LeasePlan is constantly on the move. “We’re always thinking: what’s next?” says Senior Project Manager Ron Baremans. From the transition to electric driving to car sharing, the company is continuously innovating. At the same time, excellent service must be provided to millions of drivers. The challenge lies in the enormous international complexity.
The Challenge: One Service Level in 25 Different Countries
The core of the challenge was complex: how do you automate service processes in over 25 countries, each with its own specific workflows, laws, and regulations? A one-size-fits-all solution would not work. LeasePlan needed a generic and scalable framework that could be configured to local and specific needs, complete with a 360-degree customer view for every employee.
The Solution: A Generic Framework with Local Specificity
Welisa designed an intelligent solution within Salesforce Service Cloud. They developed a generic model for the most common service cases, which could be adapted to local requirements in each country.
A complaint process is a good example. The steps are now standardized: from the automatic confirmation of receipt to internal routing, follow-up, and the final satisfaction survey. “All of these matters are now stored in Salesforce,” says Ron. The result is a complete case file and a 360-degree customer view. “We can now identify callers by their phone number. The call center agent opens the case and sees all past interactions.”
“You tell them what your problem is, and Welisa comes up with a technical solution. Which they then implement flawlessly.”
The Result: More Efficient Service and a Complete Customer View
The implementation, which Welisa completed in a year and a half, has significantly improved customer service. Employees can help customers faster and more effectively because they have immediate access to all the correct information. Questions about the order status of a new car, for example, can be answered instantly. This not only leads to a more efficient organization but, more importantly, a better customer experience.
A Driven Partner for a Complex Project
Ron is enthusiastic about the collaboration. “In one word? Driven. Welisa is deeply committed to a customer-centric approach.” The project included not only the technical implementation but also providing training to colleagues in various countries.
“You tell them what your problem is, and they’ll find a technical solution. If LeasePlan needs a Salesforce partner again, we will definitely come back to Welisa.”
