This flagship project demonstrates the successful implementation and training of Monday.com across Pelephone Communications Ltd., one of Israel's largest and most complex telecommunications companies. Managing thousands of employees, dozens of information systems, customer service processes, operations, projects, and cross-organizational maintenance, Pelephone required a dramatic improvement in internal process management, control, incident handling, documentation, and transparency throughout the organization's value chain.The Challenge
Pelephone faced critical challenges with information scattered across multiple systems, difficulty synchronizing data, overwhelming service and maintenance teams, and increasingly strict regulatory requirements. The accumulation of data in numerous different systems created bottlenecks in workflow interfaces, making it difficult to maintain service level agreements and provide transparent reporting to stakeholders. The company needed a unified platform that could integrate with existing CRM, ERP, and incident management systems while providing scalable solutions for future business growth.The Solution
We implemented a comprehensive Monday.com platform as the core system for operational processes, maintenance, and control, featuring custom developments and integration with all company core systems. The solution included specialized modules for incident management, automated workflows, advanced dashboards for management control, budgets and availability tracking, sophisticated permission systems by organizational levels, and seamless integration with existing infrastructure. The implementation combined Waterfall methodology for specification and development phases with Agile modules for adaptation, training, and deployment stages.Technologies
Monday.comAPI IntegrationCRM SystemsERP IntegrationCustom WorkflowsAnalytics DashboardMobile AccessAutomated Reporting
Strategic Implementation Approach
The implementation began with comprehensive mapping of all work processes across different departments, gap analysis, interviews with employees and managers, examination of incident lessons learned, and analysis of bottlenecks in existing work interfaces. We developed a detailed specification by phases including task and incident management, treatment team allocation, progress tracking, SLA compliance control, activity documentation, automatic report generation, and development of connection interfaces with external systems. The project utilized a multi-phase work plan combining custom process development in Monday.com, building customized forms and dashboards, planning permission hierarchies, and creating dedicated modules for maintenance incident management.Comprehensive Training Program
The critical phase of the project was frontal training - hundreds of training sessions were conducted for all company levels, from senior managers to field workers. We built detailed process presentations, hands-on practice sets, training booklets, and video guides. All system users were accompanied by daily support, both in the field and digitally, with support centers and help desk systems. The training approach was upgraded by combining digital learning with frontal meetings, simulation workshops for complex incidents, and personalized role-based practice sets, ensuring successful adoption across the entire organization.Innovation and System Integration
One of the project's main achievements is the integration of an original and innovative approach in implementing Monday.com solutions in the telecommunications world. We developed unique modules for cross-organizational incident management that enable not only tracking but also prediction of recurring incidents based on data accumulated from hundreds of digital processes. Advanced dashboards were developed enabling drill-down from any management level to individual technician level, combined with unique analytics tools. The system was built to be easily expandable to new activity areas and replicate new processes without additional dedicated development.Results
The project delivered exceptional results with significant improvements in transparency, reduced incident handling times, enhanced documentation quality, and decreased workload on service and infrastructure support centers. The system successfully processes hundreds of operational workflows daily, provides predictive analytics for recurring incidents, and enables drill-down capabilities from executive level to individual technician level. User satisfaction increased dramatically, with teams reporting improved collaboration and more efficient task management across all organizational levels.Join the newsletter
Get the latest insights, tutorials, and industry news delivered straight to your inbox every week.
