Mooijer-Volendam manages everything under one roof, from the traditional smokehouse to the cold store and transportation. Customers, ranging from local fishmongers and restaurants to large supermarket chains like Carrefour, choose Mooijer-Volendam for its quality and excellent service.
The Challenge: Personal Attention at Scale
With a growing number of salespeople and new customers signing up daily, maintaining personal attention at scale became a challenge. Business Developer Roy van Santen notes, “A good customer system was desperately needed.” Information about customer contacts was not centralized, and it was difficult to see if a client needed extra attention.
The Solution: A Central System for the Entire Team
Welisa implemented Salesforce as a single source of truth for the entire team. The solution focuses on three core processes:
- New Customer Onboarding: Customers who sign up via the website now go through a smooth process up to their first order, with all information correctly registered.
- Internal Collaboration: All customer interactions are logged. “Now that we put everything in Salesforce, we all know what has been discussed with a customer,” says Roy.
- Proactive Relationship Management: The system signals when an existing customer has not placed an order for a while.
The Result: Proactive Service and Better Collaboration
The biggest gain for Mooijer-Volendam is the ability to approach their customers more proactively and provide the high level of service they are known for. Internal collaboration has significantly improved because everyone works from the same, complete customer view. Although the salespeople are still getting used to the new system, they clearly see the benefits of the new way of working.
“If a customer hasn’t ordered in a while, we see that and can actively reach out to ask what’s going on.”
A Partner That Understands the Business
The collaboration with Welisa was seamless. “It went very smoothly,” says Roy. “We explained what we needed, and Welisa understood it perfectly. They listen carefully and then apply their experience from previous projects.” The result is a well-thought-out solution that perfectly matches the needs of the Volendam fish wholesaler.
