CRM CASE STUDY

A CRM for Human Resources

How Black Mountain Utilizes monday.com to Support Over 700 Global Clients

 

Meet Black Mountain

Black Mountain provides integrated outsourced solutions designed to streamline operations for companies of all sizes. While their primary focus is on HR and payroll services, they also offer assistance with employee benefits, company incorporation, and administration solutions.

With offices in Hong Kong, Singapore, Germany, and the UK, and a network of regional partners, Black Mountain leverages its global reach and local expertise to deliver consistent, high-quality service to its clients, regardless of their location.

“We’ve supported clients with everything from payroll management to setting up new companies,”  Luca Pope, Global Client Solutions Manager at Black Mountain,

The Challenge

Over the past 25 years, Black Mountain has grown from serving clients in Hong Kong to supporting over 700 clients across more than 165 countries. Each country presents unique HR processes, legal requirements, and cultural differences. To navigate these complexities, Black Mountain relies on local teams with in-depth knowledge of their respective regions.

“When we were operating in just one country, onboarding clients and meeting their needs was straightforward, But as we began working with multinational clients, our reliance on spreadsheets became unsustainable.” Luca Pope, Global Client Solutions Manager at Black Mountain,

As Black Mountain expanded, they needed to ensure alignment across internal teams and regional partners while considering time zone differences and the challenges of global communication.

The Solution: Why monday CRM?

Initially, Black Mountain used a different CRM, but it soon became clear that the system was not a long-term solution. “Once a deal was closed in our previous CRM, we had to manually update the relevant teams, which was time-consuming and prone to errors,” explains Luca.

When senior stakeholders began searching for a new project management tool to improve communication between Sales and Operations, Luca saw an opportunity. “I thought, if we’re looking for a project management solution, why not find one that also addresses our CRM challenges?”

Luca wanted a CRM that could match Black Mountain’s flexible, bespoke solutions while being easy to use. What stood out to them about monday CRM was its user-friendly design and exceptional customer service.

Reducing Manual Efforts with Custom Workflows

“Our previous CRM captured too much unnecessary data,” says Luca. To address this, Black Mountain collaborated with the monday CRM implementation team to create a system tailored to their specific needs. The team provided recommendations on workflows, boards, and a more efficient deal pipeline.

“The implementation team helped us design boards that mirrored relevant data without duplicating information,” Luca adds. “This saved us a lot of time and effort.”

Instant Visibility Across the Sales Cycle

A top priority for Black Mountain was ensuring that everyone had immediate access to the information they needed. Time-saving automations were key to achieving this.

“Automations have been a game-changer for us,” Luca says. “They allow us to organize our CRM efficiently.”

Automated workflows move lead information to the appropriate boards throughout the sales cycle. For example, when a deal moves from ‘opportunity’ to ‘won,’ all relevant details are automatically transferred to the client onboarding and invoicing boards. Automations also assign the appropriate stakeholders to manage each account.

“If an opportunity arises in the UK, our UK Managing Director is automatically notified,” Luca explains. “This ensures that the right people have immediate access to the information they need, saving us time and reducing the need for manual communication.”

Enhancing Collaboration and Providing Real-Time Data

Using monday.com, Black Mountain can offer instant visibility to internal teams, clients, and regional partners. This is particularly important when clients operate in multiple locations across different countries. Clients can also track project progress directly through the platform.

Centralized Reporting with One Source of Truth

Previously, Black Mountain managed client data through local spreadsheets, leading to reporting challenges. Now, all client details are managed and updated directly in monday CRM, streamlining processes for the Sales, Marketing, and Operations teams.

monday CRM has become more than just a sales tool for Black Mountain. The platform is used for managing error logs, compliance processes, marketing campaigns, and more. For instance, the Marketing team replaced their campaign planning spreadsheet with a monday.com board that links directly to a campaign request form.

By adopting monday CRM, Black Mountain has optimized its operations and improved its ability to serve clients across the globe efficiently.

“Everyone loves monday CRM. Almost immediately, we hear how easy it is to use and how much value it brings.”  Luca Pope, Global Client Solutions Manager at Black Mountain,