Problem
Manual Systems in a High-Stakes Environment
A fast-growing sourcing advisory and IT excellence consulting firm, faced complexity in managing both its internal projects and external service catalogs used in large-scale IT outsourcing transactions. The firm was handling detailed contract documentation, resource planning, and benchmarking workflows manually, often relying on static tools like Word and Excel.
Their goal was to digitize and streamline operations—especially service catalog design, project execution, and external provider collaboration—without compromising security or flexibility. As part of their advisory work, the firm interacts with some of the world’s largest IT service providers, including Accenture and TCS. These providers require highly secure environments to submit proprietary service data during RFPs, and clients demand multi-language and high-compliance support.
Manual processes led to inefficiencies, data duplication, and an inability to scale workflows effectively. The existing tooling lacked the configurability needed to support multiple workspaces, secure data partitioning, and dynamic reporting.
Q1
Solution
SmartSuite as a Secure Operating Backbone
The firm adopted SmartSuite as the backbone for both its internal operations and external-facing service modeling. They developed two main solutions: a Service Design solution for modeling IT offerings, SLAs, and catalog structures, and a Project Management solution to oversee resourcing, tasks, and utilization.
SmartSuite’s database-style tables, linked records, and SmartDocs allowed the team to create structured workflows for services like virtual servers, incident resolution timelines, and pricing models. Each component of the outsourcing agreement was modeled across 11+ interconnected tables.
They also introduced automations, views, and permissions tailored to user roles—particularly for project managers and resource planners. The internal rollout included structured user training and solution walkthroughs to drive adoption across departments.
To enable secure collaboration with clients and service providers, the firm is preparing to deploy user-specific data access through workspace-specific solutions.
Q2
Result
Enterprise-Grade Delivery, Digitized and Scalable
The firm has successfully digitized its sourcing advisory workflows, from service catalog design to project staffing, using SmartSuite as the core platform. Internally, the Project Management solution replaced legacy tools, introduced real-time visibility, and improved budget tracking, resource allocation, and task execution. Externally, their Service Design solution became a competitive differentiator in outsourcing RFPs—standardizing how services are described and enabling faster provider response cycles.
SmartSuite's role expanded beyond basic data entry—it now powers their document automation system, where SmartSuite data feeds into professionally rendered Word and Excel templates via an Azure-based engine. This enables the rapid generation of contracts, SLAs, and benchmarking reports for enterprise clients.
The shift also opened new business opportunities. The firm now plans to expose SmartSuite-powered portals to global clients and service providers, further embedding the platform in large-scale outsourcing engagements. Strategic discussions are underway to support SmartSuite's product roadmap with advanced features such as multilingual fields, enhanced solution copy behavior, and record locking for collaborative editing.
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