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Problem
Disconnected workflows create service delivery bottlenecks
An international consulting firm specializing in ERP, CRM, and PSA implementations, faced increasing internal friction while scaling its service delivery across global teams. Despite their deep expertise in digital transformation, the team was still relying on spreadsheets to manage critical project elements like client requirements and sign-offs.
After years of attempts to replace these legacy processes, tools like Smartsheet and Jira still couldn’t produce the structured, client-facing deliverables their methodology required. This lack of a centralized, purpose-built system introduced risk, slowed execution, and limited scalability.
Teams were missing a unified source of truth to manage the full lifecycle of client engagements—from gathering requirements to tracking delivery milestones. As the firms service offerings matured and client expectations increased, the need for a more integrated and scalable platform became mission-critical.
Q1
Solution
Driving efficiency with automated project delivery
SmartSuite emerged as a natural fit, discovered through a client already using it successfully. They began by prototyping internal use cases for requirements tracking, leveraging SmartSuite's flexibility and modular templates.
The team implemented SmartSuite across three internal workflows:
- Client Requirements Tracking: Transitioning from spreadsheets to structured requirements captured in relational tables with automated sign-off workflows.
- Project Delivery Engine: Building templatized solutions for recurring project types, complete with automations to clone baseline requirements and tasks.
- Internal Boards: Migrating task management and tracking away from manual systems.
Their CEO shared, “It was an instant fit. We realized this could be the glue layer for our entire consulting engine.” The SmartSuite platform allowed them to move fast while ensuring governance, automations, and API integrations tied seamlessly into their existing PSA systems.
Q2
Results
Building scalable operations with SmartSuite as the foundation
They transitioned SmartSuite from a niche tool to a core operating system across internal and client-facing workstreams. The firm replaced three internal tools and eliminated the use of static spreadsheets for tracking requirements—an issue they had tried and failed to resolve for six years.
By structuring their SmartSuite implementation around reusable templates, the team established scalable processes for requirement gathering, stakeholder sign-off, and action tracking. The end result is a solution that supports delivery consistency across dozens of client engagements.
Most critically, SmartSuite now powers the implementation backbone for Big Bang's client work—without competing with their PSA. Their Consulting Lead noted, “We're not replacing our PSA. We’re filling the structured information layer that was missing from our service delivery stack.”
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