Case Study: Hyland cuts 20–30 hours per month from web request process and gains real‑time visibility with Smartsheet

Hyland cuts dozens of hours from website request process while capturing data to power ongoing improvement

Hyland, a large enterprise software company, needed to keep its public-facing websites and resources in top form but was hampered by a fragmented request process—multiple forms, ad-hoc emails and a poorly used Trello board—leading to slow turnarounds, manual prioritization and virtually no visibility into the team’s workload or trends.

By consolidating requests into a single Smartsheet form and using roughly 30 automations, Card View, dashboards and an approval workflow, Hyland eliminated most email back-and-forth and automated status updates and archiving. The result: a 63% improvement in process efficiency, about 20–30 hours saved per month, faster turnarounds (often within a day), support coverage 24/5, and new reporting (e.g., 70 open requests, 66% content updates) that fuels ongoing improvements.

Hyland

Jacob Huston-Lowery

Web Operations