Using monday.com to simplify the complex lifecycle of Customer Success
December 17, 2020
Using monday.com to simplify the complex lifecycle of Customer Success
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with monday.com
- We were able to move from an estimated 40 accounts per rep to 60-70 accounts. With monday.com integrations, we are able to service more clients and still provide more touchpoints.
- I was able to save an estimated 20 hours of interview time when using monday.com to manage incoming applicants for 3 positions. I was able to quickly access resumes, group candidates, integrate meeting requests, and share interview details.
- We were able to save time for our clients by integrating form requests for action items. Prior to monday.com, the client would play back and forth emails with us, but through this system, we are able to give them a form to quickly give the assets needed to move forward.
We leverage monday.com across the organization with some teams using it on a daily basis. For my team, we use the program for project management, as well as account management. We are in charge of onboarding new customers, delivering professional development, and driving usage to retain renewals. We use monday.com to automate the customer lifecycle to ensure we are providing personal support in a timely manner. I love that the program can send automatic emails based on certain statuses so that customers feel we are providing personal touchpoints even if we didn't catch the date ahead of time.
- Keeps the team on track so that we don't miss engagement opportunities with customers
- Provides form functionality so that we can receive information from customers and we can respond in a timely manner
- Allows us to measure project timelines, keeps us honest, and ensure we meet deadlines
- I wish there was a way to pause an email notification that is scheduled to go out without having to create a new status. Something that would let you "pause" integrations on one line item on a board.
- I wish there was an easier way to link items across boards and update the status to see the same. If I have multiple people working the same task, having it listed on each of their personal boards and updating a status that is reflected on both. I think there is a way now, but it is confusing and requires a lot of additional columns. I haven't found it easy or in a way that I want to implement yet.
- Number 1 request from me... the ability to filter the widget "My Week" on my dashboard. I'd like to see the same view for my direct reports... OR be able to see only a certain status due that week.
I have NEVER had an issue with the program doing what it was designed to do or with any downtime. The only "issue" I can think of is that when I used the Llama Farm on the dashboard, it slowed my system a lot. I did have to remove them and move to the battery widget instead. Not a big deal but the llamas were a fun idea.
Do you think monday.com delivers good value for the price?
Yes
Are you happy with monday.com's feature set?
Yes
Did monday.com live up to sales and marketing promises?
Yes
Did implementation of monday.com go as expected?
Yes
Would you buy monday.com again?
Yes