Optimizing Training Operations with Smartsheet for a CRM Leader
Turnberry partnered with a global CRM leader to enhance its Customer Experience training operations during a time of rapid growth and transformation. By designing a customized Smartsheet solution, we empowered the client with greater visibility, streamlined processes, and improved resource management.
Client challenge
Our client, a global CRM leader, faced growing complexity as its Customer Experience training team managed an expanding portfolio of employee and customer programs. Juggling 10–15 concurrent projects, it struggled with tracking timelines, managing resources, and providing executive reporting. To scale effectively and reduce the risk of burnout, it needed expert support to streamline operations and improve visibility.
Our solution
Turnberry collaborated closely with the client to implement a Smartsheet-based solution that delivered end-to-end control over training project management. We introduced resource management integration, standardized tracking templates, executive dashboards, and automated alerts to enable real-time insights. This scalable system empowered the client’s training team to manage complexity with confidence and precision.
Results
The client significantly reduced time-to-develop for training programs by streamlining workflows and improving coordination. Executive stakeholders gained real-time visibility into priorities, while improved resource allocation helped sustain team health and avoid burnout. The Smartsheet dashboards received strong positive feedback, positioning the client to lead its transformation and M&A initiatives with greater agility.
