When passionate Smartsheet power users hit the limits of DIY solutions, finding the right implementation partner can transform both technical capabilities and organizational culture. Paul Bilbro’s journey from community forums to strategic partnership illustrates how authentic expertise and genuine connection create lasting value for growing organizations.
Building apps with Smartsheet passion
Paul Bilbro, Project Manager at SFA Cabinets (Sumitomo Forestry America, Inc.), had spent a year independently building Smartsheet solutions for his team. With a passion for solving business problems through technology, he viewed Smartsheet as the perfect platform for creating “miniature apps” that addressed operational challenges.
“I really love building solutions to business problems with technology,” Bilbro explains. “Smartsheet is a perfect platform for that — it’s kind of like building miniature apps.”
Scaling complexity beyond individual capability
As SFA Cabinets scaled to hundreds of sheets, Bilbro encountered the classic power user dilemma: connecting systems at the portfolio level proved increasingly complex. Forum advice consistently returned “it depends” — technically accurate but practically frustrating for someone building robust, scalable solutions.
The gap between his vision for what Smartsheet could accomplish and his ability to implement efficient solutions was growing wider, threatening both productivity and strategic growth initiatives.
Discovering authentic expertise through community
Bilbro’s search for the right Smartsheet implementation partner began through authentic community engagement. In Smartsheet forums, one name appeared consistently: Paul Newcome from 10xViz.
“Every single post, it seemed like there was Paul, Paul, Paul, Paul, Paul,” Bilbro remembers. “I was like, man, who is this guy? He’s just this huge contributor, huge power user.”
This wasn’t typical marketing — it was genuine expertise helping users solve real problems. When business travel brought Bilbro to Northglenn, Colorado (10xViz’s location), he arranged a meeting with Jennifer Jones, Founder and CEO, which revealed both technical compatibility and rare cultural alignment.
“The vibes were high. We were nerding out on solutions,” Bilbro describes. “She was talking about what they were working on. I was like, ‘Oh, what if you did it like this?’ So we were totally nerding out, totally connected right off the bat.”
Technical expertise meets comprehensive partnership
10xViz’s approach combined technical expertise with comprehensive partnership support:
- Technical Implementation: Working with Dustin Wise, Director of Solution Innovation, revealed 10xViz’s operational understanding. “I would speak with Dustin, and he would be like, ‘Oh yeah, okay, got it.’ I was like, ‘You got it? Like, what do you mean? I just broke out this huge, detailed business problem, and you got it?'” Bilbro explains. Dustin’s operations and manufacturing background enabled an intuitive understanding of complex business problems.
- Strategic value: For organizations debating internal development versus professional project management consulting, Bilbro offers a compelling perspective: “The power of hiring a consultant to take something out of your head and bring it into Smartsheet — the value that adds, the time it saves you, and the overall quality of the solution output — is just indescribable.”
- Comprehensive partnership: Beyond implementation, 10xViz provided licensing guidance that transformed SFA Cabinets’ vendor experience. 10xViz sought to understand the organization’s needs and then translated them into actionable steps for right-sizing licensing. “They go to bat for you. They negotiate for you. They make sure it’s a good fit before you dive into anything.”
Measurable results across all dimensions
The partnership delivered measurable results across multiple dimensions:
- Technical excellence: Solutions that connect hundreds of sheets at the portfolio level
- Time savings: Professional expertise eliminated months or years of DIY learning
- Partnership: Total support, including implementation, licensing, and ongoing guidance
- Alignment: True collaboration that extends beyond transactional vendor relationships
“They will be our Smartsheet provider forevermore,” Bilbro says confidently.
The difference between vendors and true partners
Paul Bilbro’s journey illustrates the difference between finding a vendor and discovering true partners. The right Smartsheet implementation partner combines technical expertise with cultural fit, comprehensive service with genuine care for long-term success.
For organizations facing similar scaling challenges, this case demonstrates that authentic expertise shows up consistently in community engagement, cultural alignment drives sustainable partnerships, and comprehensive service maximizes both immediate and long-term value.
Ready to transform your project management approach? Schedule a consultation to discover how 10xViz can help your team achieve operational excellence.
