Case study

Regional cluster CRM for business support & regional services

From one board — catalog, business services and every channel

A regional program supporting small and mid-sized businesses needed its public site, CRM and field teams aligned. We connected a digital catalog, SLA-driven customer journeys, WhatsApp and phone flows, and rollout to local authorities — without manual copy between systems.

At a glance

Digital catalog pages
Up to 550

monday-CMS → site

Local authorities
6

Regional workspaces

Comms flows
3+

Bot, IVR, broadcast

Service modules
Coaching + training + SLA

Ready-to-deploy

The project linked process design (FlowGram) to builds on monday.com, monday-CMS for site content, and Clicks CRM Connections for channels businesses already use.

Products

Custom developments

The challenge

Business content on the public site did not always match monday boards. Inquiries arrived on WhatsApp, phone and forms — without unified tracking. Different units in the cluster used similar but separate templates, with SLAs that were not measured centrally.

Our approach

We adapted processes across units, expanded the authority-sharing module, defined intake journeys with email and WhatsApp automations, and stood up content broadcast from monday to the site.

What we built

  • Business catalog: intake form, assets board and pre-publish approval workflows.

  • monday-CMS: publish and update business pages on the site from the board.

  • WhatsApp flows: lookup by phone/ID, menus, lead creation and status updates.

  • Phone (IVR): route to bot or callback with logging on an inbound-calls board.

  • Journey-based broadcast: lead warming, self-intake or phone interview paths.

  • Training environment, webinars, feedback module and CRM-backed internal portal.

Deliverables and the products behind them

How it works in practice

An unregistered business gets a bot that collects details and opens a lead; an existing customer chooses instant WhatsApp or a callback. Service staff see the same record in monday, including the source. Content operators update copy and media on the board — and the change reaches the site without duplicate work.

Outcomes

Less gap between what the site shows and what operations manage, faster responses on digital channels, and one foundation to extend to more local authorities.

Want to build something similar?

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