Manage Customer Experiences
Align and execute processes for better, faster, and lower-cost onboardings.
Solution Spotlight: Managing Customer Implementation Services
Create a connected experience for sales reps, consultants, and customers to increase satisfaction.
Prioritize Onboarding Project Approvals with Transparency Connect with Salesforce, automate service demand management, and create a project approval workflow — all without requiring help from IT.
Adapt Processes to Meet Customer Requirements Dynamically configure projects as customer priorities change, and create customized reporting by documenting best practices for each product or practice.
Provide Visibility For Your Customers and Your Team Easy-to-configure dashboards and reports provide internal stakeholders and customers with insight into onboarding program status for fast and accurate decision-making.
"I’m responsible for overseeing Salesforce and Oracle EBS. It got really fun when we started realizing how we could use Smartsheet to help connect all the systems together. This alone made an enormous impact, because prior to this, there was a tremendous amount of manual effort. It was taking several hours a week to get the data in Salesforce, combine it with other manual work, and create various reports."
Common Customer Challenges:
Plagued by project delays and customer satisfaction issues
Frequent Onboarding Project Delays
70% of customer onboarding projects are delivered late and over budget*.
Delays Lead to Cost Overruns
90% of costs from delays are absorbed by the service provider*.
Lack of Onboarding Program Visibility
Identifying how customers are progressing and spotting burning issues is a struggle.
Scope Creep Derailing Projects
Projects go off track when customers do not understand the impact of requested changes.
(*source: Smartsheet Survey, July 2017)
How to Streamline Internal Operations to Scale Efficiently
Significantly reduce customer onboarding program delays and associated costs.
Connect with Salesforce
Automate customer and project data collection from Salesforce.
Validate, Assess, and Approve
Add additional data, validate, research, interpret, review, and approve before initiating a project.
Systematically generate projects with all components.
Manage Customer Collaboration
Provide real-time visibility into customers' onboarding program status, significantly reducing status meetings and emails.
Automate Client Reporting
Schedule regular notifications and reports, keeping all stakeholders informed.
Portfolio Summary and Insights
Dashboards and reports provide timely insights into program performance.
Ongoing change management is simplified with global updates.