London’s Air Ambulance Charity: monday.com workflow case study
Client | London’s Air Ambulance Charity |
Platform | |
Focus | Project management, ticketing, governance and reporting |
Outcomes | Clearer ownership, improved visibility and faster triage |
London’s Air Ambulance Charity serves the 10 million people who live, work and travel within the M25, treating an average of five patients each day.
The Workflow People worked with the charity to improve how its team managed projects, requests and reporting in monday.com. The result was a more connected way of working, with clearer ownership, better visibility of activity and a ticketing process the wider organisation could use confidently.
The challenge: disconnected project, request and reporting processes
The team was managing work across separate boards and supporting spreadsheets, making it difficult to see what was happening and where responsibility sat.
Key issues included:
Project tasks spread across different boards and spreadsheets
Unclear ownership of activities and requests
Data help desk tickets being missed or not prioritised
Limited confidence in using monday.com effectively
A need for clearer reporting at both team and individual level
The solution: a connected monday.com project management system
The Workflow People redesigned the charity’s monday.com setup to bring project management, ticketing, governance and reporting into a clearer structure.
The work included:
A redesigned master project board with custom workflows
Advanced monday.com training for the team
A project governance board with a live RAID log
A centralised ticketing system for data team requests
Dashboards providing high-level and detailed reporting
A monday.com form that allows other areas of the organisation to raise requests directly
This gave the team one clearer way to manage work, track progress and assign responsibility.
The impact: clearer ownership and faster ticket triage
The new workflow has improved visibility across project activity, helping the team identify overdue work, completed tasks and required updates more quickly.
Data requests can now be resolved immediately or triaged to the right person, with ownership assigned clearly. The team has also become more confident using monday.com to create and manage workflows that previously felt out of reach.
The Workflow People have been outstanding, consistently proactive in suggesting ideas when we were stuck and delivering exactly what was requested. Naomi’s speed and responsiveness have been impressive, and she shares our enthusiasm for getting the projects completed. Whenever something wasn’t quite right, she offered alternative solutions and made changes without hesitation until we achieved the desired outcome. She has worked diligently to push tasks over the line, and I would have no hesitation in working with them again.
Leanne Burrell, Business Analyst, London’s Air Ambulance Charity
How the new monday.com workflow supports the team
The client describes the benefit of the new system as complete visibility across activity, whether work is ahead of schedule, overdue or needs updating.
"Keeping the boards updated gives us complete visibility across every activity, whether tasks are ahead of schedule, overdue, or in need of an update. We can see high-level reporting or drill right down to individual ownership."
"The ticketing system is brilliant, and the team has taken to it with gusto. When tickets arrive, they are either resolved immediately or triaged to the right place. Ownership is assigned quickly, so everyone is completely clear on who is responsible for what."
"Other areas of the organisation now have view-only access and use a monday.com form to raise requests. This has sparked wider interest in using monday.com across other teams as well."
"Naomi made me feel far more comfortable and confident using the boards, and I’m no longer hesitant to try new things. While there’s always more to learn, I now have a solid foundation to build workflows I didn’t think were possible before."
A feature the team values most: live risk management
The live risk register has made it easier for the team to review and update risk status directly from its CRM project board.
"I like it all, but the Risk Register is probably my favourite. From the CRM project board, I can easily access and update risks on the fly, keeping our risk status visible at all times."
"Setting review dates triggers automated reminders so nothing gets missed ahead of meetings. It’s fantastic, no more spreadsheets."
"I also love the Gantt chart view on the project board. It makes it effortless to pull visual timelines into presentations to showcase the project in its entirety, and moving dates automatically updates connected activity groups."
Need help improving how your team uses monday.com?
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