Last Updated on May 10, 2025 by Owen McGab Enaohwo
Amber Lehmann, co-owner and manager of Mesquite Chiropractic & Injury, spent over two decades manually documenting procedures within her practice. She struggled to single-handedly train new employees from scratch whenever experienced staff resigned, due to the absence of proper documentation.
Determined to improve business operations, Amber hired Jacki Morgan Hulm as chief operations officer. Jacki was instrumental in documenting the organization’s procedures in SweetProcess and would always refer team members to it for guidance. This led to them wearing T-shirts emblazoned with “It’s in SweetProcess” to celebrate her retirement last year.
Amber Lehmann, Co-owner and Manager of Mesquite Chiropractic
About Mesquite Chiropractic & Injury
Mesquite Chiropractic & Injury is an integrated clinic that combines conventional and complementary treatment methods for patients. Established 40 years ago, this Texas-based practice specializes in natural remedies, including chiropractic care, physical rehabilitation, and Platelet-Rich Plasma (PRP) therapy, among others.
The clinic boasts experienced chiropractors and a family nurse practitioner who are dedicated to providing personalized care to meet the individual needs of patients, ensuring a speedy recovery.
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Addressing the Major Challenge of Manually Documenting Processes
Although Amber and her team initially documented their procedures in Word documents, those documents proved to be unhelpful.
“I did Word documents, I typed it up, but it just wasn’t enough. We weren’t using them because they weren’t written well or in a usable format,” Amber says.
The overwhelming volume of text made it challenging to locate relevant information. This situation made employees rely on Amber for answers, which became overwhelming. Amber also experienced what she described as a “freak-out factor” when knowledgeable staff left the company. The loss of critical company knowledge and the burden of training new hires from scratch fell on her shoulders.
“If somebody left, I didn’t know what I was doing for the next two weeks. My life would stop, and I would spend the next two weeks training someone,” she laments.
Realizing the need for improvement, Amber sought help from Jacki due to her expertise in process management. They decided they needed a better tool, prompting Amber to learn about creating efficient systems. As a result, she enrolled in a business course on streamlining workflows, for which SweetProcess was recommended. After researching SweetProcess and its competitors, Amber and Jacki were pleased with the findings.
“I picked three or four different software and we looked at them, and I was like SweetProcess seemed easy to use and it was affordable,” Amber reveals.
The Instant Effect of SweetProcess on the Operations at Mesquite Chiropractic
The impact of SweetProcess was immediately felt throughout the company upon its implementation in several ways.
1. Saves Time
Amber and Jacki immediately observed a significant reduction in the number of questions from staff after documenting their procedures in the system. They began going directly to SweetProcess to find the information they needed instead of frequently approaching them for answers like they used to. This was a relief and a game-changer.
When people occasionally asked questions about tasks, Jacki would confidently respond, “It’s in SweetProcess,” saving time that would have been spent showing them how to do it every single time.
2. Offers a Reliable Knowledge Base
Documenting the business’s procedures that benefited the team was one of the most significant impacts of using SweetProcess within the organization. This change marked a refreshing shift from the initial practice of having valuable information stored only in individuals’ minds.
Directing team members to SweetProcess was particularly significant because, for the first 24 years of Amber’s 27 years at the company, any question about how to perform tasks meant she had to stop what she was doing to address it. A culture of independence and self-sufficiency has developed within the team, as employees can now find sufficient guidance on their own.
3. Streamlines Employee Onboarding and Training
Onboarding and training employees with procedures in Word documents wasn’t the most efficient. The absence of streamlined training resources, onboarding, and ongoing training necessitated one-to-one guidance. SweetProcess has been instrumental in facilitating an effective and seamless onboarding.
“I’ve had several of our new team members say it was the best onboarding they have ever had,” Amber says, about using SweetProcess for onboarding.
The team achieved this by assigning procedures for new employees to follow independently and encouraged them to ask questions about those procedures. They easily achieved this by setting up a quiz in SweetProcess to test the participants’ knowledge.
SweetProcess also removes physical barriers in employee onboarding and training, allowing organizations to easily onboard employees from different locations. The team at Mesquite Chiropractic & Injury experienced this advantage.
“We do have one offshore employee. He had access to SweetProcess, which helped him, even with a language barrier; it was still easy because we did have pictures in SweetProcess,” Amber adds.
4. Simplifies Document Management
The ability to create and update documents in line with current business needs differentiates SweetProcess from Word documents. You can easily edit existing procedures and add visual instructions as a guide. Jacki highlights how they weren’t able to do that with Word documents.
“You can keep your procedures evergreen in SweetProcess; that’s something you struggle with when working with Word documents…it was very easy to use.”
How to Streamline Your Business Operations for Optimal Results
Drawing on her years of experience with streamlining business processes, Jacki’s first piece of advice to anyone looking to streamline their operations is to find the right tool, as it determines how much you can accomplish. The right tool helps to track and update performance.
“The crack of it is knowing you have control of it and that you can update it as needed, and everyone is looking at the same thing,” Jacki says.
Take each step one at a time. Streamlining every aspect of your business all at once can overwhelm you and hold you back from making progress, she adds.
In addition to those tips, Amber recommends seeking professional help if you struggle to handle it on your own, just as she did to get Jacki on board. This approach reduces pressure and allows you to learn how to manage it over time.
“I can write procedures now, but I needed that help for someone to show me how to do it,” Amber says.
Selecting the right tools significantly streamlines your business operations. A crucial part of this selection process is obtaining strong support from software administrators. Amber highlights how helpful the SweetProcess team has been in customizing the system to fit their business needs. Whenever they identify a new activity that requires the tool but can’t implement it, they reach out to the SweetProcess team, and within a few days, they see the necessary feature added.
“We found multiple things that we brought up that have been added to the software,” Amber says. This has enabled them to address their unique business needs.
Enhance Your Business Operations With Maximum Support from SweetProcess
Amber and Jacki found relief in their ability to resolve their operations bottlenecks with SweetProcess. Their stories highlight the effectiveness of SweetProcess and the dedicated support from the SweetProcess team to meet their evolving needs. This exceptional customer service is uncommon with other software companies. SweetProcess provides all its customers with the same outstanding assistance. If you’re looking to enhance your business operations through effective documentation, seize this opportunity by signing up for a 14-day free trial of SweetProcess without a credit card.
