ChowNow
ChowNow is a commission-free online ordering platform serving over 22,000 restaurants across the United States. Founded in 2011, the company helps independent restaurants compete with large delivery marketplaces by providing branded ordering apps and websites.
80% reduction in SLA processing time during peak growth period
Client-facing teams resolve billing inquiries independently without involving finance
Finance team reclaimed hours previously spent fielding internal data requests
"Breadwinner cut our SLA processing during a busy time by 80%. Client-facing teams can now assist clients without needing to loop in the finance team."
Pertlita Ortega, Sr. Director Client Experience at ChowNow
Website
chownow.comIndustry
Restaurant Technology
Location
United States
Employees
500+
Finance System
NetSuite
Channels
Salesforce & Agentforce
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Challenge
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During rapid growth in 2020–21, ChowNow's client-facing teams in Salesforce had no access to billing and invoice data in NetSuite. Every time a restaurant partner had a billing question, support staff had to contact the finance team and wait for a response — creating delays for clients and pulling finance away from their core work.
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Solution
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Breadwinner synchronized NetSuite invoices, payment status, and billing details directly into Salesforce. Client Experience and Support teams gained immediate access to the financial data they needed to resolve inquiries independently — no handoffs required.
How ChowNow Cut SLA Processing Time by 80% During Explosive Growth
The Challenge: Scaling Support Without Scaling Headcount
When COVID-19 accelerated demand for online restaurant ordering, ChowNow’s business surged. Thousands of new restaurants joined the platform, and the volume of billing inquiries grew with them. But ChowNow’s client-facing teams worked in Salesforce while all financial data — invoices, payment history, account balances — lived in NetSuite.
Every billing question from a restaurant partner triggered the same workflow: a support rep would message the finance team, wait for someone to look up the account in NetSuite, and relay the answer back to the client. During a period when speed mattered most, this back-and-forth was unsustainable.
The Solution: Financial Data Where Support Teams Already Work
Breadwinner brought NetSuite billing data directly into Salesforce — invoices, payment status, and account balances appeared on every Account record. Client Experience and Support teams could now answer billing questions on their own, in real time, without a single message to finance.
No custom development. No additional NetSuite licenses. The integration went live quickly, right when ChowNow needed it most.
The Impact
SLA processing time dropped by 80%. Support teams stopped waiting on finance for answers they could now find themselves. The finance team — already stretched thin during a period of rapid growth — was freed from hours of daily information requests they never should have been handling in the first place.
“Breadwinner cut our SLA processing during a busy time by 80%.” — Pertlita Ortega, Sr. Director Client Experience, ChowNow
The efficiency gains came at exactly the right moment. With 22,000 restaurant partners relying on responsive support, eliminating the billing inquiry bottleneck meant faster resolutions, happier clients, and a finance team that could focus on scaling operations rather than fielding internal requests.