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We picked the market leader when choosing a CRM system, yet we never felt like we were getting the most out of our implementation. It was complicated and it’s not like we had dedicated sales ops resources sitting around, so we scrapped it. SmartSuite gave us a refreshing combo of simplicity and sophistication - plus we know it can adapt as our team grows and changes.

Sure, there are all the agile development best practices, but we developed our own flare that fit us. What didn’t work was piecing together all the systems involved to deliver it - felt like we spent more time talking about processes than the actual work. With SmartSuite, we killed 4 systems and replaced them with one that actually did what we wanted.

As we spun up a Program Management Office to transform our customer service function, we needed a way to track multiple project work streams. We installed the Program Management Solution, and we’re off to the races after a few adjustments to how we wanted to manage weekly status reporting.

Business exploded and I suddenly had 20 positions to hire for immediately. I was living in spreadsheet hell tracking candidates and spent half my day just playing calendar chess to schedule interviews. Within a week, I was able to install a few SmartSuite’s HR solutions and suddenly the work didn’t seem quite as daunting.

Customer onboarding for our newest POS product was taking longer and longer to complete. At first we thought it was a product issue, but eventually found a major process gap between Customer Success and Finance that was stalling account updates to new payment processing requirements. We implemented SmartSuite in a few days and started seeing onboarding times tick back to normal almost immediately.

I got very real with the leadership team at last year’s annual offsite: Next year is make or break. We can either transform in the face of wild market forces and competition, or risk an existential crisis. Our COO used SmartSuite to map out our strategic plan by quarter. We set bold company goals, mapped out initiatives, and created cross-functional program teams to track everything from weekly status reports to departmental progress against goals.

You’d be amazed by the wild range of incidents happening every day in our stores. They range from garden variety shoplifting to systematic scamming to belligerent customer behavior towards our associates. We implemented SmartSuite to help triage our incident management workflow, using our limited resources to react quickly to serious issues while keeping tabs on everything else. The flexibility it's given us has been a game changer.

I was brought in to overhaul our governance, risk and compliance program, which had been growing organically from its start 15 years earlier in IT. The legacy systems were outdated, difficult to adapt, and just felt like we weren’t on the forefront of where best-in-class leaders should be. We invested the effort to start fresh with SmartSuite’s solutions, elevating Data Privacy to its rightful place and stretching processes across the entire enterprise. My team transformed as a result - it was like all the inefficiencies that had been building up like some ugly corporate plaque for years had been wiped clean.