Problem
Disconnected Workflows in a Growing Credit Union
A member-owned credit union with a long-standing commitment to community-focused financial services encountered growing challenges in streamlining internal operations to keep pace with increasing service demands. Behind the scenes, the organization was struggling with persistent inefficiencies in project and task management—largely due to the limitations of its existing platform, Adobe Workfront.
Initially implemented to serve both as a project management office (PMO) tool and help desk system, the platform became a bottleneck following Adobe’s acquisition. Teams found it clunky and poorly suited to the needs of enterprise and IT project workflows, describing it as more appropriate for marketing teams than for technical or operational use.
Project management practices became fragmented, with individual departments maintaining separate task lists and workflows. This lack of alignment led to synchronization issues, inconsistent resource tracking, and delays. The platform’s absence of relational database capabilities further limited the ability to create scalable automations or generate cohesive reports.
Ultimately, more time was spent troubleshooting and configuring the tool than using it to drive meaningful outcomes. These challenges prompted leadership to seek a more intuitive and flexible solution—one that could support cross-functional collaboration, adapt to technical needs, and scale alongside the credit union’s continued growth.
Q1
Solution
Unified Projects, Native Power
In mid-Q2, the member-owned credit union began implementing SmartSuite, completing the full migration by October. The team took a structured approach to the transition, centralizing project and task data from five different technology departments into unified SmartSuite solutions.
This effort included the development of custom automations to standardize task status fields, synchronize tables, and automate close dates—all achieved using SmartSuite’s native capabilities, without relying on external tools or APIs.
The solutions developer noted the advantages of SmartSuite’s relational database structure, which streamlined data linking and solution development across teams. A SmartSuite implementation specialist supported the rollout by guiding field mapping and structure consolidation across multiple task tables, ensuring the credit union could recreate essential workflows while aligning with the platform’s roadmap and upcoming features, such as the new resource scheduling view.
Q2
Result
Project Clarity with a Governance Fit
Switching to SmartSuite delivered immediate and measurable benefits for the member-owned credit union. The organization reported a $40,000 annual cost saving by replacing Workfront with SmartSuite. Beyond the financial impact, the team experienced significant improvements in visibility and workload planning.
SmartSuite’s centralized dashboards—paired with the upcoming resource management view—enabled PMO leads to quickly assess team capacity and forecast project demand across departments.
“We want to know who is overburdened or has the bandwidth for a new initiative. SmartSuite finally gives us that visibility,” said the senior project manager.
With the new system in place, teams are now equipped to manage projects more efficiently, report on cross-functional resourcing, and minimize manual effort. Most importantly, they’re doing so within a platform that supports both organizational growth and governance requirements.
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