John Taylor Dubai Transformed IT Support and HR Leave
Management with monday.com
John Taylor is an international luxury real estate company with a presence across Europe, the USA, and the UAE. Its Dubai operations needed a more structured way to manage internal IT support and HR leave processes.
The Challenge
John Taylor Dubai was managing IT support requests through email and WhatsApp, which made it difficult to centralize requests, assign ownership, and track resolution.
The team faced several challenges:
- Duplicate IT requests across different communication channels
- Manual ticket assignment and follow-ups
- Limited visibility into ticket priority and SLA performance
- No centralized reporting on IT support activity
- Manual HR leave requests, approvals, and balance tracking
- Risk of leave being approved beyond employee entitlement
John Taylor needed centralized workflows that could automate these processes while giving IT and HR teams real-time visibility.
The Solution
 As a monday.com Platinum and CRM Specialist Partner, Meta Lean designed and implemented two monday.com workflows for John Taylor Dubai:
- IT Support Ticketing
- HR Leave and Attendance Management
Both solutions were delivered within 2 to 3 days.
Key Phases of Implementation
Centralized IT Ticketing with monday Service
Meta Lean implemented a structured IT support workflow in monday Service. Requests are submitted through a centralized intake process and automatically categorized by ticket type and subcategory. Automations route tickets to the relevant specialist, removing manual assignment and improving ownership visibility.
AI-powered priority classification identifies critical and high-priority requests, while duplicate detection helps reduce repeated tickets and unnecessary work.
Self-Service Portal
John Taylor employees can submit and track IT requests through a customized portal without requiring a monday.com license. The portal interface can be tailored to the organization’s requirements, and access can be restricted to approved domains for controlled external use. Requesters also receive updates through email and the portal, keeping them informed throughout the ticket lifecycle.
IT Performance Dashboard
A custom dashboard built with the Vibe app provides live visibility into IT performance. The dashboard tracks ticket volume, SLA compliance, ticket priority, validation rates, and resolution statistics.
Within the first 30 days, the system processed more than 92 tickets, with 57% SLA compliance and 41.3% of tickets classified as critical or high priority.
Automated HR Leave Management
Meta Lean implemented a structured HR leave workflow using monday Service. Employees submit leave requests with details including leave type, dates, reason, and supporting documentation. Requests are automatically routed to the relevant approver, while rejection and cancellation actions require a reason for accountability. Leave balances are calculated automatically and checked during the approval process, and requests that exceed available entitlement are flagged for review.
HR Dashboard and Leave Calendar
A live HR dashboard provides visibility into pending and approved leave, leave types, approval rates, monthly trends, and employee leave balances. A shared leave calendar gives a consolidated view of employee leave for workforce planning.
The system also surfaced significant negative leave balances, including cases of -35 days and -18 days, giving visibility into issues that the previous manual process had not effectively controlled.
Impact
The implementation centralized John Taylor Dubai’s IT support and HR leave processes on monday.com, replacing scattered communication and manual tracking with automated workflows and real-time reporting.
Key Learnings
- 92+ IT tickets processed within the first 30 days
- 57% SLA compliance tracked
- 3% of tickets classified as critical or high priority
- 2 to 3 days to implement both workflows
- Automated IT ticket routing and notifications
- License-free portal access for IT requests
- Automated HR leave balance calculations and entitlement checks
- Centralized dashboards for IT and HR visibility
The workflows were also designed as a flexible framework that can be adapted for additional departments and internal processes.
Meta Lean turned our scattered IT requests into one system we can see and measure. Nothing slips through the cracks now.
Operations Manager, John Taylor Dubai
Why Meta Lean?
Meta Lean combines monday.com implementation, workflow automation, AI, and custom dashboards to build solutions around each client’s operational requirements. As a monday.com Platinum and CRM Specialist Partner, Meta Lean helped John Taylor Dubai centralize IT support and HR leave management in a connected, automated environment.
