Item: monday.com
Rating: 10
Author: Stephanie Pollak

Return on Investment

Nothing getting missed: With forms, our Sales staff is able to send in request directly instead of them getting lost in email. This has streamlined our day and nothing has slipped through the cracks.
Accountability: All 1UPers can see the workload and how it is spread out. This helps manage perceptions so there is less of an issue with employees feeling overworked/burdened. And if they are, there are metrics to back them up so it aids in their confidence.
Time Saving: We have a board where Installers can reach out, while in the field using the forms function, and let us know if any additional action is needed. This used to be done through chat boards which was time consuming and hard to manage since up to 5 people would be managing up to 8 different issues all in one text thread. Nightmare fuel. Now, it is all streamlined, easy to follow, easy to hold folks accountable, and we are able to add additional metrics making multiple spreadsheets obsolete.

Use Cases and Deployment Scope

We work in Multi-Family flooring and have many different departments. We use monday.com for each department and as individuals. It helps to toggle between departments and within departments for task management. These departments include: Customer Service, Sales, Inventory, Finance, and Operations. Before using monday.com we relied heavily on email and chat threads which were not always reliable and did not give full transparency. Additionally, we were utilizing a ton of spreadsheets to track information and it was not being updated consistently which left us unable to pull data or measure metrics accurately.

Pros and Cons

To do lists: These help organize the day and assign tasks fluidly so everyone can see what needs to get done easily.
Data: By setting up comprehensive boards, you can pull data easily and see where issues lie and where you are succeeding. It has also been helpful for determining Customer issues, like the Customer says you always do this but you can pull the info to see that is not the case and can offer data to back you up so the exchange is about resolution and not emotion.
Alerts: With automations, you can kick back and do your work and get alerted when you need to take action.

Automations: We are constantly having to reach out for help with automations. A lot of them cause us issues and we have even been the inspiration for changes/updates to existing ones.

Usability

As I mentioned before, there are automations that are not intuitive and have very specific functions that could be more accessible to everyone. We have had to ask Monday.com to build us very simple automations because they seem to be focused at a specific field. There have been changes so it is getting better. However, just last week I encountered a lot of issues with a simple automation that should be easy but has limited functionality so it needs tweaking to make it useful for all all users.

Support Rating

Our Customer Service Manager has been awesome and has quickly identified our needs to see how they could help. Some times there is no way to help due to issues with automations, but at least they are honest. We have had mostly good interaction with general Support, however they are not set up to talk on the phone, or with remote desktop viewing, which can make the process much faster and smoother. While responses are handled pretty quickly, resolution can be slow which is why I cannot give a full 10.

Reliability & Availability

We have been very satisfied with the overall performance of Monday.com, that's why we continue to build on it. It has increased work flow and overall accountability while increasing transparency. Downtime seems to be quickly resolved and it has only negatively impacted us once but we were able to bounce back quickly since it happens so infrequently. Downtime was a major concern of mine when we first got onto Monday.com but it has not been an issue and the email notifications are helpful in giving us a heads up if there is anything going on.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of monday.com go as expected?

Yes

Would you buy monday.com again?

Yes

Likelihood to Recommend

We use monday.com for multiple departments and have had increased productivity in each with more accuracy. For Customer Service we use it to manage tasks for the day such as estimate creation and updates to files. We are able to plan out the week if needed and have created groups for tracking pending items instead of having to remember them. In Operations it is used to communicate installation issues to Customer Service that require immediate action as well as tracking Installer mistakes and costs to the company. Sales uses it to build prospecting boards and track where they are at with each Customer. This also helps to inform other Sales folks on where they are prospecting so there is no overlap. Finance is able to track invoices to Customers and see who has not paid as well as pull data on overall debt of Customers. Inventory is able to use it for reconciling returned material, monthly inventory checks, and tracking shipments of material. We even use it for company wide things likes Safety Meeting and our Failure Log (see "Principles: Life & Work" by Ray Dalio). Automations are the only issue with something being "less appropriate," they just seem to cater to people in the tech world more so we have issues with functionality at times. Outside of that I cannot think of where monday.com could not be applied.

Never thought we needed it... Happy to be wrong!

Overall Satisfaction with monday.com