Case Study: SailPoint builds trust and wins new enterprise identity governance customers with Smartsheet

SailPoint builds trust and wins new enterprise identity governance customers

SailPoint, a leader in identity governance, needed a reliable way to manage 24/7 help-desk staffing and document every step of customer support while integrating with Slack and Zendesk. Prior reliance on emailed spreadsheets caused version control issues, scheduling errors, and an administrative bottleneck that led to misassigned tickets and inconsistent processes.

By deploying Smartsheet for centralized status sheets, mobile forms, dashboards, and an API-driven Slack integration, SailPoint made staff availability transparent and automated status updates into its support workflow. The change cut a typical year‑end setup from three weeks to 15 minutes, shortened ticket resolution by about a day, sped procurement approval to three weeks, freed admins for strategic work, and helped maintain high customer satisfaction and win new enterprise business.

SailPoint

Igal Dar

Technologies and Operations Manager