How Smartlink Used Capsim to Develop Strategic Leaders—and Break Down Silos

The Challenge: Great at Execution, Disconnected from Strategy

Smartlink Group, a national leader in telecom services, brought its directors and VPs together for the annual Smartlink Summit. The goal: align senior leadership around a clear, shared vision for growth.

Across project management, construction, IT, and operations, leaders delivered results but often lacked visibility into how their work connected to broader business goals. Execution was strong. Strategic thinking was fragmented. The company needed to shift from individual task ownership to enterprise-wide accountability.

The Solution: A Simulation Designed to Drive Perspective

Smartlink partnered with Capsim to lead a hands-on business simulation. Cross-functional teams took control of a virtual company, making real-time decisions and competing for market leadership.

The format aligned with the summit’s theme: Together. Teams weren’t just collaborating—they were developing, testing, and adjusting strategy. Each decision—on product development, marketing, sales, and finance—had visible consequences.

Debriefs after each round reinforced the learning. Teams saw what worked, what didn’t, and why. Conversations moved beyond deliverables to broader strategic impact.

Industry Distance by Design

The simulation didn’t attempt to replicate Smartlink’s exact business.

By stepping outside telecom, the experience created neutral ground. Leaders weren’t defending familiar workflows or debating current structures. They were free to explore, ask better questions, and think critically about how businesses grow.

That distance removed bias and made room for more reflective, creative thinking. The simulation encouraged a broader mindset—focused less on daily operations and more on long-term outcomes.

The Outcome: Stronger Teams, Sharper Thinking

Smartlink’s competitive culture brought intensity and energy to the experience. Teams debated options, tried new approaches, and watched their strategies play out across rounds.

Key takeaways included:

• Product innovation fuels growth. Teams that invested in new offerings saw stronger returns.

• Sales investment is essential. Even the best products need support to succeed.

• Coordination drives results. Cross-functional alignment outperformed siloed effort.

Leaders returned to their roles thinking differently. They began connecting their work to bigger-picture goals. They questioned assumptions. They looked beyond their functions and started operating with a shared sense of ownership.

Why It Worked

The program worked because every element was intentional—from simulation design and facilitator support to metrics tailored to Smartlink’s goals. Pre-work prepared teams. Onsite delivery kept pace with the agenda. The structure made space for focused, meaningful engagement.

The biggest shift wasn’t tactical—it was mental. The experience helped Smartlink leaders think more broadly, more collaboratively, and more strategically.

It marked a change in mindset—from managing work to leading the business.