Problem
Disjointed systems hindered service at scale
Latvia’s leading developer of industrial parks, builds, leases, and manages high-demand commercial properties at scale. But as operations expanded, so did the complexity of internal support. The company was handling over 1,000 support tickets per month across departments such as utilities and customer service—without a unified system to track, categorize, or relate recurring issues.
Similar problems reported by multiple clients, like surveillance camera outages, were treated as separate cases, creating unnecessary duplication and inefficiency. Existing spreadsheets and manual tracking tools couldn’t support the volume or complexity of requests. Departments worked in silos, ticket history was fragmented, and identifying root causes often required time-consuming backtracking and cross-team coordination.
To maintain service quality while scaling operations, they needed a centralized platform that could connect patterns, streamline resolution, and enable cohesive collaboration across teams.
Q1
Solution
Connected workflows replace fragmented support
Their Digital Systems Architect led the effort to build out their operational infrastructure in SmartSuite—deploying 48 distinct solutions spanning everything from utilities management to construction projects and customer support.
SmartSuite now powers:
- A centralized ticketing system for support issues across all industrial parks
- Linked record tracking, allowing teams to relate duplicate issues and build context over time
- Role-specific workspaces, giving teams visibility into just the records that matter to them
- Client history views, showing open and past issues for any given tenant or facility
- Operations dashboards, summarizing ticket volume, issue type, and resolution times per month
By structuring their record relationships and workflows, they eliminated the inefficiencies that came with fragmented communication and duplicative tracking.
“We built this to connect our operations—not just store data. Now our teams can actually work faster and smarter,” said their Digital Systems Architect.
Q2
Results
SmartSuite scales with rapid growth
Today, SmartSuite is the backbone of the company's operations across teams and departments.
- 100,000+ records structured and interlinked across 48 SmartSuite solutions
- 1,000+ monthly tickets handled with linked context and cross-department visibility
- 110 users onboarded and actively using tailored views and filtered records
- Real-time tracking of client issues, project progress, and infrastructure performance
Whether it’s tracking maintenance issues at an industrial park or onboarding a new tenant, SmartSuite has helped them streamline and scale with confidence.
“We’re growing fast. SmartSuite helped us centralize what used to be scattered across inboxes, spreadsheets, and shared folders,” said their Digital Systems Architect.
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