Problem
Manual workflows slowed panel support and visibility
A media anaytics company encountered operational challenges while expanding its audience panel to over 8,000 households nationwide. The company deploys proprietary, Roku-style hardware in homes to collect detailed viewing data across various devices. Although the technical aspects of data collection were streamlined, internal operations—particularly tracking issues reported by panelists—relied heavily on fragmented workflows and manual communication. Teams coordinated across the U.S. and Mexico City using Slack and email, leading to delays and inefficiencies. Issue reporting from panelists lacked a formal intake process, often resulting in missed or delayed responses. Additionally, project and process visibility for executive stakeholders was minimal, as key updates were buried in spreadsheets.
Q1
Solution
SmartSuite streamlines support and stakeholder visibility
A media analytics company leveraged SmartSuite's unified, no-code platform to streamline internal processes, particularly focusing on ticketing and communication workflows.
Participant Issue Intake and Ticket Routing: Utilizing SmartSuite's form feature, participants could report issues directly, automatically generating records enriched with relevant context. SmartSuite's automation tools then routed these tickets to appropriate teams or created Jira issues when necessary, ensuring prompt attention to critical device or connectivity failures.
Process Transparency and Reporting: Operational workflows previously managed through spreadsheets were migrated to SmartSuite apps, offering structured views for project tracking and status updates. The platform's flexible view types and field-level permissions allowed for customized dashboards tailored to stakeholders' needs, enhancing visibility without overwhelming them with data.
Additionally, SmartSuite's integration capabilities via Make.com and native webhooks facilitated seamless data bridging between Jira, QuickBooks, and SmartSuite, effectively eliminating process silos and enhancing operational efficiency.
Q2
Results
Structured systems boost efficiency and panelist care
The company quickly streamlined its operations with SmartSuite. What was once a patchwork of Slack messages and spreadsheets evolved into a structured, scalable system that enabled collaboration across distributed teams. Staff now submit issues through a formal SmartSuite form, reducing delays and improving resolution times. Internal teams have gained real-time visibility into ticket statuses and shifting operational priorities.
SmartSuite’s CRM and ticketing modules now serve as the single source of truth for operations. Its integration with Jira ensures technical issues are automatically routed to the development team. As a result, user experience has improved, and executive stakeholders now rely on real-time dashboards to track team performance and hardware health.
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