The Problem
From Tool Chaos to Operational Cohesion
A local US GovTech provider, faced operational strain from a patchwork of disjointed tools that hindered efficiency and scalability. Client onboarding and delivery workflows were managed across platforms like Trello and Keep, creating silos that left teams overworked and disconnected. There was no clear, centralized view of project stages or deliverables, and coordinating timelines across teams was chaotic.
“We were using multiple platforms just to get one client through their lifecycle,” shared the Chief Operating Officer. “It was overwhelming — updates would slip, communication was fragmented, and team visibility was minimal.”
Even basic delivery tracking lacked automation. Deadlines lived in notes or external documents, making calendar views and real-time updates impossible without manual intervention. “It felt like we were constantly chasing information,” the Chief Techology Officer recalled, “especially when our fulfillment team needed accurate, timely insights.”
Q1
The Solution
Building a Unified Engine for Delivery
SmartSuite became GovTech provider's all-in-one command center. Two key individuals from the government services provider's collaborated directly with SmartSuite’s Emma Montgomery to build out a fully customized solution that unified client management, task dependencies, financial tracking, and customer-facing portals.
Key modules included:
- Clients & Projects: Central grid and Kanban boards to track every stage of delivery.
- Tasks with Dependencies: Automations trigger stage transitions and calendar deadlines.
- Permissions & Views: Fulfillment team received streamlined, secure views—hiding financials, while surfacing only relevant data.
“Emma showed us how to create custom calendar views per client and use automation to populate delivery deadlines,” said the Chief of Operations Officer. “We even set up a second SmartSuite solution as a customer portal, linking only the relevant records.”
Emma also introduced Make to another employee from theGovTech provider to manage external integrations, like auto-creating records from Calendly form fills. With APIs and Make, they connected booking systems and CRM flows seamlessly.
Q2
The Result
Clarity, Consistency, and Room to Scale
With SmartSuite, the GovTech Provider has transformed its operational model:
- One system for all teams: From intake to fulfillment, every team works in the same platform.
- Automated timelines: No more manual date entry—custom workflows now calculate and track deliverables automatically.
- Client dashboards: Each client has a secure portal with tailored visibility into timelines, files, and updates.
“SmartSuite took our cluttered toolstack and gave us clarity,” said the Chief of Technology. “It’s powerful and intuitive—and now, we’re actually excited to scale.”
The Chief of Operations Officer added, “Our fulfillment team can now focus on delivery, not digging through tools. Every project has a clear roadmap.”
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