Case Study
Simplifying client management at EMAPTA
Objective
The objective of the project is to create a seamless and centralized workspace in the CRM product of monday.com that allows all departments in a client facing capacity to view and access all client information in one unified board. Maintain their distinct processes while working from a shared platform. Reduce manual efforts like sending repetitive emails and status updates. Increase visibility of communication threads (emails, notes, and updates) related to each client.
Background Information
EMAPTA is one of the biggest BPO companies in the Philippines. They service a large variety of clients, as such it is necessary for them to have a centralized database where they can coordinate and work together seamlessly to fulfill the needs of their customers. Before getting monday.com each of their client facing departments worked on separate platforms to track their progress. They used manual trackers like spreadsheets, their communications with clients were scattered through various messaging apps and email threads. This led to siloed processes, inefficient collaboration and a lack of visibility across teams.
Challenges, Tools and Solutions
The biggest challenge with implementing monday.com for EMAPTA is aligning the unique workflows of each department within a single platform and ensuring that teams maintain process flexibility while working in a collaborative environment. Adoption is always one of the biggest hurdles of any software implementation and it was necessary to make sure that the solution being built is extremely easy to use in order to encourage the adoption of monday.com and to fully move them away from their previous platforms.
A centralized master account board was implemented for EMAPTA — this is their single source of truth for all client information. Automations handle notifications for due dates, notify team members when an update is done, and automatically send emails to clients. monday.com’s CRM solution also has the emails and activities widget which allows EMAPTA to send emails to clients without leaving monday.com. They can also see all of the conversations they’ve had with each client and see whether the email they sent has been opened or if a reply has already been sent. monday.com’s Workdocs also enables them to create collaborative documents to keep everyone up to date with notes on their clients.
Process, Data and Results
All of this has resulted in a reduction in manual status update emails between departments. Increased visibility, as all teams now access the same client profile from a single board. Lastly, improved response time to client queries as team members can instantly access relevant communication.
