About the project
Modernizing Enterprise Service Operations with monday Service
Transfunnel implemented monday Service to centralize a B2C service operations, replacing fragmented tools with a single, automated system. Service requests were streamlined through automated intake, SLA tracking, and communication logging, ensuring 100% data accuracy. The solution improved agent productivity, enabled faster and more personalized customer responses, and delivered real-time visibility into service performance for leadership
Unified, Automated Service Management with monday
A mid-to-large enterprise delivering internal IT support and external customer service across multiple business units and geographies. The service teams were handling high ticket volumes but lacked a unified service management platform to manage requests, SLAs, and performance consistently.
30–35%
Improvement in SLA complianc
25–30%
Reduction in average response time
The Challenge
The client’s service operations were fragmented across emails, spreadsheets, and basic ticketing tools, leading to inefficiencies and poor visibility.
Key Challenges Identified
- Service requests arriving through multiple channels (email, forms, chat) with no centralized intake
- No SLA tracking or escalation framework, resulting in missed response and resolution timelines
- Limited visibility into:
- Ticket volume and aging
- Agent workload and capacity
- Priority and severity trends
- Manual ticket assignment and follow-ups causing delays
- 30–35% of service agents’ time spent on administrative tasks rather than resolution
- Leadership lacked real-time reporting on service performance and customer experience
Solution Proposed
We implemented monday Service as a centralized, automation-driven service management platform tailored for enterprise-scale operations.
- Service Workflow Design
- Built a centralized ticket intake system consolidating requests from email, web forms, and internal portals
- Standardized ticket categories, priorities, and severity levels
- Implemented SLA-driven workflows for response and resolution timelines
- Automation & Escalation
- Automated ticket assignment based on priority, category, and agent availability
- Configured SLA breach alerts and escalation paths
- Enabled auto-status updates and customer notifications
- Visibility & Reporting
- Created real-time dashboards for:
- SLA compliance
- Ticket backlog and aging
- Agent workload and performance
- Enabled leadership-level reporting without manual intervention
- Integrations & Enablement
- Integrated monday Service with communication tools (email, Slack, MS Teams)
- Connected service workflows with CRM and Work Management for end-to-end visibility
- Conducted role-based training for agents, leads, and managers
Key Features Delivered
- Centralized ticket intake and categorization
- SLA and escalation management
- Automated assignment and notifications
- Agent workload and performance tracking
- Executive dashboards and reporting
- Integrations with communication and CRM tools
Quantitative Outcomes
Within 90 days of go-live, the client achieved:
- 30–35% improvement in SLA compliance
- 25–30% reduction in average response time
- 20–25% faster ticket resolution
- 40% reduction in manual service administration effort
- 90%+ adoptionacross service teams
Business Impact
- monday Service became the single source of truth for service operations
- Improved customer satisfaction through faster and more predictable support
- Enabled data-driven service management and capacity planning
- Created a scalable framework to support growing service volumes
Conclusion
By implementing monday Service, the client transitioned from reactive, fragmented support processes to a proactive, SLA-driven service operation. The solution delivered operational efficiency, improved customer experience, and enterprise-grade visibility—positioning the organization for scalable service excellence.
“monday Service gave us complete control over our service operations. SLAs, visibility, and automation have significantly improved how our teams respond and resolve issues.”