Wolters Kluwer experiences improved employee efficiency, productivity, and faster issue resolution with a Smartsheet Technical Account Manager

Wolters Kluwer is a global leader in information, software, and services for professionals in industries including healthcare, tax and accounting, financial services, and corporate compliance. The company’s Financial Services Solutions division offers specific solutions for governance, risk, and compliance, serving more than 10,000 U.S. banks and credit unions.

For several years, Wolters Kluwer Financial Services Solutions has used Smartsheet to manage thousands of software implementations and test projects for financial customers. As Smartsheet continued to innovate with new features and capabilities, the services and solutions team at Wolters Kluwer sought a dedicated Smartsheet expert, a Technical Account Manager (TAM), to ensure they fully leveraged the latest product innovations by actively integrating them into their Smartsheet solutions.

“We are constantly trying to improve how we track projects so we can be more efficient and consistent,” says Lori Cross, project manager at Wolters Kluwer Financial Services Solutions. “We can achieve that because our Smartsheet TAM deeply understands our Smartsheet solution and how we use it to meet our business needs.” She also referred to the introduction of DataTable, during which their TAM helped them implement it to streamline their financial tracer upload process.

Accelerated learning curve

Each month, Cross and four colleagues meet with their Technical Account Manager (TAM) to strategize on Wolters Kluwer’s goals for Smartsheet and receive training on advanced features. “When we first started working with our TAM, he helped me learn how to use filters and calculations, and we’ve since moved to the next level in terms of technical capabilities,” says Cross. “For example, my TAM helped me understand Bridge by Smartsheet, WorkApps, and even Smartsheet’s AI enhancements, finding ways to use those new features that I would have never thought of on my own.” Most importantly, Cross’s TAM empowered her team to be fearless in how they use Smartsheet, expanding their capabilities and knowledge. “They’ve really made me and my colleagues feel a lot more confident about our ability to fix things when they're not working.”

Seamless issue resolution

When Cross or her colleagues encounter technical problems, their TAM is just a quick video call or email away. “We have a hotline to our TAM if something’s not working right,” Cross says. “Recently, I didn’t have access to a feature, and I was concerned because I use it all the time. I emailed our TAM, and even though he was away on a client visit, he found someone to email me back right away to resolve the issue. That’s a huge benefit.”

Guidance on security and governance best practices

Very early in the TAM partnership, Cross and her entire team received training on security and governance controls in Smartsheet. Cross recalls asking their TAM questions such as, “How do I manage access in Smartsheet? Why do people really need licenses?” Their TAM not only walked them through the fundamentals of Smartsheet’s governance control capabilities but also guided them on how to best implement these practices in their solutions. From there, their TAM continued to enhance their security practices by helping Cross and her team utilize Groups, Admin Center security settings, and access monitoring functionalities.

Advise on technology strategy

For Cross and her team, TAMs bring a deep understanding of Wolters Kluwer’s business. “In addition to our regular meetings, we communicate with our TAM about what we want to achieve, our goals, and how to best reach them using Smartsheet,” says Cross. For instance, Cross and her TAM recently collaborated to build new financial trackers for Wolters Kluwer. “He helped us set the initial goal, and as the deadlines approached, we built out the requirements and set it up as a project in Smartsheet,” she says. “That’s an example of how he understands our business and knows where we want to go, which we couldn’t do formally before. This really is a true business partnership.”

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