Last Updated on May 9, 2026 by Owen McGab Enaohwo
Managing hundreds of enterprise mobile devices across multiple clients is no small feat, especially when your business operations are manually documented. Courtney Cress, Vice President of Managed Services at DecisionPoint Technologies, knows this pain firsthand.
For years, her team struggled with manual errors, inconsistency, and a lack of accountability due to reliance on spreadsheets and Word documents. Implementing SweetProcess resolved those issues.
By transforming scattered information into a structured, centralized knowledge base, Courtney and her team were empowered to scale the business.
Key Numbers From Implementing SweetProcess
- 50 percent more data captured in SweetProcess, with higher accuracy than the old spreadsheet system.
- 500 to 20,000 mobile assets under management per enterprise client.
- 24/7 help desk operation supported by SweetProcess.
About DecisionPoint Technologies
DecisionPoint Technologies is a Tampa, Florida-based managed mobility services company formed through the merger of Acuity Technologies and DecisionPoint.
With around 60 employees, the organization has a dedicated in-house development team and specializes in managing large enterprise mobile device fleets, including consumer iOS and Android devices.
Its core strength lies in integrating forward and reverse logistics, carrier expense management, Mobile Device Management (MDM) solutions, and automated workflows that connect carrier APIs and client data feeds.
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Suffering the Hidden Cost of Undocumented Processes
Before SweetProcess, DecisionPoint Technologies’ policy and client documentation existed in a single, locked-down spreadsheet. All employees had to access the spreadsheet to do any work. That meant paying for an expensive Microsoft Office license for all staff, including those who needed only read-only access.
Every update to the documents left employees wondering who made the changes, why, and what to do with the new information. Accountability was nearly impossible to enforce because they could not track access to the documents.
“The pain points were really around managing a spreadsheet and being able to keep it up to date, holding them accountable, who made the change, and tracking those,” Courtney Says
There was also a challenge with client relationships. Courtney recalls instances when clients insisted a decision had been communicated, yet there was no written record to confirm or refute it. On top of that, teammates placed orders for the wrong hardware because the specifications were poorly documented. This issue led to wasted time and resources.
With all these problems at hand, it was clear to Courtney that she needed a centralized system to streamline documentation, including procedures, policies, and decision logs. Her ideal tool would offer user-level access controls, audit trails, and the flexibility to serve both internal teams and external clients. She searched extensively, evaluated multiple platforms, and kept running into the same wall.
“We were looking for what we call a runbook to be able to put together these different policies and the technical specs and all of the data that comes along with it…. We were missing a tool to be able to host it online and provide restrictions on what team can access what,” she revealed.
After evaluating several tools, Courtney found the features she was looking for in SweetProcess. Even better, it was affordable and within her budget.
How SweetProcess Helped DecisionPoint Technologies Turn Chaos Into a Client-Facing Competitive Advantage
SweetProcess not only solved DecisionPoint Technologies’ documentation problem but also became its operational backbone within a short time of implementation. It has benefited both its employees and clients in the following ways.
Eliminating Manual Errors and Reducing Risk
Streamlining documentation at DecisionPoint Technologies drastically reduced operational mistakes. Incorrect hardware orders, once a recurring problem stemming from unclear or inconsistent documentation, were no longer an issue. Courtney estimates that SweetProcess now holds at least 50 percent more usable data than their old spreadsheet.
“There’s at least 50 percent more data built out in the tool compared to what we had before. We went from having to apologize for some manual mistakes to having it set in place and have really been able to minimize a lot of that risk,” she revealed.
Minimal errors helped the team perform more efficiently, increasing productivity and client satisfaction.
Building a Client-Specific Runbook Structure
The organization uses runbooks, or instruction guides, in its client service delivery. Using spreadsheets left them with generic documents that didn’t address clients’ specific needs. With SweetProcess, they built a custom client services delivery model. Each client’s Statement of Work (SoW) was fully implemented on the platform, with only the relevant staff assigned to that account granted access.
The assigned teams had a designated folder that organized everything from engineering policies to procurement protocols. They also drafted standardized policies and procedures for client review and easily modified them based on clients’ feedback.
This gave DecisionPoint Technologies a living, version-controlled document for every client, something they could not do with a spreadsheet.
Transforming Documentation Into a Sales Asset
Effectively managing the runbook has enhanced DecisionPoint Technologies’ sales process. Prospective clients are impressed to learn that their managed services, policy decisions, and operational steps are well documented and accessible.
This level of transparency is rare among managed service providers (MSPs).
“Even in the presale process, discussing the runbook concept and the tool that we use, the client’s eyes are opened, and they’re interested and intrigued to hear more,” Courtney says.
Winning new clients with SweetProcess positions the organization to remain in business, as it will always have new accounts to serve.
Giving Leadership Visibility and Peace of Mind
As Courtney transitioned from a hands-on operational role to a more strategic leadership one, SweetProcess helped her find balance. Knowing that employees could independently implement business policies, procedures, and processes that were effectively documented gave her less cause to worry.
Instead of being pulled into day-to-day firefighting, as was the case, she now has peace of mind.
“It gives me peace of mind that I can look very easily into either KPIs or documentation with just a few clicks to know that we’re good. There’s no fear of, ‘Did that get documented? How are they approaching that?’… I can sleep better at night, and while that may seem silly, it’s significant for me,” Courtney says.
For a leader managing the integration of two organizations, empowering employees for sustained growth is a major win.
Turning Clients Into Accountable Stakeholders
One of the most powerful shifts came when DecisionPoint started collaborating with clients in SweetProcess. Allowing clients to access their own policy documentation and sign off on updates fast-tracked their workflow.
Clients could review their policies quarterly, approve updates, and sign off on decisions. Actively collaborating with clients promotes transparency and accountability in workflows.
“It actually converted into a change management solution too. Plus, if there are changes throughout, it records all of those activities, and that was part of the controls that we were really missing,” Courtney states.
If a client later claimed they had requested a different approach, the interaction log was right there, timestamped and signed.
Delegating Tasks Based on Expertise
Courtney’s journey from chaotic spreadsheets to a fully operational runbook wasn’t instant. It began with recognizing the need for a better system, getting her team to buy in, and navigating the learning curve to implement it.
In her opinion, designating a Subject Matter Expert (SME) from the start is also key because it helps keep things in focus. As a VP constantly pulled in multiple directions, Courtney acknowledges that her biggest regret was not assigning a dedicated resource to champion the tool sooner.
“Invest in the time to fully understand how it works and put an SME in place that can be that point person that has more bandwidth than you do…. My learning lesson was putting a resource on it that really could have helped push it along quicker, rather than just my words,” Courtney advises.
She advises against waiting for the perfect time to streamline your operations. Start with a simple, clear framework, then develop a rollout plan with proper training and education.
Improve Your Business Performance With SweetProcess
Fewer errors, stronger client relationships, faster onboarding, and a competitive edge that shows up in the sales room are among the advantages DecisionPoint Technologies has gained from using SweetProcess.
If your business is facing operational issues, this is your cue to resolve them with SweetProcess, as Courtney did. You can easily document your processes, policies, and procedures in one place and automate repetitive tasks. Sign up for a free 14-day trial of SweetProcess today. No credit card required.