How Smartsheet removed 150K customers from spreadsheets and exceeded its cash goal by $14M
Smartsheet's Financial Care Group replaced manual spreadsheet tracking with Tesorio's automated dunning and customer-centric collections, scaling AR without adding headcount.
Customers Off Spreadsheets
Cash Goal Exceeded
Time in One System
The Challenge
What they were facing
Smartsheet's Financial Care Group managed an AR portfolio of more than 150,000 customers. Director of Financial Operations Wade Moss needed to handle massive invoice growth while maintaining customer care standards.
- AR portfolio of 150,000+ customers with limited staff, making manual tracking impossible at scale
- ERP dunning was binary — on or off — with no ability to customize messaging by customer segment or ARR value
- Multiple siloed systems (Salesforce, ERP, email) required constant context-switching and manual data matching
- High-dollar ARR accounts risked receiving inappropriate dunning notices, threatening customer relationships
The Solution
How Tesorio helped
Tesorio gave Smartsheet's team dynamic dunning campaigns, Salesforce integration, and a unified AR dashboard — enabling customer-centric collections at scale.
- Dynamic dunning campaigns with customer tagging, ensuring messaging matches the relationship — 'about the customer, not the amount'
- Salesforce integration providing full context on customer status, contracts, and communication history in one view
- Proactive front-side notifications catching customers before invoices become past due, flipping collections from reactive to proactive
- Consolidated workflows replacing multiple systems, with collectors spending 85% of their working day in a single platform
The Results
Measurable impact
Smartsheet scaled AR operations without adding headcount, exceeded cash targets, and transformed the customer experience of collections.
Customers Off Spreadsheets
Eliminated manual spreadsheet tracking for the entire 150,000+ customer AR portfolio, replacing it with automated prioritization.
Cash Goal Exceeded
Exceeded a quarterly cash goal by approximately $14 million through improved dunning and proactive outreach.
Open Invoices Managed
Expanded outreach capabilities to manage 11,000 open invoices monthly with the existing staffing model.
“I never have to worry about a high-dollar ARR account getting an inappropriate dunning notice, and that is huge.”
Wade Moss
Director of Financial Operations, Smartsheet
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