Case Study: Merkle Response Management Group achieves streamlined operations and team-wide Smartsheet certification with Smartsheet

Merkle RMG Takes Innovation to New Levels with Smartsheet Certification

Merkle Response Management Group (RMG), a direct-response processing and fulfillment firm managing over 200 clients, was hampered by version-control issues and a heavy reliance on spreadsheets that limited visibility and team efficiency. When Jann Schultz joined as VP of Client Services she sought a cohesive platform to streamline processes and improve communication across account management and new client implementation teams.

Schultz implemented Smartsheet, completed the five Center of Excellence modules herself, tied those modules to performance goals, ran a kickoff with incentives, and formed an internal “Council of Champions” to provide training and office hours. As a result, all 25 team members completed the baseline modules and 15 became Smartsheet certified; teams migrated from Excel to standardized Smartsheet project plans and client dashboards, boosting visibility, onboarding, consistency, and a culture of innovation.

Merkle Response Management Group

Jann Schultz

Vice President of Client Services