Problem
Manual Workflows Stalling Outreach at Scale
As demand for its training and mental health support programs surged, this nonprofit found itself constrained by fragmented systems. With limited staff and over 750,000 annual service interactions, the organization had no room for inefficiencies.
Their existing setup—spread across ClickUp, email, and shared documents—couldn’t keep up. Intake forms, case notes, class enrollments, and follow-ups all required manual intervention. Automations were impossible. Team members lacked visibility into who was engaged and what needed action. Emails to students had to be sent manually for each step, slowing down an already stretched operation.
Q1
Solution
Forms, Automations, and Centralized Records
SmartSuite enabled the nonprofit to centralize its helpline, scholarship, and case management workflows into one platform. Using embedded forms on their website, incoming students and help requests were routed directly into structured SmartSuite records. From there, tailored automations were triggered based on form responses.
For their scholarship program, SmartSuite workflows automatically sent video orientations, tracked participant status, and generated follow-ups based on class type and student progress. SmartSuite’s email automation tools allowed staff to send personalized templates at scale—without leaving the platform.
The team built logic for multiple class types, enabling dynamic communication tailored to project management, AI, marketing, or cybersecurity cohorts. “I used to do lunch-and-learns every week—now I just send the SmartSuite video and hit approve,” said the Executive Director.
Q2
Result
High-Touch at Scale, Without Burnout
SmartSuite gave this small team the systems power of a much larger operation. With automated templates, conditional logic, and linked class records, staff now spend less time chasing emails and more time supporting students.
Class-specific templates automatically pull the correct material and scheduling info based on a student’s chosen track. Historical case data helps keep engagement timely, and centralized views help interns, volunteers, and full-time staff stay aligned.
Most importantly, SmartSuite’s automation gave the Executive Director breathing room. “We help people in poverty. We need to show up strong—and SmartSuite helps us do that without breaking down,” she shared.
Q3
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