Molco Car Parts supplies around 15,000 garages and 10,000 private customers in six different countries. The complexity of the business is immense. “For a single car model, a part often differs by manufacturing year,” explains Marketing Manager Bram Wolters. “Add to that 250 car brands and logistics in five languages, and you have a mountain of information.”
The Challenge: A Mountain of Fragmented Information
Previously, all this information was scattered across various systems and countless Excel reports. For the 34 employees in sales and service, getting a complete picture of a customer was a time-consuming task. This hindered fast, effective service and made targeted marketing impossible. The challenge was to centralize all this data.
The Solution: One Clear Customer Card for Everyone
Welisa built one clear overview in Salesforce: a central customer card that forms the heart of the operation. It displays all relevant information at a glance. Thanks to an integration with the ERP system, the card not only contains contact moments but also the complete order history.
Additional tools were configured for specific teams:
- The field sales team plans efficient routes using a Maps application.
- The marketing team targets customers with Marketing Cloud, personalized based on data and in the correct language and tone.
“With one clear customer card, we can now help customers quickly and effectively.”
The Result: Faster Service and Targeted Marketing
The new way of working puts an end to the labor-intensive process of using separate reports. “It saves a lot of time,” Bram confirms. The 34 colleagues who have daily customer contact now have the exact same information, allowing them to help customers better and faster. Moreover, Molco can now set up targeted marketing campaigns. “For example, if a garage deals a lot with Toyota, we can show them what we have to offer.”
An Enthusiastic and Accessible Partner
The collaboration with Welisa remains strong even after the go-live. “Welisa is enthusiastic and very accessible,” says Bram. “We can still easily get in touch with them if something isn’t entirely clear.” Molco is looking forward to the next steps, such as integrating their telephone system and using AI for even smarter customer service.
