How to Use Smartsheet as a CRM

Did you know that Smartsheet might be the only tool you need to better manage your customer relationships?

That’s right! Smartsheet is a powerful tool that brings together project management and CRM features to help you lead client interactions, sales processes, and team collaboration, all in one place. In today’s fast-paced business world, building strong relationships with your customers has become a necessity. A good CRM system can help you stay engaged with existing clients, draw in new ones, and deliver service that keeps people coming back. With so many tools out there, Smartsheet stands out for its flexibility, ease of use, and ability to adapt to your unique workflow.

Let’s explore in detail how you can use it to level up your CRM game.

What is a Smartsheet?

A versatile project management and collaboration tool is utilized by businesses and individuals similarly. It functions as an online spreadsheet where users can plan, track, and manage their tasks, data, and projects.  Smartsheet’s user-friendly yet powerful features make it simple to create, assign, and monitor tasks, set deadlines, and collaborate with your team in real time. It also offers automation tools, customizable templates, and seamless integration with popular third-party apps.

Whether you are looking to manage a small personal project or coordinate a large team, Smartsheet offers a flexible and effective solution to your requirements. 

Understanding Smartsheet’s Place in CRM

Smartsheet goes beyond the limitations of traditional CRM software. It’s a highly adaptable project management platform that can be customized to support a variety of business needs, including customer relationship management (CRM). With its flexibility and strong integration capabilities, Smartsheet improves your overall CRM strategy, helping you manage customer interactions more effectively and drive measurable results. 

How can Smartsheet be used as a CRM?

From organizing customer data to automating workflows, we will look into the key features and advantages of using Smartsheet as a CRM. Here are several ways in which Smartsheet can work as a powerful CRM tool for businesses of all sizes. 

1. Organizing Customer Data

Using Smartsheet as a CRM begins with properly organizing customer details. Here’s how to do it:

• Build a customer database: Begin by creating a new sheet in Smartsheet to centralize all customer-related data.
• Define your data layout: Decide which fields are crucial to track, like contact info, transaction history, and communication records.
• Enter customer information: Fill the sheet with up-to-date customer data, ensuring it’s both precise and comprehensive.
• Group customers: Segment your customer base based on key factors such as demographics, buying patterns, or engagement level.
• Keep data up-to-date: Preserve your database regularly to reflect the latest and most relevant information.

2. Tracking Customer Interactions

Observing how customers engage with your business is crucial for CRM success in Smartsheet. Here’s how to efficiently track interactions:

• Log all communications: Record each customer touchpoint, including calls, emails, meetings, and messages.
• Set tasks and reminders: Assign follow-up tasks to your team and use reminders to ensure timely responses.
• Monitor interaction channels: Keep track of all customer engagement points, including website visits, social media, support requests, etc.
• Collect and review feedback: Use surveys or review forms to gather insights and continuously improve customer experience.

A company effectively using Smartsheet for interaction tracking experienced improved satisfaction and higher sales. By logging and analyzing every customer interaction, they rapidly resolved issues and improved loyalty through more personalized engagement.

3. Automating Workflows

Workflow automation in Smartsheet enhances productivity and ensures consistent processes. Here’s how to automate efficiently:

• Spot repetitive tasks: Locate routine activities such as sending follow-ups or assigning tasks that can be automated.
• Use built-in automation tools: Set up notifications and alerts that trigger based on particular actions or modifications.
• Leverage Workflow Automation: Build custom workflows to simplify tasks and processes effectively.
• Test and improve workflows: Frequently review and refine your automations to ensure the best performance.

By automating these workflows, your team can emphasize higher-value activities and lessen manual errors.

4. Creating Custom Reports and Dashboards

Custom reports and dashboards in Smartsheet offer actionable insights for your sales and service teams. Here’s how to set them up:

• Identify key data points: Find out what metrics you want to track and analyze regularly.
• Customize your sheet fields: Add the required columns and fields in Smartsheet to seize this data.
• Build targeted reports: Use Smartsheet’s reporting tools to create focused reports with filters and sorting.
• Design visual dashboards: Include charts, graphs, and widgets for clear, visual data presentation.
• Share with your team: Distribute these dashboards with proper permissions to ensure everyone stays informed.

To maximize impact:

• Regularly review and refresh reports to maintain accuracy.
• Involve your team by inspiring feedback and collaboration.
• Automate and integrate where possible to streamline reporting.
• Continuously refine dashboards based on usage and feedback.

Ways to Set Up Smartsheet as a CRM

Smartsheet can serve as a powerful CRM to simplify your sales and customer management processes. This guide outlines key steps, from building a customer database to customizing reports and dashboards, to help you effectively manage relationships and enhance team collaboration using Smartsheet.

1. Create a Customer Database

Start by building a centralized customer database in Smartsheet:

• Define key data fields like contact info, purchase history, and communication records.
• Set up columns for every data type (e.g., Name, Email, Phone).
• Include customer data and use formatting to highlight key details.
• Keep the sheet frequently updated for accuracy.

2. Define Your Sales Process

Mapping your sales process in Smartsheet helps structure your CRM workflow:

• Outline key sales stages (e.g., lead gen, qualification, closing).
• Break stages into actionable milestones.
• Assign team members to every step with clear roles.
• Set deadlines and track milestone completion.

Tips for success

• Customize Smartsheet to fit your unique sales flow.
• Integrate with other tools to simplify data sync.
• Train your team for continuous usage.
• Continuously review and enhance the process.

3. Set Up Automated Workflows

Use Smartsheet automation to make efficiency better:

• Recognize key triggers (e.g., status change, date reached).
• Define what actions to take, like sending alerts or updating cells.
• Set up automation rules using Smartsheet’s built-in features.

Automation helps eradicate repetitive tasks and ensures smooth, consistent operations.

4. Customize Reports and Dashboards

Enhance visibility with personalized reports and dashboards:

• Select the metrics that matter most, like deal status, lead source, or sales rep activity.
• Add custom fields to attain specific data points.
• Use the report builder to filter and sort data.
• Visualize trends with charts and graphs.
• Build interactive dashboards to track performance in one place.

Custom reporting enables you to track CRM activities and support smarter, data-driven decisions.

Advantages of Using Smartsheet as a CRM

Smartsheet offers a flexible and powerful platform for managing customer relationships. From consolidating customer data to enabling real-time insights, here are the key benefits of using Smartsheet as a CRM:

1. Centralized Customer Data

Smartsheet lets you keep all customer details in one place:

• Build a complete customer database with key details.
• Standardize your data entry and sales processes.
• Use automation to keep data updated with less manual effort.
• Customize dashboards and reports for improved data visibility.

Tip: Keeping data up-to-date, training your team, and integrating with other tools can help enhance overall accuracy and usability.

2. Simplified Sales Process

Structure your sales pipeline for improved flow and clarity:

• Define each sales stage (lead, qualification, proposal, close).
• Assign team responsibilities for every phase.
• Automate follow-ups and status updates.
• Track progress using reports to spot delays or gaps.

Not only does this enhance team coordination, lessen delays, but it also improves overall sales performance.

3. Increased Efficiency

Smartsheet maximizes productivity using automation and collaboration:

• Eliminate manual tasks with automated workflows.
• Use shared sheets and comments for improved team communication.
• Set reminders to keep tasks on track.
• Standardize operations with templates.

Save time, reduce errors, and keep your team aligned with these features. 

4. Real-time Data and Insights

Access live updates to support quicker, data-driven decisions:

• Monitor sales activity and customer engagement in real time.
• Visualize data via custom dashboards and charts.
• Quickly respond to changes and customer requirements.

Pro tip: Frequently review your real-time data to explore trends and make proactive improvements.

Key Tips to Use Smartsheet as a CRM

When used strategically, Smartsheet can be a powerful CRM. Here are a few essential tips to optimize its use for managing customer relationships and enhancing sales workflows:

1. Train Your Team

Ensure your team comprehends how to use Smartsheet efficaciously:

• Offer training on Smartsheet’s CRM features.
• Share resources such as guides or video tutorials.
• Offer support and promote ongoing learning.
• Conduct regular refreshers and reward CRM proficiency.

2. Regularly Update and Maintain Data

Keep your CRM data precise and reliable:

• Set a regular schedule for updates.
• Review and verify customer details regularly.
• Track all engagements like calls, emails, and meetings.
• Clean up duplicates and fix inconsistencies.
• Train your team on data entry best practices.
• Use automation to lessen manual updates.

3. Use Integrations

Improve CRM functionality through integration of Smartsheet with other tools:

• Recognize integrations that align with your workflow (e.g., Google Workspace, Salesforce, Slack).
• Set up and sync data regularly to prevent manual duplication.
• Ensure integrations improve collaboration and efficiency.

4. Continuously Evaluate and Improve Processes

Refine your CRM strategy by:

• Evaluating processes regularly to find gaps.
• Collecting feedback from users and clients.
• Analyzing CRM data to spot trends and restrictions.
• Executing improvements and tracking their impact.

Final Thoughts

Smartsheet may not be a traditional CRM platform, but its flexibility, powerful features, and smooth integrations make it a powerful choice for managing customer relationships. By tailoring Smartsheet to fit your CRM strategy, you can centralize customer data, simplify sales workflows, automate repetitive tasks, and gain real-time insights, all in a collaborative, easy-to-use setting. This adaptability allows businesses of all sizes to create a CRM system that aligns with their exceptional processes and goals. 

What Veridian Solutions Can Do for You?

For businesses looking to explore and experience the full potential of Smartsheet as a CRM, Veridian Solutions can help. As a trusted Smartsheet consultants, we specializes in developing custom solutions that streamline complex workflows and align Smartsheet’s capabilities with your specific CRM strategy. With 20,000+ consulting hours and a detailed commitment to innovation, adaptability, and collaboration, Veridian strengthens teams to work smarter, quicker, and with greater confidence. Whether you’re just getting started or seeking to optimize an existing system, Veridian’s expert team brings the clarity, customization, and support required to make Smartsheet a powerful, user-friendly CRM that delivers real outcomes.