Industry: Entertainment / Recreation
Location: Burbank, California
Client Since: 10/18/2024
Batcade, a well-loved batting-cage venue based in Southern California, came to MONA with a desire to resolve growing frustrations with their former payment processing partner. They sought a more transparent, supportive, and streamlined experience that aligned with their business goals. An employee connection sparked the introduction, but it was MONA’s professionalism, clear communication, and competitive pricing that truly stood out during the initial consultation. Our team invested time and effort into thoroughly addressing every concern, ensuring clarity around rates, expectations, and post-implementation support through detailed Zoom calls and personalized presentations. This thoughtful, high-touch sales experience helped build trust before the partnership officially began.
Once the contract was signed, the onboarding experience took shape. Though the process wasn’t without a few early challenges, MONA stepped in immediately to minimize stress for Batcade. Our team acted as an effective liaison, handling escalations and clarifying technical concerns so the business owner didn’t have to wade through the complexity alone. The merchant expressed particular appreciation for MONA’s ability to absorb those pressures, saving them the headache of navigating the Processor directly. The experience, while initially bumpy, reaffirmed MONA’s value through attentive service and unwavering support. As the client emphasized, “MONA was helpful as much as they could be since Day 1… They provide very good customer support and save me a lot of extra work.”
Training and implementation were delivered with a personal touch. Cristina, MONA’s CEO, visited Batcade in person to assist with the go-live process—a gesture that demonstrated our commitment to relationship-first service. While much of the system training came from the Processor, MONA provided critical supplementary help, especially with PCI compliance and ongoing configuration adjustments. Our team offered comprehensive and easy-to-digest presentations before launch, creating a strong foundation for client confidence and ensuring they understood every part of the process. Despite the challenge of time zone differences, Batcade adapted quickly and emphasized how seamless and dependable MONA’s team had been from the very beginning. The client noted, “They’ve been there for me every step of the way.”
One of the most compelling aspects of Batcade’s feedback centered on our customer support—an area where MONA continually aims to exceed expectations. The client highlighted not just our responsiveness, but the intentional structure of our communication. Each inquiry was met with thorough responses, carefully formatted so they could easily follow answers point by point. This attention to detail created a smoother, less stressful experience and built trust with every exchange.
Since working with MONA, Batcade has seen a marked improvement in their operational flow—especially in the realm of payment support. Though their experience with the Processor remained mixed, they expressed full confidence in MONA’s ability to advocate on their behalf. The greatest benefit they experienced was peace of mind. No longer burdened by lengthy phone calls or ambiguous information, the client now relies on MONA to bridge the gaps, answer questions, and resolve issues quickly and clearly. That “behind-the-scenes” support made a meaningful difference, even if their customers didn’t directly perceive it. As they summed it up, “They’ve made my life a LOT easier.”
In reflecting on their journey, Batcade offered high praise for MONA and did not hesitate to recommend our services to others in the industry. In their own words: “There’s no one I’d rather work with.”
Key Takeaways
- Client Challenge: Poor support and unclear pricing from a previous provider.
- MONA Advantage: Transparent pricing, high-touch onboarding, personal support from leadership, and world-class post-sale service.
- Results: Significant reduction in merchant stress, stronger confidence in managing processing issues, and a trusted long-term relationship.