How Smartsheet Elevated Productiveness and Engagement
Smartsheet affords work administration options that assist people and groups develop into excessive achievers. Utilized by nonprofit organizations, small companies, and greater than 85% of Fortune 500 firms worldwide, Smartsheet helps its purchasers develop merchandise, run campaigns, and handle their work productively.
Maintaining with overflowing communication channels
Smartsheet is devoted to serving to its organizations drive productiveness and effectivity at scale. As champions of those values, Smartsheet’s Buyer Success group is on the frontlines, supporting purchasers via fixed communication with cross-functional colleagues and prospects alike. This fast-paced, high-touch surroundings requires clear, concise, {and professional} communication throughout e-mail, chat, and a number of different channels—all whereas sustaining the model’s excessive requirements for empathy and professionalism.
“Efficient communication is foundational to sturdy enterprise,” says Chris Dowse, Smartsheet’s SVP of Enterprise Worth. “While you’re concerned in a buyer interplay, you must consider issues like professionalism, empathy, and model consistency.”
Nonetheless, as buyer communications elevated in quantity, frequency, and urgency, assembly these requirements posed a major problem for the group. To satisfy their buyer’s wants, Smartsheet sought an answer that might enhance productiveness and deepen buyer engagement with out sacrificing high quality.
Investing in AI to empower Buyer Success groups
As Smartsheet sought higher instruments to handle their communication workload, the Buyer Success group particularly requested for Grammarly. Because the group accountable for serving to prospects maximize the platform’s worth, their capability to speak successfully and effectively was crucial they usually knew Grammarly was the appropriate device for the job. “Our workers are large followers—Grammarly is in that class of applied sciences wherein the person profit means one thing to them,” Dowse mentioned.
Grammarly’s AI writing help integrates into the instruments that Dowse’s Success group makes use of every day, empowering them to craft efficient inner and exterior communications with velocity and confidence.
“If I’ve acquired 20 buyer emails to ship, it’s not practically as daunting a job realizing that I can try this sooner and with prime quality and confidence as a result of I’ve Grammarly,” mentioned Brian Bolduc, Senior Strategic Buyer Success Supervisor at Smartsheet.
Bolduc and his colleagues additionally depend on Grammarly’s real-time, in-line writing recommendations to make sure all messages are clear, concise, and aligned with Smartsheet’s tone and elegance—even in fast-paced channels like Slack. “If I’ve acquired an necessary query from a buyer, I can ship it to a cross-functional group in Slack,” Bolduc mentioned. “Grammarly ensures that the query is written in order that it’s simply understood, and that makes it straightforward for somebody on one other group to reply.”
The group additionally leverages Grammarly’s generative AI to speed up productiveness by streamlining time-consuming duties, comparable to drafting agendas for normal conferences. With these instruments, Smartsheet’s Buyer Success group is empowered to ship distinctive customer support whereas staying productive underneath rising calls for.
Saving time, lowering prices, and driving 283% ROI
Smartsheet frequently assesses the worth of its expertise investments, and Grammarly Enterprise has confirmed to ship distinctive outcomes. A current evaluation discovered that the mixture of Grammarly’s in-line writing help and AI prompts saves Smartsheet’s workers roughly 1,600 hours anually—time that’s reinvested in higher-value, revenue-generating actions.
However the worth goes far past effectivity. “You get a lot greater than enhancing sentence construction and grammar,” Bolduc mentioned. “Grammarly considers the aim behind what you’re writing in order that the ultimate product matches your intent.”
What’s extra, adopting Grammarly allowed the corporate to sundown one other platform beforehand used for company type information compliance. The mixture of serious time financial savings and diminished software program prices resulted in 283% ROI on Smartsheet’s use of Grammarly.
Dowse additionally highlighted broader qualitative advantages. “It’s not simply that persons are capable of get property out to the broader group extra shortly,” he mentioned. “There’s additionally a advantage of avoiding model threat or non-compliance with buyer contracts.”
As the amount of enterprise communications—and the channels used to share them—grows, Smartsheet is planning to broaden Grammarly throughout the group. “As a communication platform, Grammarly helps minimize via all of the noise and be simpler,” mentioned Dowse. “There’s energy in that.”
Concerned about how Grammarly will help your group elevate their productiveness and see higher buyer engagement? Contact us to be taught extra.
