Looking for Guidance on Conducting My First Smartsheet User True‑Up

Question

Hello,

I am preparing for my first  rue‑up under the User Subscription Model, and I would appreciate insights from those who have already been through this process.

A few questions for the group:

* Do you typically send communications to users whose accounts will be converted to Viewers or have their license status changed?
* What has your experience been overall?
* How did your users react to the change?
* Is there anything I should prepare for or brace myself for in terms of volume, pushback, or confusion?😬

Any lessons learned or tips would be incredibly helpful as I put this process in place for the first time.

Thank you in advance for your guidance.

Monica · Answer

Thank you for your feedback.  Our review period ends this month and I have already received a few requests for updates. I hope many won't notice, but we will see…

Monica · Answer

Thank you.

Adrien Leduc · Answer

I thought someone else with more experience on this would answer but I guess not so here goes.

It sounds like you're experienced already, maybe more than me so I'll talk about my experience with true-up and you can take from it what you like.

In my organisatio we don't like to pay extra so we asked for a number of licences based on what we thought we would need in the year and we never had to increase that number.

That means we had already users based on their role who would have a licence and those who would not, and we had criterias for this. There was some floating licences, so we set up a form to ask for a temporary licence, withe reminders and extensions options.

So we had to explain that to some people that we downgraded, yes to your first question, but that wasn't a massive amount of people in our case.

It was a little bit harder with external teams as some internal users kept adding them with editing rights so I had to downdgrade them several time and explain how to share and work with them going forward. They can still edit, it's just that with externals you have to downgrade them and readd them because the admin is a little messy with that.

Anyway, it works and eventually everyone got used to it pretty easily. In my case a most people didn't even realise the change. From my point of view as an admin it's a terrible system obviously as this requires admin work fo follow up licences when before I was the one choosing who to invite. It feels like a cashgrab that takes advantage of your inattention.