When a customer orders groceries through the Superbuddy.nl platform, a personal shopper (Buddy) goes to the supermarket and gets these provisions. The groceries from the customer’s trusted supermarket are delivered to their home within two hours.
Welisa is SuperBuddy’s implementation partner.
Eline Stolk, Manager Customer Care at SuperBuddy
‘SuperBuddy is currently still in the start-up phase, but this can change quickly. We started SuperBuddy three years ago. From the moment we started, we have been constantly renewing ourselves. Our team consists of a young group of people, for whom innovation and creativity are paramount. We are technology driven, but the personal connection with the customer is always key. Our processes are made from the customer’s perspective. We have chosen Welisa because Welisa underlines this customer concept.’
We keep coming back to Welisa because they don't think in terms of problems, but in terms of solutions.
Welisa & SuperBuddy
‘Precisely because we are a start-up, we thought carefully about how we could set up the best possible customer-oriented organisation. We undertook thorough market research to find out which CRM system best suited SuperBuddy. Salesforce came out on top in our test. Then we went looking for an implementation partner that could adapt quickly, had experience with Salesforce and was suitable for a start-up. That was and is Welisa. It’s great to interact with someone who understands your business, who dares to think outside the box and who does not shy away from critical questions. This professionalism was very valuable to SuperBuddy.’
Ready for use in a couple of weeks
‘Aftersales is an important tool for SuperBuddy to accurately chart customer data and wishes. This is why we call every customer fifteen minutes after receiving their groceries. We ask them about their experience, whether all the groceries were correct and what could be done better. We record the results in Salesforce. This application was set up and implemented by Welisa in just a couple of weeks. We can now analyse what is going well, but we can also see how we can improve serving our customers.’
Road Trip provides clarity
‘Welisa helped us gain insights into our customers. An ideal part of the Welisa process is the road trip, which can always be followed via the Welisa Community: it contains all the wishes, actions, tasks and planning, so that we are precisely informed of the progress and can contribute to the result ourselves. We can also communicate directly with the developers. There is more Salesforce on the agenda for this year. We keep coming back to Welisa because they don’t think in terms of problems, but in terms of solutions.’