The Business Support Show!

Pre-Production

monday.com is an extremely dynamic company! The growth achieved has been incredible, and the momentum is propelling us forward at an amazing pace.

Client-facing teams are at the heart of this place, where “every second counts”, and this pace is critical here as well, where delays can lose us a deal.

Navigating through a company can be difficult and complex, especially in hyper growth situations.

So, if the CPQ is breaking bad and they are lost, where do they go? BizOps? Billing? And what about some assistance in ARR calculations? Is it finance? What system do they use? Slack? monday.com? E-mail? Phone?!

Let’s move the camera around for a second and talk about our friends in BizOps, should they put the time in to develop the highly demanded feature in the CRM? Or maybe answer the Slack message from the head of Sales? How to prioritize??

How about we stop this multiverse of madness for minute and think… and that’s what happened, an incredible bunch of people came up with the idea:

The idea was to bring together a group of remarkable people, to see if they could become something more. See if they could collaborate seamlessly across teams, become a one stop shop, a compass… focus on communication, and have a unique perspective that enables them to connect the dots faster, resolve quickly or direct queries to the appropriate teams when needed.

The Business Support idea was born.

The idea became reality, the team successfully launched a year ago with indelible impact!

Now some of you may have already spotted my love for TV and cinema, so let’s have fun today, and explore the parallels between crafting this high-impact team and orchestrating the production of a captivating TV show.

How about you grab your popcorn and favorite beverages and let us entertain you.

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Episode One: The Pilot

The protagonist of our story is the team leader, the first recruit of the team.

Just like any good pilot episode, the goal is to introduce the audience to the main characters, establish an overarching tone, and plant the seeds for the story.

It is imperative at this stage to get introduced to key characters in the organization (Like when we meet Chandler and Joey), learn about the apps & tools (Apartments 5 and 4) and start building bonds with those who would help build the team.

Business Support stepped forward to take over ticket service-related work from multiple teams - mostly developers – so documentation and policies were scarce and disorganized.

The challenge was to start forming an idea of what the team is going to do, learn the tools, processes, and how things interconnect on a high level.

The Knowledge Base was born, it started with rough short “how-to” documents and evolved into organized runbooks with detailed instructions.

Episode Two: Assemble

After building the basics and getting a better understanding of the team’s Roles & Responsibilities in place, with assistance from the super talent acquisition team, we put together the team’s job description, and set off to hire and assemble our Justice League.

We hired our 2 first employees in less than two months and established the core of the team quickly – this certainly accelerated our timelines and enabled us to enhance the team’s role even more.

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Episode Three: Eye of the Tiger

We definitely needed Mr. Miyagi in this episode! Relying heavily on the collective knowledge and experience of other teams, our path to enablement unfolded.

We used every available recording, documents that we could find – always making sure to customize and update for the team’s needs.

We enjoyed a very warm embrace from everyone involved and had open channels for questions when needed.

We found “shadowing” to be an extremely powerful method, and it was embedded frequently in the training plan.

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Episode Four: New Horizon

With the new squad in place, equipped with the knowledge to resolve tickets - we started thinking about our House, our Avengers Tower.

With the intent to revolutionize the internal support process as well, we began by introducing a new one-stop-shop ticketing system.

Embracing monday.com as our platform of choice, several guiding points were emphasized:

1. Document and share everything in a comprehensive design document
2. Foster internal collaboration between teams
3. Unveil a compelling 'brand' with an engaging name to market the concept.

The Business Lounge was born!?

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Episode Five: The “Filler” episode (or is it?)

In many TV shows, there are what some may call: the “filler” episode - ones without much value, and don't push the main narrative much… a similar angle to what internal marketing may seem!?

We found it was extremely important to actually market the new team/system as much as possible before launch - to get feedback, raise awareness and create a buzz.

We joined team meetings, leadership meetings and shared our vision and plans with all relevant stakeholders, created cool graphics to display on the screens in the office, complemented by stickers bearing our mantra, “Your Business is our Business” and gave out to all client facing teams across the globe! The level of excitement was certainly high.

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Episode Six: Showdown

The climactic moment arrived on August 21st, 2022 was the date! our team and our allies were suited up! our tools of trade were polished, it was game on.

The gates were opened and tickets started flowing in.

Business Lounge was working as expected, we made sure to monitor all processes, and be in full sync with all system users.

Success! The battle has been won.

Episode Seven: Finale

Triumph, Buzz, Excitement! things were ticking and working fine.

So what’s next? How do we keep the great momentum going? How do we set up Season 2 after we wrap this story up?

The answer was to make sure we always innovate and improve processes and tools.

We planned and executed adding a new KPI per quarter (CSAT, SLA, etc.), hired globally, arranged Monthly Support Review with all relevant teams - created a holistic point of view that captures and treats repeating issues, gave continuous feedback from the field to developers, and more!

The credits are now rolling on what is only the beginning, more to come as we seek to have an even bigger impact over the organization, and improve every aspect of our daily operations.

We will be looking for more remarkable people around the globe to join our ranks, maybe we are not here to save the world, but saving the next big deal will just do!