MYLAPS is a “small multinational”: it doesn’t have a massive workforce, but it does have a global customer base and the need to innovate continuously. “In terms of technology, we are always ahead of the curve,” says Bouke Oortwijn, Business Process & Information Manager. “By smartly designing our processes as well, we have created a well-oiled sales and service organization.”
The Challenge: A Fragmented Customer Portal
To achieve its planned growth, a professional online customer experience was essential. The reality was different. MYLAPS had a whole landscape of applications, each with different logins. This was cumbersome for customers and inefficient for the internal organization. The challenge was to transform this into a single, central environment where customers could manage everything themselves.
The Solution: One Central B2B E-commerce Platform
MYLAPS had been using Salesforce since 2012 but needed an expert partner by late 2016 to make bigger strides. “With Welisa, we brought an enormous amount of knowledge in-house,” says Bouke.
The collaboration resulted in a step-by-step transformation of the customer portal:
- Single Sign-On: First, the chaos of different logins was resolved, giving customers access to everything with a single account.
- B2B Webshop: The portal was then converted into a full-fledged webshop using OrderCentral. Welisa built a solution capable of handling MYLAPS’s complexity: custom order processes for each client, different languages, currencies, VAT regulations, and shipping options.
- Self-Service Help Center: Using Salesforce Knowledge, an extensive online knowledge base was built, allowing customers and consumers to find answers to their questions themselves.
The Result: A Win-Win for Sales and Customers
The new environment creates a clear win-win situation. Sales, payments, and customer service now run largely automated through the shop. Customers benefit from a clear and fast ordering process. The sales team no longer has to deal with the operational handling of orders.
“Thanks to our new B2B webshop, our sales colleagues can focus on new markets. It’s a win-win!”
A Partner Who Shares Knowledge
Welisa’s strategic role was crucial. “It’s ideal that Welisa thinks along with us to find solutions, proactively gathers information from our colleagues, and always keeps our goal in mind,” says Bouke. A key aspect of the partnership was knowledge transfer. “Welisa shared their expertise with our colleagues, so we can continue to develop it ourselves.” This exemplifies a partnership focused on the long term, designed to truly empower the client.
