Enhancing Work and Ticket Management for Tech Client’s CSM Team Using Monday

About The Company:

Our client is a growing technology platform that enables creators to build and scale their online academies. At the core of its operations is a dedicated Customer Success Management (CSM) team responsible for onboarding, supporting, and managing over 1,000 active clients. Each of their five CSMs handles around 200 clients, providing assistance with tasks like account migration, domain mapping, website customization, and resolving technical issues.

Customer Challenges:

As the company expands, it seeks to optimize internal processes and improve visibility into task progress and client support. They were facing several operational challenges related to task management and customer support tracking. The CSM team was using Google Sheets to record activities, including client meetings, technical support, and onboarding steps. While this manual method worked at a basic level, it lacked transparency and real-time tracking.

For instance, tasks performed outside scheduled calls weren’t documented effectively. Managers couldn’t easily track progress, assign accountability, or generate performance reports. It was also difficult to understand how long tasks were taking, whether support was being provided efficiently, or how responsibilities were being shared among the team.

Moreover, They had a separate email-based system for managing customer support tickets, which was not integrated with their task tracking setup. This separation resulted in poor visibility into support issues and duplicate efforts by the team. The client needed a single, integrated platform that could manage both task workflows and ticketing operations.

Solutions:

To address these issues, CloudCache Consulting presented a comprehensive demo of Monday.com’s work management and ticketing features tailored for the client’s CSM needs.

Work Management System:

We showcased how monday.com boards could be used to track all client activities such as onboarding calls, tech follow-ups, cancellation calls, and more.

• The demo included creating customizable views by task status, ownership, and priority.
• Automations were introduced to trigger task creation based on changes in client status—for example, automatically creating a follow-up task when a new onboarding call is scheduled.
• The platform’s dashboards allowed managers to visualize high-level metrics like task completion rates and workload distribution across the team.

Additionally, We highlighted the ability to integrate Monday.com with client’s CRM to auto-import client information for seamless updates.

Ticketing System:

A second part of the demo focused on Monday.com’s ticketing capabilities. Emails sent to specific support addresses could automatically create tickets on the platform.

• Internal emails were filtered out to ensure only client concerns became actionable tasks.
• Each ticket stored a complete history of communications, enabling better tracking and response.
• CSAT surveys could be automatically sent after ticket resolution to gauge customer satisfaction.

Results:

The demo gave their leadership team greater clarity on how Monday.com could streamline the work of the CSM team. With task automation, dashboard reporting, and ticket integration, the platform could significantly reduce manual work and improve visibility. The potential to manage both work and support tickets in one system also reduces operational silos.

• Improved Task Visibility

Managers can now monitor task progress, ownership, and priorities in real time using customizable views and dashboards.

• Enhanced Team Efficiency

Automations reduced manual updates, saving time on repetitive actions like task creation and status updates.

• Centralized Client Support

Both task tracking and ticketing are now manageable from a single platform, reducing silos.

• Better Client Communication

Email-based ticketing with full history helps the team track issues and communicate effectively.

• Data-Driven Insights

Dashboards provide key metrics on workload, turnaround times, and customer satisfaction through CSAT surveys.

Technology and Tools Used:

Monday.com work management

Final Words:

Following the demo, the client is considering Monday.com as a unified platform for work and ticketing management. The next steps include reviewing pricing internally and evaluating Monday.com against alternatives like Freshdesk. CloudCache Consulting will continue supporting their client’s in assessing the best solution to improve their customer success operations. You can reach out us in FIverr as well.