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Problem
Disconnected systems stalled cross-office coordination
Quality Counts (QC), a national transportation data collection firm, struggled with operational inefficiencies stemming from disconnected systems. Managing projects among 18 regional offices meant relying heavily on fragmented Excel files and Google Docs, with each office maintaining its own version of the “truth.” These tools couldn’t support real-time collaboration or status visibility, creating frustration, missed deadlines, and an overwhelming amount of redundant communication.
The decentralized process also introduced scheduling conflicts, especially around equipment use. Key workflows like technician scheduling, client communication, and proposal tracking suffered from unreliable data and lack of integration. As QC scaled its operations and expanded its services, it became clear their tech stack couldn’t keep up.
Q1
Solution
SmartSuite unifies QC’s operations and teams
QC turned to SmartSuite to unify and automate their core operational workflows. Erin Martineau led the initial setup, designing a shared project tracking system connected to a centralized client database. With customizable views and filtering by region or status, this new setup improved team autonomy without sacrificing oversight.
Mark Shields expanded the system’s utility with additional modules for compliance and proposal management, and began replacing brittle Google Sheet formulas with structured SmartSuite logic. While technician scheduling remains on a roadmap, SmartSuite’s workflow triggers, automations, and dashboards now drive the bulk of project execution.
SmartSuite also provided a scalable foundation for QC’s continued growth, offering a more reliable and future-proof platform without the burden of custom dev or maintenance.
Q2
Results
Centralized systems drive clarity and coordination
SmartSuite is now the operational command center for QC’s 18 regional offices and a growing number of national processes. Over a dozen spreadsheets were consolidated, reducing risk and increasing clarity across the organization. Automated handoffs and status-based notifications ensure no task gets lost, while the centralized database enhances collaboration among offices.
QC is planning continued improvements — including syncing SmartSuite with external systems and refining how it handles resource scheduling. Their team now spends less time chasing updates and more time optimizing their service delivery, with plans to scale further in the coming months.
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