Case Study: Smartsheet drives a 12% iCSAT boost and 60% efficiency gain with Level AI
Key results
The challenge
Smartsheet's support team relied on manual processes to analyze agent performance and customer data. They lacked quantifiable insights to identify at-risk accounts, understand customer frustration, and advocate for product improvements to leadership. Decisions were driven by anecdotes rather than data spanning Support, Professional Services, and Finance.
The solution
Smartsheet deployed Level AI's AutoQA to modernize quality checks, Voice of the Customer for team-specific dashboards, and AI Workers to analyze transcripts using natural-language queries. The tooling let the team replace busy work with targeted coaching and surface customer sentiment as measurable data.
“That's been the power of Level for us. It's no longer just debating. These are facts. These are customers' words.”
CFCorinne FlanaganSenior Manager of Enablement and Quality, Smartsheet
The results, in context
The internal customer satisfaction score climbed from 2.95 to 3.31, a 12% increase, over the February-to-July period. By swapping manual QA analysis for targeted coaching, the team improved contact center efficiency by 60% across two years, and leaders began relying on the dashboards for decisions.