deployed RPA across their invoice processing operation. The business case was clear: automate 80% of manual data entry
The Practitioner's Guide: How to Actually Measure AI ROI Across Multiple Systems
A CFO asks: "We spent $2M on Copilot. What did we actually get?" You pull up the adoption dashboard. 80% adoption, 10K queries per week, hig
The Difference Between Process Mining and Adaptive Work Intelligence
Process mining emerged with a compelling promise: make the invisible visible. Show enterprises how their processes actually work, not how th
Case Study: How an $11B Manufacturer Cut $10M in App Costs
An $11 billion medical device company had 4,000 applications. Five different ERPs. Two SAP instances. The result of 20 years of acquisitions
Case Study: How an Insurance Company Solved the 6x Performance Gap Between Claims Handlers
A mid-market insurance services company had a problem every claims operation has but few can quantify. Two handlers processing identical cla
Why AI ROI Remains Invisible (And How to Fix It)
Every AI ROI conversation ends the same way. Executives ask: "What's this costing us? What are we getting back?" The answers sound promising
The Three Types of Work Data (And Why You Only Have Two)
Enterprises are investing in the first two data layers but neglecting the third. Every company tracks what comes in and what goes out. Custo
The Hidden Cost of AI: Rework No One Is Measuring
Your AI dashboard shows impressive numbers. 10,000 queries this month. 80% adoption. High satisfaction scores. But here's what it doesn't sh
AI Doesn’t Have a Capability Problem. It Has an Incrementality Problem.
This perspective is written for leaders responsible for AI impact across operations, marketing, and knowledge work. It reflects patterns we
Insurance and the Drive to AI
Insurance carriers are racing toward AI transformation. McKinsey projects AI could unlock $1.1 trillion in annual value across the industry.
Why AI Transformation Projects Stay Stuck in Pilot
Enterprises are drowning in AI pilots. The pattern is consistent across industries. A company launches an AI initiative. The pilot shows pro
Why AI Use Case Discovery Should Start with Visibility, Not Consultation Alone
The bottleneck in most AI roadmaps isn't strategy. It's discovery. Executives know AI needs to drive measurable impact. They've read Gartner
Why AI Pilots Should Measure Impact, Not Adoption
AI pilots rarely fail because of bad technology. They fail because enterprises can't tell the difference between usage and value. Every week
Why Enterprise AI Roadmaps Can't Keep Pace with AI Evolution
Most enterprise AI strategies aren't failing because of bad planning. They're failing because the planning cycle itself is too slow. Right n
Adaptive Work Intelligence: The New Data Layer for Enterprise Execution
We built Fluency because we kept seeing the same problem everywhere. Ask any CEO which teams execute best, and they can tell you. Ask them *
Work Intelligence in Healthcare: Choosing the Highest ROI AI Tools
Healthcare organizations are deploying AI tools at scale, but lack the infrastructure to measure actual ROI. Medical scribes promise to save
How to Measure AI Transformation Beyond Productivity Metrics
Enterprises measure AI success through hours saved, tasks automated, and usage rates. These numbers are easy to calculate and communicate. T
How Operations Leaders Identify Process Inefficiencies
Operations leaders know inefficiencies exist but can't pinpoint them. Teams stay busy while velocity drops. Projects extend past timelines.
Why 'Work' Is the Missing Data Layer in Enterprise AI
Every enterprise revolution has been powered by a new data layer: - ERP integrated core business operations and financial data (SAP, Oracle)
The 70% Problem: Why Process Mining Misses Most of Your Business
Enterprises have spent millions on process mining, task mining, and quarterly audits. And yet, leaders still can't answer the simplest quest
Real-Time Process Assurance: Replace Quarterly Audits with Live Oversight
Audits, QA reviews, compliance checks—they all share one flaw: They tell you what went wrong after it's too late to fix. By then, customers
Automatic Process Discovery & Optimization: The Always-On Improvement Engine
Not because leaders aren't paying attention, but because processes are invisible, undocumented, and constantly changing. By the time a proce
The 30-Day Executive Playbook to Prove AI Transformation ROI
CIOs and tech execs launch transformation after transformation: GenAI pilots, ERP upgrades, CRM deployments, and operational redesigns. The
From Static SOPs to Living Operations: The Always-On Improvement Loop
But peel back the layers, and reality looks different: - 200-page SOPs buried in SharePoint. - Playbooks that no one reads, let alone follow
Adaptive Work Intelligence
We just released the next iteration of Fluency. It's purely a result of listening to what our users are saying and striving to solve their b
Why Ops Teams Are Flying Blind (And What It's Costing You)
Most enterprise operations teams are flying blind. Work is constantly happening - calls, tickets, claims, verifications, escalations - but n
What is Execution Intelligence?
Most enterprise teams are operating blind. Work breaks down silently. Customers complain before anyone notices. Audit flags come as surprise
PVH Saves $300K and Transforms Global Knowledge Transfer with Fluency
When Jeff, a 21-year veteran at PVH (the multi-billion fashion powerhouse behind Calvin Klein and Tommy Hilfiger), was tasked with setting u
AON Case study: The Impact of Fluency on SOP Documentation in Payment Operations
Clear and accessible Standard Operating Procedures (SOPs) are vital for Aon’s APAC Payment Operations team to ensure consistency, compliance
The Best AI Process Documentation Tools in 2025
Creating process documentation is one of those tasks that every team knows is important but rarely enjoys doing. It's slow, repetitive, and
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 th
Fluency vs Scribe
Modern enterprises face mounting pressure to document their standard operating procedures (SOPs) efficiently and accurately. Traditional man
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 ef
Top 10 Scribe Alternatives for Process Documentation
While Scribe is a popular choice for process documentation, it's not the only tool available. Depending on your needs, other platforms might
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 enter
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 documentat
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 r
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 s
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 emplo
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 exec
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 appr
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 b
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 i
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 pr
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 ta
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 ac
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 exce
RMIT Post Mirror - Fluency
We work hard to make sure graduates are equipped with the #skills and #knowledge they need to solve emerging business challenges, but curren
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
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) a
Automating Process Documentation for Project Managers
Process documentation is vital for mapping user journeys, tracking project progress, identifying bottlenecks, and aligning project objective
Operations Excellence in Financial Services - Industry Blog
Financial institutions are increasingly realising that sustainable growth and competitive advantage are achievable by leveraging technology
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 y
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 metho
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 documentatio
Barriers to Process Excellence
In the quest for operational efficiency, organisations face a number of obstacles that can derail their journey towards process excellence.
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 integrat