How Marketo Helps Customers Win at Scale With Smartsheet
Marketo University adopted Smartsheet to minimize time spent on operational tasks, improving response time in assisting both external and internal customers.
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Based in Indianapolis, the Roche Diagnostics Implementation Program office serves the needs of a diverse and expansive customer base in North America. The team realized that in order to best serve their customers, which range from personal physicians to large national laboratories, research institutions and academic centers, they needed to address rapid changes in technology, customer expectations, and economic pressures. Their customers deserve transparency with regard to everything related to diagnostic testing — and they want results and consolidated real-time information delivered more rapidly.  ​
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Professional services powerhouse FGMK had a problem: Dated processes and legacy tools were distracting the team from the work they do best— first-class client service.

With over 1,000 audit and financial statement reporting engagements in a year, and tens of thousands of information requests, FGMK was looking for a better way to handle communications and manage administrative requests related to these often manual processes done in a spreadsheet, word document, or an email thread. After running into accountability issues and versioning headaches, the team at FGMK knew there had to be a better way.

“We found that teams were spending a lot of time on the administrative part of an audit versus doing the actual client service, doing the actual value-added component that is why they're in the field,” says Michael Fernandez, Director of Quality Control at FGMK.

They needed a solution to help free up their employees from this manual, administrative burden by helping to streamline document intake and decrease the back and forth of email conversations. "We just needed to improve our data flow. We needed to improve our collaboration. We needed to improve our communication; internally and externally," says Fernandez.
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Creating IT Futures — a Chicago-based nonprofit and the workforce charity of respected IT trade association CompTIA — prepares people from underrepresented communities for IT careers. Despite the successes of their training programs, inefficient, error-prone processes with their online training and certification exam voucher programs created a significant administrative burden for staff, students, and education partners.

Without a solution, manual tasks and data issues would continue to divert staff time and attention away from what was most important—supporting CITF’s students and alumni.
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