Analytics
UX/UI Design

Darwin Transforms Bennie's Support, Reducing Tickets by 40% and Increasing Customer Satisfaction by 30%

About the client

Bennie, a leading player in employee benefits and workplace wellness, empowers companies to create healthier and more fulfilling environments for their teams. From inefficient navigation to limited flexibility in Salesforce integrations, the outdated platform frustrated users and diminished their trust.

DarwinApps partnered with Bennie to build a custom, branded solution that resolved these pain points.

The Results

50%
faster task completion rate
30%
boost in user trust and loyalty
Seamless integration
that reflects Bennie’s brand identity

Introduction

Mission
Driven by their thoughtful and health-focused mission, Bennie delivers innovative solutions to improve workplace experiences and employee engagement.
Problem Overview
However, their previous support portal fell short of the company's high standards. It lacked usability, a unified brand identity, and seamless integration, making it difficult for users to engage effectively.  To address the need for an enhanced customer support experience, Bennie partnered with DarwinApps to transform their support portal, aligning it with their mission and values.

The Problem

Bennie’s outdated support portal was causing significant operational and experiential challenges for both their team and customers.

Key issues

Inefficient support portal design

Supporting companies in building innovative software solutions and platforms that drive digital transformation. From automation to cloud services, we partner with leaders in this ever-evolving field.

Integration issues

Bennie struggled to integrate the portal with existing platforms without disrupting their well-established brand experience—a critical factor for maintaining consistency across touchpoints.

Lack of brand alignment

The outdated platform didn’t reflect Bennie’s vibrant and trustworthy brand. A mismatch between branding and customer tools diminished the company’s ability to foster trust and loyalty.

Declining customer trust and engagement

A subpar interface contributed to customer dissatisfaction, reducing engagement and making it harder for Bennie to strengthen relationships with their user base.

Limited flexibility in Salesforce

Requiring custom work and CSS overrides to meet Bennie’s specific needs, Salesforce’s standard functionalities constrained the platform’s adaptability and added complexity during implementation.

The Solution

Bennie’s outdated support portal was causing significant operational and experiential challenges for both their team and customers.
1

Custom portal development

Darwin built a fully customized support portal incorporating CSS overrides and unique functionalities to address Bennie’s needs. This ensured the system would not just work—but work exceptionally well within Bennie’s operational framework.
2

Enhanced UI/UX design

The intuitive interface was engineered to ensure effortless navigation and efficient task completion. The new design significantly reduced user frustration and improved the overall support experience.
3

Seamless integration

The support portal was seamlessly integrated into Bennie’s existing systems without disrupting the brand experience. Its smooth functionality maintained operational consistency and user engagement.
4

Brand identity alignment

Darwin ensured the portal design reflected Bennie’s unique branding, reinforcing a cohesive customer experience aligned with Bennie’s mission to promote healthier workplaces.
5

Performance optimization

By implementing speed and efficiency upgrades, the new portal enabled 50% faster task completion rates, improving both back-end operations and customer-facing interactions.

By implementing speed and efficiency upgrades, the new portal enabled 50% faster task completion rates, improving both back-end operations and customer-facing interactions.

want the same

Key Outcomes

The collaboration between Bennie and Darwin delivered substantial and measurable results that transformed the customer experience and strengthened Bennie’s brand presence.
50% faster task completion
The intuitive navigation and enhanced efficiency of the support portal empowered users to complete tasks in half the time
30% boost in user trust and loyalty
By aligning the portal with Bennie’s branding and improving the overall experience, customer trust and engagement surged.
Seamless brand alignment
DarwinApps ensured that the support portal not only performed well but looked and felt distinctly “Bennie.” Every interaction reinforced the brand’s mission and identity.
Flawless integration
The updated portal integrated smoothly with Bennie’s existing systems, maintaining consistency and functionality across platforms.

Before-and-After Comparison

Metric

Task completion time
User trust and loyalty
Branding consistency

Before

Slow and frustrating
Low trust due to outdated UI
Misaligned with Bennie’s values

After

50% faster, seamless
+30% improvement
Fully aligned and cohesive

Client Feedback

By partnering with Darwin, Bennie successfully overcame the challenges of their outdated support portal, delivering a forward-thinking solution that empowers their customers and strengthens their brand.

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