KA
Small Organization - Complex Implementation - Amazing Outcome
We engaged Workflow Magic to implement Monday CRM to help us manage our Statewide Programs. We are a small organization, with complex integrated processes. We were previously managing everything on spreadsheets and Word documents. With over 100 community partners and 500 certified program facilitators, it was becoming unmanageable with our manual processes and tracking. Our goal was to create 360 degree visibility across all programs, automate activities, and reduce duplicate data entry. Workflow Magic helped us integrate all of our process flows - from incoming request forms for Funding Requests, Training and Certification (9 programs), Natural High Retreats, and Technical Assistance, and moving items to operational boards to manage all activities. We now have an Onboarding Board to handle onboarding new partners and partner agreements, Funding Board to handle all requests for funding service delivery in the community, and Agreements Board that collects key information and Builds a Service Agreement (PO) and sends out for electronic Signature and tracks all history of requests, training, and agreements through an Account View. Training Boards track requests from initial inquiry, receiving applications, through enrollment, to completion of certifications. Our Services Tracking Board takes all items on a Service Agreement and adds them to the Board for managing Site Visits, tracking pre/post surveys, and the status and timeline of all community partners and services being delivered. The Natural High Retreat Board serves as a project management tool to support the planning of retreats which includes 2-4 external entities to plan a retreat. It also tracks all agreements and budgets. We also have several Management and Program Dashboards that are tracking key metrics across our programs and budgets. There are hundreds of automations and workflows that eliminate a lot of the manual processes and communications. I wish we had done this 3 years ago, it would have saved us a lot of headache and time. Our implementation manager (Victoria) was a trooper and stayed in it the whole way - even when things were hard. The biggest challenge we faced was the gap between the sales cycle and starting implementation. The sales side underestimated the complexity of our requirements, even though we provided written documentation. We definitely had a "storming" phase at the beginning of the implementation process to get everyone on the same page. Victoria hung in there and we got to "norming" and then once we got to "performing" we were rocking and rolling. Workflow Magic definitely knows their stuff when it comes to Monday. However, as a Project Manager that has worked decades on technology projects, I expected a little more guidance on requirements gathering and process flows at the beginning, before jumping into implementation. We had asked Sales what we needed to provide to the Implementation Team and they said what we had was great, and the first steps of Implementation was to capture requirements. We had to slow the process down, and go back and document a lot more and in format that made since to the Implementation Team. Since we weren't experts on Monday's capabilities, it was challenging at the beginning to translate to Workflow Magic what we wanted it to do. Once we came up with a way to work with Victoria to capture our processes, data, workflows, relationships, etc. everything moved quickly. That is my only recommendation to Workflow Magic is to slow down and capture requirements up front and provide some tools or templates for the customer to capture information in a way that helps them configure the technology, especially on Complex integrations. Overall they were fantastic to work with and the final solution is Amazing!!! I would definitely recommend them. We have extended our agreement to continue to refine and add more value added functionality.