Monday CRM

Purpose

Monday CRM is our central sales and lead management platform. It tracks all new enquiries, renewal opportunities, commercial prospects, and follow-up tasks in one place. This SOP explains how to navigate boards, update lead statuses, assign tasks, and maintain accurate records for reporting.

1. Key Functions at a Glance

Function Purpose Who Uses It Monday.com Resource
Lead Entry (Add Item) Add new customer enquiries to a board Sales / Office The basics of items (add items)
Lead Status Updates (Columns) Update Status/Date/etc. to track progress Sales / Office The basics of columns
Board Navigation Move between pipelines (Renewals, Commercial, Residential) All Staff The basics of a board
Task Assignment Assign follow-ups or owners via People column Office / Sales The People Column (assign people)
Filtering & Sorting Find leads by status, owner, or due date All Staff The Board Filters
Activity Logging Record calls, emails, SMS on each lead Sales / Office The Updates Section • The Activity Log
Automations Trigger reminders and routine actions Admin / Sales Get started with automations
Reports Dashboards for performance and pipeline Managers The Dashboards

2. Getting Started Checklist

Step Action Notes
1 Log in to Monday CRM with company credentials Ask Admin if you need an account or reset
2 Open your assigned board(s) Residential Leads, Commercial Leads, Renewals, etc.
3 Review board groups and columns See Section 3A
4 Filter for your assigned items Use Board Filters (Owner/Person = you)
5 Update status on anything you touched today Keep pipeline real-time

3. Standard Operating Procedures

A. Board Structure

Purpose: Keep all leads and tasks organised by workflow.

  • Residential Leads – All new pest control enquiries for residential jobs.
  • Commercial Leads – All new and ongoing commercial opportunities.
  • Renewals – Outbound activity for customer contract renewals.
  • Termite Opportunities – Leads for termite inspections and barriers.
  • Follow-Up Tasks – Reminders and call-backs not yet converted.

B. Lead Entry

  1. Open the correct board for the lead type.
  2. Click + New Item and complete columns:
    • Customer Name
    • Phone Number
    • Suburb
    • Service Type
    • Lead Source (Website, Renewal, Referral, etc.)
    • Assigned To (People)
    • Status (New, Contacted, Quoted, Won, Lost)
    • Next Action / Follow-Up Date
  3. Save and confirm it appears in the correct group.

C. Updating Lead Status

  • Update status immediately after any customer contact.
  • Statuses:
    • New – Lead entered; no contact yet.
    • Contacted – Spoke/left voicemail.
    • Quoted – Formal quote sent.
    • Won – Job booked and confirmed.
    • Lost – Customer declined/went elsewhere.
  • Log details in the item’s Updates and attach files if relevant.

D. Assigning & Reassigning Tasks

  1. Open the lead item.
  2. Set the People column to the correct owner.
  3. If the lead changes type (e.g., Residential → Commercial), move it to the right board.

E. Logging Activities

  • Post every call/SMS/email in Updates with date, outcome, and next step.
  • Example: 
    27/08/25 – Called, spoke to customer, sent quote via email – John 28/08/25 – Follow-up SMS sent – John
  • Use the Activity Log to audit changes to Status, Dates, Assignee, etc.

F. Using Filters & Views

  • Filter by:
    • Owner/Person = Me
    • Status (New/Quoted/Won/Lost)
    • Next Action due today/overdue
  • Switch views (Table, Kanban, Calendar) as needed.

G. Automations

  • Enabled:
    • Notify assignee when a new lead is assigned
    • Reminder 1 day before follow-up date
    • Move item to Won group when marked Won
  • Do not edit automations without Admin approval.

H. Reports

  • Managers use Dashboards to monitor:
    • Lead conversion rate
    • Pipeline value
    • Outstanding follow-ups
  • Request new dashboard widgets via the Manager.

4. Internal Best Practices

Area Best Practice
Lead Entry Complete all columns at first contact—no blanks
Status Updates Update immediately after each interaction
Notes Be clear and factual; avoid non-standard abbreviations
Attachments Name files Customer – YYYY‑MM‑DD
Follow-Up Set a due date for every active lead
Security Do not export/share CRM data externally without approval

5. Training & Assessment

  • Initial Training: Navigate boards, enter leads, update statuses, log updates.
  • Practical Assessment: Enter a test lead, assign it, update status, and log an update.
  • Annual Re‑Assessment: When Monday CRM workflows or features change.

6. External Learning Resources

 

✅ End of Section — Links verified from Monday.com’s Help Center; each points to the exact feature referenced.