monday.com has announced the full release of an enterprise service management (ESM) solution: monday service.
The solution is the fourth addition to the company’s portfolio.
That portfolio includes a CRM for sales teams (“monday sales”), a workflow management product (“monday Work Management”), and a solution for development teams to collaborate (monday dev).
In bringing all these products to market, monday.com aims to create a multi-product “Work OS” platform that “runs all core aspects of work”.
The monday service solution – which entered beta six months ago – is a key component of that vision. So far, it has supported businesses in resolving over 200,000 tickets.
In doing so, these early adopters have leveraged case, knowledge, and business process management tools – alongside analytics-driven dashboards.
Many of these features are on show in the following video.
These features also align with a customer service CRM. Yet, for now, the monday service will primarily function as an ESM, helping brands resolve internal support tickets.
That resolution process may cross various departments, and monday.com aims to “connect departments’ workflows seamlessly” by centralizing requests, incidents, projects, and business data on one platform.
Key capabilities here include automatic ticket classification and smart ticket routing. With these features, the solution tags incoming tickets by intent, urgency, sentiment signals, and departments, routing cases across the company.
monday.com’s multi-product Work OS platform approach also helps pull insights across the business and enable cross-departmental collaboration.
Making this point, Daniel Lereya, Chief Product and Technology Officer at monday.com, said:
monday service is a natural extension of our Work OS platform and, given the software consolidation trend continuing to rise, reinforces the value monday.com brings our customers, as it can be easily adapted to serve multiple departments within an organization.
Additionally, the solution’s “comprehensive” dashboards help spread historical and real-time insights across the business, ensuring a more proactive approach to employee support.
The example monday.com gives here is of an employee who has forgotten their email password. The solution’s AI recognizes this and presents them with an automated response to reset, removing strain on the IT team.
Another notable feature of monday service is an option to offload specific queries to an AI agent that responds autonomously to users leveraging relevant knowledge base content.
Meanwhile, the solution’s no-code design and self-service portal – which allows employees to get updates on tickets and escalate cases – are also noteworthy capabilities.
The Hot Take: A Solution That monday.com Could Turn Into a Customer Service CRM
Look at the core capabilities of the monday service: case management, a knowledge base, case routing… these are the fundamental components of a customer service CRM.
Already, monday.com offers a CRM for sales teams, and it’s not hard to imagine the vendor taking these capabilities and expanding deeper into the CRM market.
Reports suggest that some of monday.com’s early adopters have started to leverage Monday service for external customer support.
Yet, expect IT service to be the main focus, for now, while other departments – like HR, finance, and marketing – may also draw benefits from the solution.
