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Problem
Unifying Operations Across Diverse Divisions
Office Express, a multi-division provider of office supplies, furniture, and print services, faced growing operational complexity while supporting businesses with fast delivery and personalized service. Operating across three distinct business lines—each with its own ERP and unique workflows—the company repeatedly struggled to implement a CRM flexible enough to support all departments.
Previous systems were either too rigid, poorly adopted by staff, or unable to accommodate the complex, fast-evolving needs of its growing furniture division. Daily operations remained email-heavy and siloed, with limited workflow visibility and no centralized system to manage customer data. This fragmentation became a liability as the company scaled.
Attempts to implement platforms like ClickUp and Airtable fell short, unable to support cross-functional collaboration or department-specific requirements. Teams were burdened with manual prioritization, and without a structured way to turn ideas into actionable projects, operational efficiency and scalability suffered.
Q1
Solution
From CRM Fix to Full Operational Platform
SmartSuite was initially adopted to solve CRM shortcomings—but its impact rapidly expanded. Office Express created a unified CRM that staff actually enjoyed using, marking the first time a system gained full team adoption. The user-friendly interface, paired with customizable workflows, proved essential for the complex and dynamic nature of the business.
Beyond CRM, the team rebuilt core operational processes—especially in the furniture division—within SmartSuite. By integrating with existing ERPs like Prima and using automation tools like N8N, Office Express eliminated operational silos and began centralizing key workflows. The platform’s flexibility allowed the team to scale solutions organically and phase out scattered tools.
Q2
Results
Centralized Systems for Smarter Execution
SmartSuite became the operational foundation for Office Express, touching all three business units. Over 20 internal solutions were rebuilt in the platform, ranging from customer management to project tracking and cross-departmental workflows. The CRM's success with the sales team marked a critical milestone in adoption.
Data from print and supplies divisions was integrated where needed, creating a clearer, more reliable picture of customer interactions. The team also established integrations with their ERP to streamline master data synchronization. By removing tool fragmentation and introducing automation, Office Express saved time, reduced complexity, and enabled better strategic execution.
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