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Problem
Coordination Breakdown in a Growing Business
Andex Kitchens, a premium custom cabinetry manufacturer, faced growing coordination challenges across its sales, design, engineering, and field installation teams as demand increased. But without a centralized system, each team worked from separate tools and workflows. Designers managed job details using paper folders and local files, engineering wouldn’t engage until final sign-off, and installers often lacked the latest documents or measurements when arriving on-site.
These silos led to inefficiencies, missed updates, and duplicated effort. Communication gaps between stages made it difficult to track job status and ensure timely handoffs. The lack of a unified view into project data slowed down collaboration and made scaling operations increasingly difficult.
Q1
Solution
From Sales to Service: One Source of Truth
To break down these silos, the customer implemented SmartSuite as a connected operating system for their full job lifecycle. Led by the Sales & Project Strategist and Systems Implementation Lead, the team focused on building a flexible, centralized Jobs Table, replacing the need for multiple disconnected job trackers. Each role—from sales to install—was given tailored views, allowing users to engage only with the information relevant to them.
The system now supports a full end-to-end workflow:
- Sales CRM: Tracks clients, referrals, and job requests from homeowners and trade partners
- Design Process: Kanban boards grouped by design phase, including measurement, concept, and sign-off
- Engineering Pipeline: Custom statuses for pre-production, ordering, and CNC file prep
- Install Access: Mobile-friendly filtered views allow installers to access diagrams, job details, and submit deficiencies
- Deficiency Tracking: Installers log field issues directly from the job record using SmartSuite action buttons
- Service Requests: Legacy jobs can be reactivated and linked to new service work for support and warranty
To extend visibility externally, they used guest licenses to give select partners and clients access to real-time dashboards without compromising data security.
Q2
Results
Precision, Visibility, and Scalable Growth
SmartSuite provided Andex with a scalable digital backbone to support high-end custom operations. Each department now works off a unified job record, drastically reducing task duplication and cross-functional confusion.
Designers no longer manage physical job folders. Engineers can access pre-approved files in real time. Installers view job-specific layouts and submit field issues from their phones. Role-specific dashboards ensure clarity without overloading users with irrelevant data.
Service workflows are now structured, with previous jobs easily referenced for follow-up support. Leadership has greater visibility into production bottlenecks, design approvals, and field performance.
The rollout strategy focuses on long-term adoption, with incremental onboarding planned for 15–20 users across all functions. This measured approach ensures consistency, user comfort, and process integrity at scale.
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