Incident Management Process Digitalisation

Reduce the number of days open to close for incident management through building a fully automated and structured system

CLIENT

Global Life Sciences

FOCUS AREA

Quality Operations

SCOPE

Optimise incident management

TOOLS

Smartsheet, Forms, Trackers

AN INEFFICIENT PROCESS

The client’s incident management process was one of the last fully manual processes within their organisation. The system relied on emails sent to a shared inbox and an Excel-based tracking system stored on SharePoint. This approach resulted in inconsistent data, time-consuming manual reporting, and limited visibility into trends and process efficiency. Leadership lacked real-time insights, and the organization struggled with data integrity and operational delays.

Inconsistent Data

Time Consuming Manual Reporting

Limited Visibility

SOLUTION

Incident Management Process Digitalisation

Our team was engaged to optimise and digitalise the incident management process. Using Smartsheet, a highly customizable work management platform, we built a fully automated and structured system that streamlined the entire process. Key improvements included:

• Automation of Incident Submission: Instead of relying on email-based reporting, we implemented Smartsheet forms to standardise data entry, enforce required fields, and ensure complete and accurate submissions.

• Real-Time Notifications & Tracking: Automated alerts notify the incident team as soon as a new report is submitted, reducing response time and ensuring timely action.

• Unique ID Assignment: Each incident is assigned a structured identifier (INC-YYYY-#####) upon approval, ensuring traceability and better organization.

• Live Dashboards: Smartsheet dashboards provide real-time visibility into open, closed, and pending incidents. Leadership now has instant access to key metrics without the need for manual reporting.

• Document Builder: The Smartsheet Document Builder feature automates the creation of the required report which is the output of this process, significantly reducing administrative effort.

• Secure Access Control: Smartsheet’s granular access control ensures that only authorized users can view or modify data, maintaining data integrity and compliance.

Form Submission

Real-Time Alerts

I

ID Assigned

Live Dashboard

Auto-Generated Report

Secure Access

RESULTS

Since implementation, the process efficiency and data accuracy have improved significantly.
Key outcomes include:

• Reduction in Manual Work: Automated reporting and tracking have eliminated hours of manual data entry and report preparation.

• Improved Data Integrity: Standardised data entry has minimized errors and inconsistencies, improving the reliability of incident reports.

• Enhanced Trend Analysis: Automated data collection and visualisation have enabled leadership to identify patterns and proactively address recurring issues.

• Scalability & Adoption: Following the success of the incident management transformation, other departments have begun migrating their business processes from Excel to Smartsheet

CONCLUSION

This case study showcases our expertise in business process improvement, demonstrating how digital transformation can drive efficiency, accuracy, and strategic decision-making. By leveraging technology to eliminate manual inefficiencies, we empower organisations to focus on high-value tasks while ensuring compliance and operational excellence.

Ian Lambe

Quality Operations Lead, Dublin

4 August 2025