How Kasasa transformed customer support with Salesforce and AI
Discover how Kasasa partnered with Zennify to launch a fully branded, AI-powered support experience, improving client satisfaction, streamlining case resolution, and driving internal efficiency.
About Kasasa
Kasasa is an award-winning financial technology and marketing provider for community banks and credit unions. Serving over 900 institutions, they empower local banking through branded retail products, marketing tools, and expert consulting services.
Kasasa sought to deliver a consistent, efficient support experience across all partner touchpoints. Without a centralized system, support was fragmented, resulting in slower response times and less visibility into issue resolution.
They needed a scalable solution that could simplify client interactions, improve transparency, and route requests more intelligently.
The Zennify Solution
Clouds implemented
Service Cloud, Experience Cloud, Einstein Chatbot
Key features
Case Wizard, AI Chatbot, Skills-Based Routing, Knowledgebase
Processes improved
Case intake, support workflows, agent routing
Time to launch
3 months
Strategy
In just three months, Zennify created a personalized Kasasa customer experience for all touchpoints, including:
- Case Wizard: Kasasa clients can now submit and track their cases thanks to Experience Cloud self-support with knowledge.
- Kasey the Kasasa Bot: Using Experience Cloud paired with Einstein Chatbot (including Natural Language Processing), Zennify created Kasey the Kasasa Bot for immediate customer resolution. The chatbot identifies the issue a client is facing and routes it to the appropriate support agent. If an agent is unavailable, clients can create a case using Kasasa’s Case Wizard right in the chat window.
- Skills-Based Routing: Using this feature, all cases and chats land with the right support agent to ensure client issues are resolved as quickly as possible.
- Knowledgebase: Kasasa’s interactive and intuitive knowledgebase uses Experience Cloud paired with Einstein Chatbot—which Zennify trained for AI functionality and skills-based routing—for a more streamlined, transparent, and efficient user experience.
The custom branded Kasasa Service Center provides Kasasa the cohesive experience they were seeking, while also improving employee productivity and engagement.
Results that speak for themselves
Clients can now submit, track, and resolve support cases with ease
Live chat and chatbot provide immediate help, reducing response time
Kasasa launched a branded self-service community, improving client engagement and internal productivity
