"We are able to deliver a higher level of customer service, which gives us a big competitive advantage."

Harrison Hersch

DishOut Drives Competitive Advantage with Quick Base Webhooks

DishOut, an innovative payment processing provider, prides itself on responsive customer service, so making it easy for employees to deliver results is a top priority. Quick Base Webhooks, a built-in feature that enables DishOut to automate workflows in Quick Base and other systems, has helped the company streamline several key processes, including shipping and help desk activity tracking. The results are an estimated $80,000 savings in professional services costs, almost 400 hours per year saved in labor associated with logistical processes, and better customer service overall.

Challenge

  • Streamline time-consuming shipping and tracking processes
  • Centralize help desk e-mail communications and improve alerting functionality to accelerate response
  • Maximize operational speed and accuracy especially during busy times

Solution

  • Quick Base Webhooks for creating trigger-based integrations with other cloud systems
  • Automated workflows across Quick Base and other systems

Benefits

  • Estimated savings of $80,000 compared to custom integrations and solutions
  • 400 hours per year saved by automating shipping processes
  • Faster customer onboarding and proactive customer service
  • Better, faster service for competitive advantage

Creative Solutions That Keep Cash Flowing

DishOut excels at innovation. The company's core business is building value-added transaction processing solutions that drive merchants more business through partnerships with universities, hotels and other businesses. For example, DishOut provides back-end payment processing that allows college students to use their campus cards at off-campus merchants.

DishOut makes its payment processing solutions even more indispensable by pairing them with fast and responsive customer service. Quick Base has been key to that effort for the past five years, helping turn manual processes into automated ones across the companys entire operational backend.

To deliver even better service to its customers, DishOut sought to integrate Quick Base with several other cloud solutions in its application ecosystem to streamline workflows and save time from manual processes such as generating shipping labels. The release of Quick Base Webhooks gave DishOut just the capability it needed to automate several processes without a heavy investment in custom coding.

"Quick Base Webhooks, combined with Zapier, has enabled our team to gain efficiency in their logistics process as well as increased our customer satisfaction," says Brett Silberman, COO of DishOut.

Automated Shipping Gets It There Faster

On any given day, DishOut receives numerous orders for new or replacement point-of-sale terminals. During busy times, such as the start of a new school year, that number can increase significantly. The ability to quickly handle these orders was hindered by a time-consuming shipping and tracking process that could take up to two hours, or longer, per day.

Each time an order or return request was submitted, a staff member had to key in shipping details (such as order identification number, address, parcel weight, and shipping method) from a Quick Base table to a spreadsheet, which was then imported to FedEx or UPS systems. Any data entry mistakes could delay shipping.

Once the information was processed by FedEx or UPS, the carriers tracking number had to be keyed back into Quick Base, and shipping labels queued for printing. A sticker containing the Merchant Terminal ID (TID) and support phone numbers was then printed out on a special printer and affixed to the terminal before shipping.

All that has changed since the release of Quick Base Webhooks. Now, an employee simply clicks a button in Quick Base to generate a shipping label. Webhooks sends the relevant data to Zapier, which in turn triggers a series of actions that ultimately generate a shipping label from FedEx, update the appropriate Quick Base record with the FedEx tracking number, and print the shipping label from a printer in the DishOut office. If the shipment requires a TID sticker, a second webhook triggers automated printing of the sticker from a different printer.

The entire process is complete in less than half of a minute.

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"With a few button clicks, our staff can generate potentially three different labels on two different printers in under 30 seconds. Our employees love it and we can expedite orders to our merchants and our partners merchants," Harrison Hersch, Vice President of Technology, DishOut.

Faster Helpdesk Response

Quick Base Webhooks have also helped streamline DishOut's help desk processes by integrating Quick Base with the company's email system to automatically store all emails and email attachments in a thread in Quick Base and append them to ongoing emails between the customer and DishOut.

When a help desk employee accesses and responds to a ticket, Webhooks sends a message to Zapier which consolidates and formats all related correspondence to create a historical preview. Zapier then sends that e-mail record with the most recent correspondence and any attachments to the customer or partner, so they can easily see progress to resolution. With greater visibility into ticket volume, speed of response, and other key details, helpdesk resources can be better managed for optimized response.

"Quick Base Webhooks and Zapier have been integral in enabling us to provide an even better helpdesk experience," says Hersch.

Bringing Customer Service to New Heights

With its ability to help automate and optimize day-to-day processes, Quick Base Webhooks has made an impact across the organization. Not only have Quick Base Webhooks helped eliminate manual tasks — allowing the company to reclaim hundreds of hours a year toward growing the business and better serving customers — but also save an estimated $80,000 in application coding costs to create similar solutions.

"Using Quick Base Webhooks to automate our shipping process has been transformative. We are able to deliver a higher level of customer service, which gives us a big competitive advantage," says Hersch.

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