About Maaltijd Thuis
Maaltijd Thuis takes care of its customers by preparing and delivering delicious, fresh meals. With a strong focus on customer care, Maaltijd Thuis provides personalized service and a flexible assortment, playing a vital role in the lives of its customers. Customer satisfaction and continuity are their top priorities.
The situation
Maaltijd Thuis serves a vulnerable audience that depends on reliable, timely deliveries and tailored meal options. Their current ERP system lacked the flexibility and scalability required to support these needs, limiting both their service level and growth opportunities. To fulfill their mission and ambitions, a modern, flexible system was essential.
“We noticed that our customer service agents were spending too much time switching between systems, which impacted the speed and quality of our service.”
The solution
Welisa implemented a complete Salesforce CRM system at Maaltijd Thuis, consisting of Sales Cloud and Service Cloud, integrated with their telephony system and existing ERP. This integration enables Maaltijd Thuis’ customer service team to access all customer information and order history from a single, centralized interface. Additionally, Welisa designed a franchise portal to facilitate smooth communication between customers, Maaltijd Thuis, and franchisees.
- Sales Cloud provides an overview of new and existing customers, enabling staff to proactively address needs and opportunities.
- Service Cloud centralizes all customer interactions and provides insights into open and resolved cases.
- Telephony integration ensures that customer information is immediately visible during incoming calls, reducing wait times and speeding up assistance.
- ERP integration allows real-time access to order and billing data, ensuring a consistent customer experience and reducing errors.
The franchise portal enables franchisees to log in to their own environment and access essential order and customer information.
“With everything in one place, we can now truly offer tailored service. Every question is answered immediately, without putting customers on hold.”
The results
The implementation of Salesforce CRM at Maaltijd Thuis has significantly improved their service processes and made the organization scalable for future growth. The integration with telephony and ERP has greatly reduced the response time of the support team, enabling Maaltijd Thuis to respond faster to customer needs and achieve higher customer satisfaction.
- Efficiency: Employees save time by no longer switching between systems, which boosts productivity.
- Customer Satisfaction: Streamlined customer interactions and shorter wait times have noticeably increased customer satisfaction.
- Scalability: The new CRM system is future-proof and allows processes to be expanded and adapted to new developments.
- Future-Ready: The implementation paves the way for continuous digital improvements.
Do you want to work more customer-focused and productively? Contact us and discover the possibilities!
