Welisa helped LeasePlan with solutions from Salesforce Service Cloud for workflows and the 360ᵒ customer view.
LeasePlan is becoming less of a traditional lease company, says Senior Project Manager Ron Baremans. ‘We are always thinking: what’s next? It’s all about mobility. LeasePlan, for example, is a leader in the transition to electric driving and we are fully engaged in car sharing.’ On top of that, normal service needs to be provided to all 1.7 million drivers in different countries. For every car, LeasePlan has to deal with different laws and regulations. Welisa has streamlined service processes in more than 25 countries using the Salesforce Service Cloud.
‘Whatever the case, Welisa has a technical solution’
Benefit from a complete customer profile
Ron: ‘With the Salesforce Service Cloud we wanted to automate the most common cases into a workflow. A complicating factor is that every country where LeasePlan is based has specific workflows. The solution had to be generic; the interpretation specific. Welisa came up with an excellent solution within Salesforce.’
Workflow in Salesforce
A good example of a workflow is a complaint. Answering complaints is human work, but you can put all the steps in a system. When a customer submits a complaint to LeasePlan, he will first receive a confirmation of receipt. A workflow will then run internally: an employee determines whether the complaint is clear. What kind of complaint is involved, who can resolve it, who is going to respond to it and within what timespan will the complaint be followed up? And once the complaint has been resolved, there follows a satisfaction survey. Ron: ‘All these things are now stored in Salesforce.’
From implementation to user training
‘Within a year and a half, Welisa had delivered the software, helped with the design and had given colleagues in different countries training courses in how to work with it,’ tells Ron. ‘The implementation of the workflow improved our customer service considerably. We have complete customer files: the 360ᵒ customer view. We already recognise the caller by the telephone number. The call centre employee opens the case and sees all interactions that have taken place. A question, for example, about the order status of a new car can also be answered immediately. We benefit greatly from it.’
A dedicated partner
Ron is enthusiastic about Welisa. ‘In a word? Driven. Welisa is dedicated in customer-oriented working. This means everything reaches a good conclusion. Just say what you are up against and Welisa will have a technical solution. They will then implement it flawlessly.’ What’s next? ‘Should LeasePlan need a Salesforce partner again, we will definitely use Welisa.’