Meet The Back Room

The Back Room is a global offshoring partner that helps accounting and professional services firms across Australia, New Zealand, the United States, the United Kingdom, and the Asia–Pacific region focus on what matters most — their clients.

Unlike traditional outsourcing, The Back Room builds long-term partnerships where offshore teams act as true extensions of each client’s business.

With more than 600 employees, the company combines people, process, and technology to scale efficiently while maintaining quality, reliability, and a human touch — giving businesses back their time to work smarter, not harder.

The challenge

As The Back Room expanded, its internal systems couldn’t keep pace with rapid growth. HR, IT, and Talent Acquisition teams were overwhelmed with walk-in requests — from onboarding to equipment issues — leaving little time for strategic work.

“Employees would go to the HR office almost every minute — our officers barely had time to focus on what really mattered,” says Gretchen Buenavista, Head of Systems and Process Automation at The Back Room.

The shift to hybrid work amplified the strain even further. Without a centralized system, requests slipped through the cracks, communication broke down, and visibility across teams was almost nonexistent. IT requests alone could take up to three days to resolve, slowing productivity and frustrating employees.

“Before monday.com, we lacked visibility. If you can’t see what’s happening, you can’t take action — and that made it hard to grow with confidence,” says Buenavista.

What began as everyday inefficiency soon became a barrier to scale — signaling the need for a more connected, transparent, and resilient way of working.

The solution

Why monday.com?

The Back Room needed a single platform to connect its growing teams, automate manual work, and scale without adding complexity. After evaluating other tools, the company chose monday.com work management for its flexibility, rapid deployment, and ability to adapt to evolving business needs.

“monday.com was intuitive from day one,” says Buenavista. “It gave us the freedom to design solutions that fit us — powerful enough to automate thousands of tasks, simple enough for anyone to use. That flexibility made monday.com an immediate success across departments.”

Today, every department — from HR and IT to Operations — runs on a unified system that has become the foundation for scalable growth.

Building structure through automation

Implementation began in 2022 with a clear goal: reduce manual requests and free teams to focus on strategic work. The first monday.com boards replaced in-person HR and IT tickets, automatically routing requests to the right team members and tracking progress in real time.

Those early wins scaled quickly. The Back Room now automates more than 15,000 tasks each month, standardizing processes and eliminating bottlenecks across departments. What once took hours — or even days — now happens instantly, enabling faster, more consistent service delivery.

Connecting the employee journey

The Back Room manages the entire employee lifecycle within monday.com — from onboarding to offboarding.

When a new hire joins, automations trigger connected workflows across HR, IT, and Operations to handle everything from equipment setup to systems access. Every step is visible, accountable, and tracked in one place.

Even offboarding is seamless. Integrated with PandaDoc, monday.com automates clearance forms and e-signatures across departments, turning what was once a paper-heavy, multi-day process into a same-day workflow.

Driving visibility and accountability

With monday.com as its single source of truth, The Back Room gained real-time visibility across every team and process — turning data into decisions. Leaders can now track requests, monitor workloads, and identify issues before they escalate — transforming how decisions are made and work gets done.

“Today, we can see challenges the moment they arise — and act before they impact the business,” says Buenavista. “That visibility has completely changed how we operate.”

Average IT response times have dropped from up to three days to under one minute, while automated dashboards help teams plan proactively rather than reactively. What was once fragmented is now fast, transparent, and connected.

The impact

The Back Room’s transformation with monday.com has been both operational and cultural. By replacing manual workflows with connected, automated systems, the company has created a faster, more scalable, and transparent way of working.

By embedding automation across the organization, The Back Room now saves 33,000+ hours annually and has achieved an estimated 10x return on investment. IT requests that once took up to three days are now resolved in under a minute — a shift that has redefined efficiency and employee experience across the business.

Beyond the numbers, monday.com has given The Back Room’s leaders confidence in how work flows across teams. With real-time visibility into requests, capacity, and performance, they can focus on strategic growth instead of chasing information.

“monday.com gave us the visibility and structure to scale with confidence,” says Buenavista. “It’s become the engine behind how we operate, innovate, and grow.”

With its foundation now built on monday.com work management, The Back Room continues to evolve — expanding automation, deepening cross-department collaboration, and setting its sights on scaling to 1,000 employees in the years ahead.