monday.com provides a cloud-based platform that helps teams streamline their workflows, collaborate seamlessly, and manage complex projects effectively. Their award-winning platform serves 186,000 customers across the globe, helping transform the way teams work together.
Customer Story
How Monday.com improved Employee experience with Workato
Workato consistently outperforms other options, successfully resolving the highest number of tickets each month. Remarkably, its efficiency now matches the combined efforts of our top 2 team members or an average 3 team members–an achievement that truly stands out!
Challenges
- IT overwhelmed by manual tasks
- Improve Employee Experience
- High support ticket requests
The IT team of monday.com manages 70+ applications. They were spending a significant amount of time manually assigning applications to employees during the onboarding process. Not only was it very time consuming for the IT department, but this further resulted in lengthy wait times (days) for employees, and reduced employee satisfaction.
As a result, IT was overwhelmed with manual tasks related to IT support, asset management and employee onboarding and offboarding.
For FY23, the IT team received a target to increase user experience and improve employee satisfaction. In order to do this, they needed to reduce manual handling of permission requests by 70%, automate 80% of onboarding activities and reduce the number of tickets by at least 20% by providing employees with self-service options.
Solution
- Streamlined Employee Onboarding
- Accelerated IT Support & Asset Management
- Automated Employee Offboarding
The monday.com IT organization chose Workato because of the platform’s ability to handle a variety of use cases, and because it performed better than the incumbent. This enabled the business to adopt Workato wall-to-wall across monday.com’s Finance, Business Operations, and IT organizations.
Employee Onboarding:
The daily Workato recipe checks the system for any new hire
If a new hire is identified, a Slack notification is automatically sent to the IT team via a Slackbot
The hiring manager receives a notification with details about the new hire
Apps are automatically provisioned for the new hire based on business owner approval
New hires are also able to use the self-service option for smooth onboarding
IT Support:
Workato helps to integrate with Okta, and the Intercom chat widget via a webhook
Using a self-service option, employees receive password expiration reminders to easily update their passwords
Employees can also easily reset and unlock access if their account has been locked out
Streamlined IT ticket creation
Asset Management:
Automated equipment requests
Computer Inventory Management
Employee Offboarding:
Secure Offboarding process - SOX regulated
New termination requests are redirected from the HR system to the monday board
Apps are automatically deprovisioned
Monday board item and asset management automatically updated
Employee reminders to return office equipment and assets such as laptops
Reminder for the employee to bring back laptop and other equipments
Impact
- 270 hours of manual IT work is automated monthly
- 40% of tickets & 60% of permissions are automated
- 75% employee onboarding automation success rate
Time saved: With 30% of the manual IT processes being automated, this saves the IT team ~270 hours of manual work each month. IT tickets are automatically resolved along with self-service options.
Improved Employee Satisfaction: 40% of tickets & 60% of permissions are automated; overachieving on the original target in half the time expected. The team was also able to meet an SLA of 95%, where tickets are rated 4 or 5 stars.
Accelerated Onboarding/Offboarding: 75% success rate achieved
IT Team Meets OKRs and Targets: 6 months into the Financial year and IT has already achieved the majority of their goals