A SaaSy New Year: Why We Practice What We Preach in 2026

As we toast the start of 2026, we’re doubling down on the philosophy that has always defined us: Customer Experience (CX) and Employee Experience (EX) are two sides of the same coin.

The secret to a flawless 2026 isn't just about having the best tools; it’s about how those tools talk to each other to create a seamless ecosystem. To kick off the year, we wanted to pull back the curtain and show you exactly how we use the industry’s leading platforms - Intercom and monday.com, to deliver the world-class service we’re known for.

The Front Line: Using Intercom for World-Class CX

In the world of SaaS, customers don’t want to wait hours for an email response; they want a conversation now. We use Intercom not just as a chat tool, but as our Central Intelligence Hub for customer success.

Proactive Support: We don’t wait for things to go wrong. Using Intercom’s outbound tools, we reach out to our customers with personalised content and tips based on their usage.

The Power of Fin AI: By leveraging Intercom’s AI agent (Fin), we ensure our customers get instant, accurate answers to common queries anytime, while our human experts stay focused on solving complex, high-value strategic challenges.

Context is King: There is nothing more frustrating than repeating your problem to three different people. Intercom gives our team a full 360-degree view of the customer journey, so every interaction feels like a continuation of a single, cohesive story.

The Engine Room: Using monday.com for Flawless EX

You can’t deliver a SaaSy experience to customers if your internal team is drowning in spreadsheets and silos. We believe that Employee Experience (EX) drives CX. That’s why monday.com is the heartbeat of our operations.

Transparency & Autonomy: Every project, from a new client implementation to a simple internal task, lives on a monday.com board. This eliminates "where are we at?" meetings and empowers our team to own their workflows.

Automation of the Mundane: We practice what we preach by automating repetitive tasks. This ensures nothing ever falls through the cracks.

Collaborative Culture: monday.com isn't just a project tracker; it’s where we celebrate wins, share feedback, and stay aligned on our goals. When employees feel supported by their tech stack, they have more energy to support our clients.

The SaaSy Synergy: Where CX Meets EX

The magic happens in the integration. By connecting Intercom (our voice to the world) with monday.com (our internal engine), we’ve created a closed-loop system.

When a customer provides feedback via Intercom, it’s automatically piped into our development or management boards on monday.com. Efficiency, scalability, and human-centric tech are precisely how we run our own office every single day.

Looking Ahead into 2026

This year, our resolution is simple: to continue proving that services are better when the best technology powers them. We aren't just consultants; we are daily users of the platforms we recommend.

If you’re looking to make 2026 the year your customer and employee experiences finally align, we’re here to help you build that bridge.

Happy New Year from all of us at The SaaSy People! Click here to learn more.