Rebuilt monday CRM invoicing into an industry-standard Quotes & Invoices experience. Satisfaction rose from 3.3 to 4.2, discoverability grew 12%, and retention grew 8%.
TL;DR
Our invoicing feature scored 3.3/5 and pushed larger customers toward third-party tools. I led the redesign into Quotes & Invoices: templates, a central tracking board, CRM-connected catalogs, and live document preview. Satisfaction rose to 4.2, discoverability grew 12%, and retention grew 8%.
Context
Post-sales drives retention and long-term revenue. If quoting and invoicing break trust after the deal is won, customers start looking elsewhere. Quotes & Invoices had to feel native to monday CRM: pull contacts, products, and deal data from existing boards, then produce documents teams could send with confidence.
Problem
- Feedback score of 3.3/5
- Bugs, unsaved invoices, no smart defaults, lots of manual work
- Many users never found the feature
- No shared templates, no product catalog connection, weak tracking
- Mid-market and enterprise accounts paid extra for tools like QuickBooks
What users told us
We need a centralized area to view all invoices. We have many salespeople but want all invoices to look the same. We need our invoices to carry our company branding.
Role
I ran discovery with enterprise customers, defined product strategy with go-to-market, led design sprints, and drove usability testing before build.
What didn’t work
An early direction focused on brand themes. Users ranked it low, so we moved deeper branding to a later phase. Testing also surfaced a strong need for payment integrations we had not planned for first release.
Solution
Shipped as a first-class monday CRM surface that replaces the older Quotes & Invoices experience:
- Discoverability: open Quotes & Invoices from CRM navigation, a dedicated board column, or the item card
- One home for documents: every quote and invoice lands on a central Quotes & Invoices board for status, filtering, and follow-up
- Templates: shared and default templates so every rep’s document looks the same; serial formats, locale, currency, and section structure live in settings
- CRM-connected setup: link deals, recipients from Contacts, and a product or services catalog board so line items fill from real CRM data
- Live edit and preview: edit fields with a live document preview, then create and download a PDF
- Adjustments and branding: discounts, taxes, fees, logo, signature, and footer terms
- Workflows: automations and workflow builder on the tracking board for status changes and payment reminders
- Later path: payment-link affordances and deeper payment integrations after the core document system shipped
Impact
| Metric | Result |
|---|---|
| Satisfaction | 3.3 to 4.2 (+27%) |
| Discoverability | +12% |
| Retention | +8% |
Takeaway
In an MVP platform, every feature counts. Build only what users truly need, wire it into the system of record they already use, then listen for what they did not say in the brief.