In the middle of digitalizing its business, Wilink was looking for a tool to centralize all customer interactions in one place to provide a 360-degree view of this customer relationship.
Wilink is a Belgian company working in the brokerage industry, which offers tailor-made solutions for individuals and businesses in the fields of insurance, investments, real estate and mortgage credit.
The company employs 350 people across 22 points of sale and prides itself on having around 100,000 customers that it helps choose and manage their insurance, and optimize their assets by offering advice on investments such as real estate, to give just one example.
The CRM project began in 2017 and has been ongoing since 2018. Since then, the company has never stopped working with Efficy’s staff and its own teams within the company to improve their version of Efficy to better meet the needs of all stakeholders.
Before Efficy came on board, customer knowledge was pretty vague in the minds of sales representatives and we didn’t have this single view of the customer