Business Challenge
Headquartered in Switzerland, Roche develops innovative medicines and diagnostic technologies that support millions of patients worldwide. Its Diagnostics commercial operations team in Indianapolis manages implementation projects across North America, with nearly 600 active projects at various stages at any given time.
As implementation projects became increasingly complex, Roche recognized the need for a standardised process to improve planning, tracking, reporting, and collaboration. The absence of a unified implementation framework created operational inefficiencies and limited visibility across teams and stakeholders.
At the same time, Roche needed to ensure uninterrupted laboratory operations during deployments, since patient testing and treatment decisions depend on continuous system availability.
Solution
Roche selected Smartsheet as its technology partner because of the platform’s flexibility, innovation, and user-friendly interface. Working closely with Smartsheet consulting services, Roche developed a standardised implementation process supported by a centralized work execution platform.
The solution enabled teams to:
- Plan and manage implementation activities in real time
- Automate reporting and administrative workflows
- Consolidate project information into a single source of truth
- Improve collaboration across customers, project managers, sales, and support teams
- Increase visibility through dashboards, reports, and project tracking tools
This new implementation framework created greater consistency, accountability, and transparency throughout the customer engagement lifecycle.
Results and Benefits
Increased Productivity
By streamlining implementation management and automating administrative processes, Roche increased project capacity by 30% while maintaining the same number of project managers.
Reduced Administrative Work
Automation significantly decreased time spent gathering and consolidating information from multiple systems. Tasks that previously required up to two weeks can now be completed within hours.
Improved Visibility and Transparency
The platform provided all stakeholders with access to the same real-time project information, enabling faster decision-making and better prioritization of critical issues.
Enhanced Customer Experience
The standardised implementation process allowed Roche to better support healthcare providers during system transitions while ensuring laboratories could continue serving patients without disruption.
Ultimately, the improved process strengthened Roche’s ability to deliver reliable healthcare solutions while maintaining a strong focus on patient outcomes.
“Smartsheet has been an enabler for us to start that journey with a standardised, consistent, transparent and collaborative framework that allows us to move through that process — always hand in hand. And that has been a powerful, transforming experience for our customers.”
Bryan Langford, Vice President of Commercial Operations, Roche
