Case Study: Global Biotechnology Firm Developed an Omni-channel Customer Engagement Planning Solution in Smartsheet
Optimum designed and implemented a customized Smartsheet-based solution which allowed client’s various countries to create, approve, and export their annual strategic plans, allowing senior leadership to compare strategies, budgets, and results between different countries or view data on a regional level.
Client conducts an annual strategic planning process and due to the process occurring on a local (country) level, there was lack of standardization between countries. This resulted in inherent inefficiencies including duplication of work and lack of scalability with each country having to rely on their own process which may or may not meet leadership expectations.
Optimum was engaged to design and implement a customized and advanced Smartsheet-based solution, within a strict timeline for the solution to be rolled out to various countries. Optimum utilized the rapid-deployment capabilities of the Smartsheet platform to deliver and rollout a robust Customer Engagement and Strategy Planning solution, fully meeting the client’s business user, reporting, and automation requirements.
Optimum successfully completed client’s business requirements and objectives of the project in a record time. The final product was a 3-blueprint Multi-Tier Smartsheet Control Center solution, that enabled the automation, data management, and reporting capabilities required by each country to fully manage and track their strategic planning activities and customer engagement initiatives.
Due to client’s strategic planning process occurring on a local (Country) level there has been a lack of process standardization between countries. This results in two critical issues, the first being inherent inefficiencies, duplication of work, inconsistencies, lack of scalability and tedious processes with each country having to develop their own process which may or may not meet leaderships expectations. The second issue was that it had become impossible to roll-up or compare strategies, budges and results between countries or view them on a regional level. Client engaged Optimum to solve these challenges within a short timeframe and using rapid deployment techniques and solutions.
Optimum initiated the project in mid-June and had the final solution ready for rollout in mid-July. Optimum’s team of certified Smartsheet process engineers, architects, and developers utilized a 3-blueprint Multi-Tier Smartsheet Control Center solution that provided a standard template set and automation workflows to track and manage strategic planning and customer engagement initiatives, while allowing the client to standardize the process and template sets into the operations of all the countries.
This solution allows each country to proceed through a 3-step process to develop, approve, and export their annual strategic plan, providing automation of the initiatives’ project template creation, advanced and multi-layer KPI dashboards at the corporate, country, and initiative level, and automation workflows to streamline the review and approval processes.
The Phase 1 of this solution was successfully developed and rolled out to various countries and the client is now working with the Optimum’s team to identify and implement further enhancements and new features into this solution.
The project was completed on schedule and the outcome was a synchronized strategy development workflow and a consistent strategy review and roll-up, allowing the client to have insight and visibility into the strategic planning and customer engagement processes and data across all its operations. The final product was a 3-blueprint Multi-Tier Smartsheet Control Center solution, that enabled the automation, data management, and reporting capabilities required by each country to fully manage and track their strategic planning activities and customer engagement initiatives.
Optimum is a national Software Consulting firm, and a Smartsheet Platinum Partner, helping organizations accelerate efficiency and solve business challenges. We deliver robust software solutions and amazing client experiences!
As a Platinum, Certified Smartsheet Partner, our consultants define, automate, and optimize processes and implement advanced Smartsheet solutions to help clients achieve work efficiency and productivity. From development of customized templates and advanced dashboards and workflows to the full implementation and support of Smartsheet Control Center and other accelerators, our team helps clients maximize their ROI in Smartsheet and increase user adoption and productivity of their teams.
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