We’ve committed to Monday.com as our single source of truth and now need an experienced hand to configure it so sales, account management and operations teams can finally work from the same playbook. Background: We are an Australian business servicing the supply chain sector. We have teams across Australia (QLD, NSW, VIC, SA & WA) with offshore support in both Colombia and India. We are embarking on a journey of systems improvement to allow for future scalable and sustainable growth. Scope of work: • CRM PROJECT - Build workspaces, boards and dashboards for end-to-end lead management, call registers, sales-pipeline tracking and ongoing customer / account management. Automations for stage changes, notifications and follow-ups should keep the pipeline moving without manual chasing. • SERVICE PROJECT - Create a ticketing system that converts incoming requests (email or form) into actionable items, routes them to the right team and measures time-to-resolution. A performance-metrics view must surface volumes, SLAs and trends at a glance. Our plan is to transition all of our email bookings into Monday tickets. • OTHER - Cross-function – align data architecture so customer records feed both sales and service workflows, enable smart linking between boards and roll everything up into executive dashboards. - Handover, create short documentation (potentially in Monday Knowledge) plus a walk-through video to ensure we can tweak workflows after go-live. - We also have Monday Work management for projects and personal management a review of the use of this would also come post the CRM and Service implementation - Current project is set using the PRO level access and has 10 users per product (30 in total). Acceptance criteria 1. Sales can add a lead and watch it flow through all defined stages with zero manual board hopping. 2. Any support or bookings email auto-creates a ticket, assigns an owner and starts an SLA clock visible on the dashboard. 3. Leadership dashboard accurately reports pipeline value, ticket volumes and key KPIs pulled directly from live boards. Our journey has just started, and we have only completed a basic build out of the current environment, so you can structure it right from the ground up. API work is welcome if native features fall short but keep the solution maintainable for a non-technical operations team/ business. If this sounds like your kind of build, let’s get Monday.com working