Swinburne Edge transformed its operations with Smartsheet, streamlining workflows and enhancing collaboration

Swinburne Edge, part of Swinburne University of Technology in Australia, offers professional development courses, workforce training, and customised learning solutions for businesses. Anoush Hovivyan, Operations Manager at Swinburne Edge, is in charge of the customer experience. “We are very passionate about lifelong learning. We want our students to continually develop their skills and grow in their professional roles,” she shares. To that end, Swinburne Edge is determined to continuously improve its processes and foster a culture of innovation. 

“Staying up to date with the latest trends and technologies is essential, as operations directly impact both our students and clients,” says Hovivyan.

Teams with untapped collaboration potential, leveraging automation to streamline manual processes

True to this spirit, Swinburne Edge aimed to unite its siloed teams. “Back in 2019, each project manager handled their clients independently. When someone was away, it was difficult for others to step in because everyone was using different approaches,” notes Hovivyan. 

The education provider also needed to streamline its manual processes. “Program coordinators relied on simple spreadsheets to track activities in the office,” she adds. As more employees began working remotely, keeping everyone in the loop via email became increasingly challenging.

Hovivyan had already used Smartsheet in a previous role, so she suggested introducing it to automate processes, bring scalability, and improve workflows. Beyond focusing on outcomes, she aims to ensure full team engagement. 

As a leader, Hovivyan understood the importance of involving the entire team in the implementation process to address concerns and motivate adoption. Some employees were initially hesitant to use an unfamiliar solution—for example, they were uncertain whether automated notifications would be reliably delivered, finding difficulty in trusting processes they couldn’t see.

Trial run

To ease the team into the new system, Swinburne Edge introduced Smartsheet gradually, starting with a project to manage the contingent workforce's yearly calendar. Previously, the team tracked the status of around 4,000 yearly workshops with spreadsheets—covering everything from invoicing to schedules. Reconciling the data at the end of the year was challenging.

With Smartsheet, Hovivyan automated the entire process. After four months of working on the project, the team saw the value of automatic reminders and dashboards. This shift demonstrated the efficiency gains possible with Smartsheet,  Edge staff began creating their own sheets and exploring Smartsheet’s potential. “Team members who were initially hesitant have now become enthusiastic advocates, frequently asking how they can leverage it further in their roles.”

Building custom solutions

Following the successful trial, Swinburne Edge implemented Smartsheet across its operations automating a range of processes. With support from its partner Atturra, the team developed dashboards where clients can view the learning progress of their employees in real time. Meanwhile, students could request information through Smartsheet forms and receive faster responses.

Smartsheet has also made information more accessible. “Real-time visibility has been the most surprising achievement,” shares Hovivyan. “The dashboards and reports have provided us with updates on project statuses and workloads. This transparency has been crucial for both our team and our clients, making everyone more accountable and informed.”

A more collaborative, responsive team

With everything centralised, Swinburne Edge has achieved its initial goal: improved collaboration across its project  team. “We have enhanced collaboration with Smartsheet. Everyone is sharing resources and working as a cohesive unit. By making everything more transparent, Smartsheet has helped unify the team,” adds Hovivyan.

This visibility has also improved communication - not just within the team but also with clients and students. “When students request assignment extensions, Smartsheet automation enables us to respond within 24 hours, reducing their stress and easing deadline pressures," explains Hovivyan.

Saving time through innovation

With more transparency, Swinburne Edge staff and customers also save valuable hours. 

"With real-time dashboards, clients access up-to-date information independently, reducing the need for frequent meetings. Additionally, automated emails replace manual communication, streamlining our workflow, automation has eliminated numerous manual tasks, saving approximately 40% of our time in a single area. Tasks that once required two coordinators now require just 1.2, allowing staff to focus on strategic initiatives and professional growth,” shares Hovivyan.

For Hovivyan, the Smartsheet adoption journey has been the perfect example of Swinburne Edge’s commitment to innovation. “Smartsheet has been transformative. Embracing the latest technology has enabled us to deliver significant benefits to both our students and the organisation” she notes. “It’s been a privilege to witness how much we’ve achieved using Smartsheet.”

Continuous improvement

Looking back, Hovivyan believes that both Smartsheet and Atturra have been instrumental in making the transition a success. “They’ve both provided exceptional support, helping us implement Smartsheet more deeply within Swinburne Edge. They’ve been responsive, available, and have given us tailored training to fit our needs,” Hovivyan notes.

With help from their partners, Swinburne Edge is taking Smartsheet to the next level. The education provider recently started using Dynamic View and Data Shuttle to provide timely, contextual information, enabling teaching and non-teaching staff to see information that’s relevant to them. “Dynamic View has the potential to enhance transparency and organisation significantly, enabling our contingent workforce to track their assignments in real time ”Hovivyan shares. “Edge is also exploring the use of WorkApps and artificial intelligence (AI) tools. Our work with Swinburne further demonstrates the value Smartsheet creates across the organisation. Atturra and Smartsheet empowered Anoush and her team to deliver high-value work, at speed.

Steady growth

As Swinburne Edge continues to grow, it relies on the flexibility and scalability that Smartsheet provides. “As we expand, we need a system that scales with us. Smartsheet’s adaptability simplifies onboarding and ensures seamless project management” adds Hovivyan.

As a leader who likes to lead by example, Hovivyan is thrilled to see that Smartsheet is getting traction across the entire university. 

“We’re demonstrating Smartsheet’s benefits to other teams, empowering them to develop their own solutions. As adoption increases, I believe it will enhance cross-departmental collaboration, aligning with Swinburne’s vision for a more unified approach”.