WHAT DID THEY NEED?

Bento was looking to improve their Customer Service processes by leveraging key customer and sales data stored in Salesforce without needing to constantly compare data between separate systems. Bento needed to accommodate incoming support cases from several email addresses as well as web forms and assign those cases to the correct team of representatives to ensure the highest quality of support was given to their customers. They were also looking to automate initial case responses and utilize a library of response templates when communicating with customers. Managers and Executives were looking for the ability to view reports on key metrics and performance indicators to improve team efficiency and customer experience across their sales and service teams. Bento also deals with sensitive customer information on a daily basis and wanted to be sure that their data, as well as their customer’s data, would be protected.

HOW WE SOLVD IT

SOLVD migrated Bento’s existing customer support processes from Zendesk to Salesforce Service Cloud, integrating directly with existing Sales Cloud implementation to link customer accounts with incoming support cases. SOLVD implemented a robust set of security rules to ensure customer data was secured and only accessible to those with a direct need. SOLVD implemented automation, case queues, and case assignment rules to ensure cases went to the proper team and notified the customer that their request for help had been received. SOLVD configured the Case object with custom fields and page layouts to provide key information to sales reps at a glance. SOLVD built reports and dashboards to provide valuable information and metrics to managers and executives. SOLVD met with the end-users of the system to train them to make the best of the new system, as well as gather feedback for future changes and improvements. Bento employees are working in the system daily, and SOLVD and Bento have an ongoing engagement for system support, optimization, and improvement. Congratulations to Bento on exciting news, U.S. Bank has entered into an agreement to acquire Bento Technologies, known as Bento for Business, a fintech company based in Chicago and San Francisco that provides payment and expense management. The acquisition is part of the vision at U.S. Bank to bring payments and banking services together to simplify cash flow and money management for small businesses. Bento’s accounts payable-based software complements the bank’s existing Elavon and talech accounts receivable software solutions, providing U.S. Bank clients a holistic one-stop experience for both their accounts payable and accounts receivable needs.