Feelings to Facts: How Smartsheet Drove a 12% iCSAT Boost & 60% Efficiency with Level AI
The results
The Intelligent Work Platform That Needed Smarter Insights
Smartsheet is the intelligent work management platform that unites people, data, and AI. They help organizations turn strategic vision into actionable impact.
Corinne Flanagan, Senior Manager of Enablement and Quality for the technical support team, leads this effort with a simple but ambitious goal: to unify the customer experience across Support, Professional Services, and Finance.
Corinne needed a way to bring these teams together. She wanted to move beyond basic support tickets and create a holistic view of what customers were actually experiencing.
"Smartsheet is the intelligent work management platform that unites people, data and AI. We help turn strategic vision into actionable enterprise impact for our customers." - Corinne Flanagan, Senior Manager of Enablement and Quality
Too Many Feelings, Not Enough Facts
Before Level AI, the Smartsheet team relied on manual processes to analyze the agent performance and analyze their data, which was time-consuming. They also needed the right tools to record screens for both Windows and Mac users.
However, the bigger issue was the blind spots in their contact center. Corinne’s team couldn’t easily spot accounts at risk of leaving or clearly understand why customers were reaching out. Although agents wanted to help, they lacked the actionable insights necessary to improve their performance. Furthermore, measuring true customer satisfaction across their massive base remained a challenge.
When the support team met with product leaders, they often struggled to provide hard evidence of customer frustration. Product teams would ask for proof, but support could only offer anecdotes and feelings rather than quantifiable data to back up their claims. This lack of concrete evidence made it difficult to advocate for necessary product changes, turning strategic meetings into debates about opinions rather than discussions about facts.
"It used to be that we would get in a room and talk about how customers are feeling frustrated about X. And it was all feelings. We had so much data, but we didn't have anything quantifiable." - Corinne Flanagan, Senior Manager of Enablement and Quality
Turning Conversations into Actionable Fixes
Smartsheet originally considered Level AI for screen recording. They quickly realized the platform offered much more. Its ability to unify QA, insights, and agents through the entire Customer Journey became the turning point that sealed the deal.
They implemented Level AI’s AutoQA to modernize their quality checks. Instead of spending hours checking random tickets, the quality team now uses the system to analyze each agent’s performance and identify exactly which agents need help.
Using Voice of the Customers, Corinne’s team built specific views to help different teams. Product managers received a dashboard that mapped call topics to satisfaction trends, highlighting exactly which product areas were performing well and which were causing issues. Customer success managers gained a view focused on account health, tying sentiment directly to revenue and risk to help them prioritize high-value accounts immediately.
Additionally, Level AI Workers helped their team turn data into insights by asking questions in natural language. One story perfectly shows how this works. Smartsheet offers a service called Pro Desk, which allows customers to book coaching sessions. They updated the sign-up page and thought the launch went perfectly.
On the surface, the new design looked fine, but customers were not joining the session. Then Corinne’s team used Level AI workers to dig into the transcripts to find found that customers were missing their sessions. The analysis revealed the issue was a simple time zone confusion. Customers thought they were booking for the afternoon, but were booking for the middle of the night. Because they caught it so fast, the tech team fixed the display immediately.
"When we used the workers to dig into that, we realized that right away we were seeing an uptick in support cases... They were getting tripped up with the time zones. We were able to fix that before it became a real problem." - Corinne Flanagan, Senior Manager of Enablement and Quality
60% More Efficient and a Seat at the Executive Table
Level AI didn't just fix bugs; it transformed the business. The numbers tell a clear story of success. Between February and July, the overall internal customer satisfaction score climbed from 2.95 to 3.31.
The data also revealed some surprises. For instance, Governance is a top driver for support calls, yet these customers report high satisfaction with the help they receive. Training topics show similarly positive scores. On the other hand, the team identified clear areas for improvement. Categories such as Content Experience, FinCare, and Smartsheet Performance Issues showed lower scores, providing the team with a precise roadmap for where to focus their efforts.
The efficiency gains were just as impressive. With the AutoQA handling the QA analysis, the team was able to swap busy work for targeted coaching. This shift improved their efficiency by 60% in just two years.
Company leaders now rely on these insights, utilizing dashboards to track the health of their top 10 revenue accounts in real-time. Instead of debating feelings, the entire company now operates on facts.
