Zentos & Smartsheet Partnership Infographic

Zentos & Smartsheet Partnership: A Collaborative Approach

Smartsheet has 100K+ customers globally. To support them efficiently, Smartsheet partners with firms like Zentos. Smartsheet owns the platform and licensing; Zentos processes orders on behalf of Smartsheet and leads implementation, onboarding, and enablement as trusted advisors.

1. Solution Evaluation (Pre-Sales)

Zentos's Role (Solution Partner)

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    Solution Architecture, Demo & Design:

    Zentos will design and demo solutions built on Smartsheet. Zentos may offer bult on functionalities if there is a gap in customer needs and Smartsheet internal premium capabilities (e.g., AI Agents).

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    Business Proposal & Business Case Creation:

    Development of proposals and business cases for annual subscriptions.

Smartsheet's Role (The Vendor)

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    Partner Assignment & Sponsorship:

    Assigns a solution partner to the customer and sponsors the entire solution evaluation process.

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    Solution Pricing:

    Provides and owns the official solution pricing for customers.

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    Specialist Resource Assignment:

    Assigns specialist resources for RFP (Request for Proposal) responses where needed.

2. Post Investment

Accienta's Role (Solution Partner)

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    Order Processing:

    Takes and processes orders with customers on Smartsheet's behalf.

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    Billing:

    Bills the customer for products and services.

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    Customer Renewals:

    Manages and processes customer renewals.

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    Implementation & Training:

    Owns the implementation plan delivery and end-user training.

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    Ongoing Hypercare:

    Delivers continuous hypercare support (where requested by the client).

Smartsheet's Role (The Vendor)

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    SaaS Platform Provision:

    Provides the core Smartsheet SaaS Platform.

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    Technical Support:

    Offers Level 1, 2, and 3 technical support.

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    Learning Resources:

    Provides access to Smartsheet University (self-guided e-learning platform).

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    Direct Support Channels:

    Offers phone and ticket support for bug fixes and other support needs.

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    Customer Success Coordination:

    Coordinates customer success resources, which can be partner or vendor-delivered (dependent on annual spend).

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    Renewal Pricing Ownership:

    Owns the solution renewal pricing, which is then transacted by the solution partner.