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Empowering users with Smartsheet Forms or Apps

Hi community. I hope all are well. I have an idea which can be useful to many using Smartsheet. While this idea and use are for a particular use case, it can have vast potential and versatility for several applications.

Problem: Our current Smartsheet forms system lacks user control and transparency, leading to inefficiencies and customer dissatisfaction.

Impact: This lack of user control results in:

  • Increased workload for the help center: Users rely heavily on the help center for simple edits, cancellations, and status updates, consuming valuable time and resources.
  • Frustrated users: The inability to manage their own requests leads to frustration and a negative perception of our services.
  • Potential for unfulfilled or erroneous orders: Users may not cancel unwanted orders, leading to wasted resources and potential fulfillment errors.

Examples:

  • Order Edits: Users currently have no way to edit submitted order details, forcing them to contact the help center for even minor changes. This creates unnecessary back-and-forth communication.
  • Order Cancellations: The lack of a cancellation option results in users either contacting the help center or abandoning unwanted orders altogether, leading to confusion and potential resource waste.
  • Order Tracking: Users currently lack visibility into their order status and rely on the help center for updates. This generates a high volume of status inquiries, burdening the help center and causing frustration for users.

Solution: Empower users with self-service options within Smartsheet forms by:

  • Implementing Edit Functionality: Allow users to access and modify submitted form data within a defined timeframe.
  • Adding a Cancellation Option: Provide a clear and accessible way for users to cancel their requests directly.
  • Integrating Order Tracking: Offer users real-time visibility into their order status through a dedicated tracking portal or automated updates.

Benefits:

  • Reduced Help Center Burden: Empowering users will significantly decrease the volume of calls and emails related to edits, cancellations, and status inquiries, freeing up the help center to focus on more complex issues.
  • Improved User Experience: Providing users with control and transparency over their requests will lead to increased satisfaction and a more positive perception of our services.
  • Increased Efficiency and Accuracy: Self-service options minimize the risk of miscommunication and errors associated with manual handling of requests, leading to a more streamlined and accurate process.
  • Potential for Increased Orders: A user-friendly and transparent system can encourage more frequent use and potentially lead to an increase in orders.
  • Enhanced Brand Reputation: Empowering users demonstrates a commitment to customer satisfaction and can contribute to a positive brand image.

By empowering users with the ability to edit, cancel, and track their orders, we can provide greater transparency and control over their purchases. This enhanced visibility will lead to increased customer satisfaction, driving more requests and generating positive reviews.

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