Project Description

“We wanted to update our outdated broker platform, but the most important part of the project was providing a higher level of transparency to our customers so we could better service them and their clients. Keste’s expertise helped us create a way to show our customers we combine our service with technology, far surpassing our competitors.”

Project Manager, BenefitMall

Fuel Growth with Partner Communities

Serving a large network of payroll partners, BenefitMall needed to improve user experience by providing their brokers with features that were lacking in their homegrown legacy system. Beyond improving service and increasing sales and revenue, the company hoped to lower internal costs and reduce operational support calls by adding self-service capabilities to the partner experience.

Challenge:

  • Partners struggled to effectively identify opportunities for up and cross selling
  • User frustration caused by sluggish, disconnected manual and digital experiences, poor communication tools and lack of business intelligence
  • High support call volumes indicated trouble with existing system, and resulted in steep internal operational costs

Solution:

BenefitMall engaged Keste to build an integrated custom partner community that  would help brokers to sell more, and faster, with a seamless experience that gives unprecedented visibility into customer accounts and lifecycles, and omnichannel support to provide help where it’s needed, when it’s needed

  • Custom Salesforce Community Cloud implementation
  • SSO omnichannel support, including Live Agent chat, email, web and phone based options
  • Multiple API / Batch Integrations
  • Telephony integration for one-touch call transfers
Download the Case Study