Bouke Oortwijn, Business Process & Information Manager, knows the company inside and out. ‘MYLAPS is a small multinational. Not in employee numbers, but in the customers that are located around the world and our mission to adapt quickly to new developments. From a technological point of view we are always ahead. In addition to that, we have built a smooth and effective sales- and service organization, managing our processes in a smart way with Salesforce.
‘Thanks to our new Salesforce B2B webshop, our sales team can now shift their focus to new markets.’
Welisa sets to work with MYLAPS company goals in mind
Starting out as an IT professional, Bouke soon also picked up the business and financial processes. In 2012, he introduced Salesforce CRM and implemented the CRM system at the sales offices in Haarlem, Sydney, Atlanta and Tokyo. How did MYLAPS end up at Welisa? ‘We needed extra support at the end of 2016 due to the increasing use of Salesforce in our organisation. There is a great shortage of Salesforce experts. With Welisa we immediately had lots of expertise at our disposal and were able to make great strides. What is perfect is that, Welisa thinks in terms of solutions, even collecting the information from colleagues itself and always keeps our goal in mind.’
Like every company, MYLAPS wants to grow. A good shop is an important tool. MYLAPS already had a portal for customers. Or rather: a whole landscape of applications with all different logins. So it was time for 1 environment with 1 login. Bouke: ‘First we introduced Single-Sign-On. Then we transformed the portal into a shop offering the customer an excellent buying experience. The benefits are endless for both B2B customers and consumers. Welisa has also shared its Salesforce expertise with our colleagues, so that we can continue to use it ourselves.’
The Welisa e-commerce shop creates a win-win situation
The MYLAPS shop is exceptional. Every customer has their own customised ordering process. For example, they can order transponders, decoders and time registration systems for their own sporting event. MYLAPS also has to deal with different languages, currencies, VAT arrangements and shipping options. The complete sales, payment and Customer Service now go through the MYLAPS Shop with minimal intervention from the Sales department. Our prices are clear and customers can order directly. This way we can do business quickly. An extensive Help website has been built for both business and consumer markets with the help of Salesforce Knowledge.