As an implementation specialist at Merkle Response Management Group (RMG), one of the nation's largest direct-response processing and fulfillment companies, I work to assist my team with everything they need to get our clients set up for success.

My team works across a variety of projects on everything from helping a brand-new nonprofit client with their donation processing workflow to helping existing clients add in contact center services. Some of our services can take more than 12 weeks to implement, and it's my job to make sure they have the visibility and accountability to stay on track and run smoothly.

This work is very similar to a puzzle, except instead of having the box lid to look at for a view of the finished product, we have a bunch of pieces scattered about that we have to put together with only an idea of what the big picture should look like. It is very challenging and fast-paced here, but that's the way we like it!

We began using Smartsheet to help improve visibility and communications across our Account Management and Implementation Teams, but more than that, to improve how we work with our clients.

Before we started using Smartsheet, we were facing issues with version-control and did most of our work in spreadsheets. There is difficulty when you're trying to manage multiple projects in that way, while actually providing leadership of the organization with transparency into what is going on.