How CloudMile achieved 100% visibility and unified its sales-to-delivery engine

Meet CloudMile

CloudMile is a professional services provider that helps organizations achieve real business and operational outcomes through an AI-first approach to solution design and technology implementation.

With a growing services portfolio and a multi-country delivery model, CloudMile’s engineers, project managers, and customer success teams play a critical role in how outcomes are delivered. As the company scaled, so did the volume of projects, cross-border collaboration, and the need for clear, connected ways of working — creating a pivotal moment for CloudMile to rethink how it operates and supports its next stage of growth.

The challenge

As CloudMile expanded its services business, the limits of operating without a unified system became clear. Project volume was increasing, teams were spread across multiple countries, and engineering time had become a critical asset — yet leaders had little visibility into how that time was being spent.

“Before monday.com, we lacked visibility,” says Soo Keng Ho, Customer Success Director at CloudMile. “With many projects running in parallel, we didn’t know whether engineers were prioritizing their time on higher-priority work, such as projects with tighter timelines or looming deadlines.”

With deals closing continuously alongside ongoing delivery work, delivery and implementation prioritization became increasingly complex. CloudMile’s legacy CRM compounded the challenge. Data was inconsistent, and forecasting wasn’t possible. “If my data isn’t reliable, I can’t use it for reporting or forecasting,” Ho shared. With renewal approaching, CloudMile needed a CRM teams would actually use — one that could connect sales activity to delivery in a meaningful way.

Cross-border delivery added another layer of complexity. Engineers frequently supported projects outside their respective countries, creating a need to track cross-border chargeability to support the finance team’s internal cross-charging requirements.

Together, these operational challenges needed to be addressed to support CloudMile’s rapid expansion. The organization required more connected and transparent ways of working to scale effectively.

The solution

Why monday.com?

CloudMile turned to monday.com as it became clear the business needed a platform that could connect how work moved from sales to delivery — and support a growing services engine operating across multiple countries. monday.com stood out for its flexibility, ease of use, and ability to scale without adding complexity.

“Sales teams aren’t technical,” Ho explains. “If a CRM isn’t intuitive, they won’t use it — and then the data becomes meaningless. monday.com solved that instantly.”

What began as a small internal trial quickly evolved into a company-wide transformation. With support from the Ease Solutions team, CloudMile migrated five years of legacy CRM data, rebuilt core workflows for delivery, and established a foundation for operational clarity that could grow with the business.

“Ease Solutions acted like our monday.com experts,” says Ho. “We knew the outcomes we wanted — they worked with us to bring them to life.”

Turning sales handovers into seamless delivery workflows

One of the biggest shifts for CloudMile was creating a seamless connection between monday CRM and work management. Previously, handovers lived in inboxes and informal conversations, which meant delivery teams often lacked the context they needed to start work confidently — and sales teams had no structured way to ensure nothing was missed.

With monday.com, every closed-won deal now flows directly into structured delivery workflows. Project details, scope, value, and required skill sets move automatically from CRM into work management, giving teams an immediate, shared understanding of what needs to happen next. “What used to happen outside the system now happens seamlessly inside monday.com,” says Ho. “monday.com’s CRM and work management speak the same language for us — once a deal closes, the entire delivery process is already in motion.”

Real-time visibility that transforms how teams use their time

monday work management finally gave CloudMile real-time visibility of how engineering effort is deployed across the business. Instead of relying on assumptions or manual updates, the company now has a single source of truth showing where time is being invested — and whether that aligns with high-value, billable work.

This shift unlocked more than accurate reporting; it created a new level of accountability and operational discipline. “It made everyone more aware of where their time actually goes,” Ho explains. “Before monday.com, we couldn’t see it. Now it’s second nature.” With consistent utilization data and a clear approval flow for leads, CloudMile can now make informed decisions on hiring, capacity planning, and where to allocate talent across projects and markets.

Cross-border delivery supported by smarter resource planning

CloudMile’s regional delivery model relies on engineering teams across Singapore, Malaysia, Indonesia, the Philippines, and Vietnam supporting one another as demand shifts. As the business scaled, having clear visibility into where engineering capacity sat — and how it was being deployed across markets — became critical for effective resource planning.

Before monday.com, this cross-border effort was difficult to track, making utilization and prioritization challenging. Today, monday.com centralizes this information in one place. Leaders can see which engineers are supporting which markets, how effort is distributed, and where additional capacity is needed. “Before monday.com, we couldn’t answer a simple question like who from Malaysia was supporting Singapore this week,” Ho notes. “Now it’s all there — no guessing.” This visibility also enables more accurate cross-charging, giving finance confidence in how regional resources are allocated.

A CRM sales teams actually adopt — and leadership can rely on

monday.com’s clean and intuitive design meant the sales team adopted it quickly, giving CloudMile a stronger foundation of trusted data. “If a CRM isn’t intuitive, sales teams won’t use it — and without consistent data, the entire business feels the impact. With monday.com, the team finally has a system they want to use, and we can trust the data that drives our decisions,” Ho explains.

With reliable data flowing in from day one, deals now move smoothly into delivery workflows. This enables more accurate forecasting, clearer planning, and tighter alignment between sales and delivery teams.

The impact

monday.com has become the operational backbone for CloudMile, transforming how teams collaborate, deliver services, and make decisions across the region. With CRM and work management working in harmony, the company now benefits from end-to-end visibility across the entire sales-to-delivery lifecycle — a level of clarity that simply wasn’t possible before.

As Ho explains, “monday.com’s CRM and work management give us clear visibility from opportunity through delivery — once a deal is closed, the entire delivery process is already in motion.” That visibility has fundamentally changed how CloudMile plans, prioritizes, and executes work across teams.

CRM adoption rose by 40%, giving leadership reliable data for forecasting and revenue planning, and strengthening the connection between sales activity and delivery execution. On the delivery side, CloudMile now has 100% visibility into engineering effort and project delivery, enabling smarter resource allocation and a disciplined, data-driven operating rhythm.

As a multi-country services organization, CloudMile also unified operations across seven countries on one connected platform — aligning processes, strengthening collaboration, and eliminating the cross-border ambiguity that previously slowed work down.

The efficiency gains have been substantial. CloudMile has saved 22,000+ hours of manual work, worth more than $800,000 annually, contributing to a 9x return on investment. Together, these outcomes represent more than operational improvements — they mark a step-change in how CloudMile runs its business, building the structure and clarity needed to support its next phase of regional growth.