FinancialLease.nl
“Salesforce was a win for everyone from day one; we’re excited to see where it takes us next and have our sights set on future innovation.”
PRODUCTS USED
FinancialLease.nl puts innovation in the fast lane with Salesforce
The open road. The people you love. Two weeks of fun and freedom stretching in front of you. And best of all, no red tape. FinancialLease.nl is a company that truly knows its customers, helping entrepreneurs to find the perfect vehicle for work and play.
“No one wants to be told they can only use their car to crawl through rush hour traffic. We offer financial leases so our customers own their vehicles from the moment they sign the contract with no restrictions on what they can do with it,” said Jurrien van Dijk, CEO at FinancialLease.nl.
But entrepreneurs aren’t the only people who are going places. With Salesforce, FinancialLease.nl is on a journey of innovation, streamlining the customer experience, partner relationship management, and super charging company growth in the process.
“No one wants to be told they can only use their car to crawl through rush hour traffic. We offer financial leases so our customers own their vehicles from the moment they sign the contract with no restrictions on what they can do with it,” said Jurrien van Dijk, CEO at FinancialLease.nl.
But entrepreneurs aren’t the only people who are going places. With Salesforce, FinancialLease.nl is on a journey of innovation, streamlining the customer experience, partner relationship management, and super charging company growth in the process.
Connecting customers, dealerships, and banks with seamless technology.
Based in the Netherlands, FinancialLease.nl provides flexible leasing solutions to SMEs and entrepreneurs. It’s the biggest financial lease provider in Holland and is growing fast, with average year-on-year growth of 20% for the past 10 years.
The company connects customers to the perfect vehicle at the best possible price. Entrepreneurs can browse a wide range of 100,000 vehicles available on the website and apply for a lease via an integration with national banks. Vehicles are then supplied by partner dealerships.
FinancialLease.nl prides itself on its industry-leading service and fast response times – customers can get finance approved in as little as two hours, or a maximum of 24 – but the ultimate goal is to offer 24/7 self-service capabilities with requests handled in real time.
“We started our Salesforce journey in 2018 to eliminate paper and free our sales people from administrative tasks,” explained Wouter Roseboom, Product Owner Salesforce at FinancialLease.nl. “Since then, we’ve become more data-driven, shaved 12 hours off our response time, and unlocked 360-degree visibility of the customer.”
The company connects customers to the perfect vehicle at the best possible price. Entrepreneurs can browse a wide range of 100,000 vehicles available on the website and apply for a lease via an integration with national banks. Vehicles are then supplied by partner dealerships.
FinancialLease.nl prides itself on its industry-leading service and fast response times – customers can get finance approved in as little as two hours, or a maximum of 24 – but the ultimate goal is to offer 24/7 self-service capabilities with requests handled in real time.
“We started our Salesforce journey in 2018 to eliminate paper and free our sales people from administrative tasks,” explained Wouter Roseboom, Product Owner Salesforce at FinancialLease.nl. “Since then, we’ve become more data-driven, shaved 12 hours off our response time, and unlocked 360-degree visibility of the customer.”
Swapping paper for digital fuels sustainable growth.
Adopting a cloud strategy was crucial for sustainability – both in terms of business growth, and to meet green initiatives. As van Dijk commented, “I’ve had great experiences with the Salesforce platform, so I knew it was the right choice to help modernise our business and boost scalability.”
Roseboom’s team worked with implementation partners to launch Sales Cloud and Marketing Cloud with a bang in December 2018, and today, the company’s 90-strong team works in Salesforce.
Leads and opportunities are captured in Sales Cloud via webforms, chatbot, phone calls, or passed over from partners. They’re handled in Sales Cloud from qualification to contract, passing from the customer care team to the sales team who liaise with car dealers and banks.
With a business model reliant on partnerships, the implementation didn’t just kick-start digitalisation internally; many banks needed to accelerate their own digital initiatives to optimise generating quotes.
“Connecting to Salesforce APIs requires a certain level of digital maturity,” said Roseboom. “The more seamless the bank’s integration, the faster we can generate quotes for customers, and responding quickly increases the chances of a lead converting.”
It’s a win for the bank, who gets more business, for FinancialLease.nl, who gets a new customer and strengthens its relationship with the bank, and a big win for the entrepreneur, who gets a great deal on their vehicle and the freedom to accelerate their own business strategies.
Roseboom’s team worked with implementation partners to launch Sales Cloud and Marketing Cloud with a bang in December 2018, and today, the company’s 90-strong team works in Salesforce.
Leads and opportunities are captured in Sales Cloud via webforms, chatbot, phone calls, or passed over from partners. They’re handled in Sales Cloud from qualification to contract, passing from the customer care team to the sales team who liaise with car dealers and banks.
With a business model reliant on partnerships, the implementation didn’t just kick-start digitalisation internally; many banks needed to accelerate their own digital initiatives to optimise generating quotes.
“Connecting to Salesforce APIs requires a certain level of digital maturity,” said Roseboom. “The more seamless the bank’s integration, the faster we can generate quotes for customers, and responding quickly increases the chances of a lead converting.”
It’s a win for the bank, who gets more business, for FinancialLease.nl, who gets a new customer and strengthens its relationship with the bank, and a big win for the entrepreneur, who gets a great deal on their vehicle and the freedom to accelerate their own business strategies.
Making smarter decisions based on real insights.
Partner relationships are also managed on the platform, and the partner relations team pulls monthly reports from Salesforce to share leads and reveal insights on how effective partner advertising campaigns are.
“With the whole business operating on Salesforce, we have complete visibility of our partners and customers at every touchpoint,” revealed Jerlijn Kasmani, Director of Digital Innovation at FinancialLease.nl. “We can see where their pain points are and proactively reach out to offer support.”
The team is also planning on rolling out Salesforce surveys to measure customer satisfaction at different stages in their journey.
For the sales team, better visibility means user-friendly dashboards where they can track conversion rates, staff performance, and KPIs, for example. But it’s also driving a more data-driven culture.
“When you have the right data you can answer unlimited questions telling us how different areas of the business are operating,” said Kasmani. “Sales reps have three or four dashboards up at any one time to help them work smarter.”
“With the whole business operating on Salesforce, we have complete visibility of our partners and customers at every touchpoint,” revealed Jerlijn Kasmani, Director of Digital Innovation at FinancialLease.nl. “We can see where their pain points are and proactively reach out to offer support.”
The team is also planning on rolling out Salesforce surveys to measure customer satisfaction at different stages in their journey.
For the sales team, better visibility means user-friendly dashboards where they can track conversion rates, staff performance, and KPIs, for example. But it’s also driving a more data-driven culture.
“When you have the right data you can answer unlimited questions telling us how different areas of the business are operating,” said Kasmani. “Sales reps have three or four dashboards up at any one time to help them work smarter.”
Getting to know customers unlocks greater opportunities.
To improve retention and identify cross-sell opportunities, the company creates customer profiles and spends more time on lead nurturing during the education phase of the marketing journey.
Profiles are based on data captured by Audience Builder combined with their interests and behaviour on Financial Lease’s website. The team then sends personalised communications using Marketing Cloud components Email Studio, Mobile Studio, and Web Studio.
“We segment leads based on engagement with adverts, the brands the customer is interested in, which industry they work in, and their budget,” said van Dijk. “As well as sending more targeted campaigns, having an integrated platform means we can track which marketing channels are the most effective and generating the best ROI.”
Profiles are based on data captured by Audience Builder combined with their interests and behaviour on Financial Lease’s website. The team then sends personalised communications using Marketing Cloud components Email Studio, Mobile Studio, and Web Studio.
“We segment leads based on engagement with adverts, the brands the customer is interested in, which industry they work in, and their budget,” said van Dijk. “As well as sending more targeted campaigns, having an integrated platform means we can track which marketing channels are the most effective and generating the best ROI.”
Riding the innovation highway drives continuous improvement.
The next step to create a seamless, automated journey is integrating telephony solution, Natterbox, to route calls to the right agent before they’re even answered. Agents will be able to respond to the customer directly from Salesforce with all the information they need to have the right conversation and answer queries quickly.
Since the platform went live, FinancialLease.nl has doubled from 40 staff to 90, and onboarding new starters is a breeze. “Salesforce is so intuitive that new staff can get up to speed and start adding value really quickly. We encourage an open dialogue with our team so everyone can contribute ideas for improvements to help us meet our goals as a company,” said van Dijk.
With a more productive team and smoother processes, the company is well positioned to grow its customer base without further increasing headcount, and it’s thinking of branching out into new regions and diversifying its product offering next.
“Salesforce gives us a scalable platform to grow in a sustainable way. We can make smarter decisions based on real data and get closer to our customers and partners,” concluded van Dijk. “Salesforce was a win for everyone from day one; we’re excited to see where it takes us next and have our sights set on future innovation.”
Since the platform went live, FinancialLease.nl has doubled from 40 staff to 90, and onboarding new starters is a breeze. “Salesforce is so intuitive that new staff can get up to speed and start adding value really quickly. We encourage an open dialogue with our team so everyone can contribute ideas for improvements to help us meet our goals as a company,” said van Dijk.
With a more productive team and smoother processes, the company is well positioned to grow its customer base without further increasing headcount, and it’s thinking of branching out into new regions and diversifying its product offering next.
“Salesforce gives us a scalable platform to grow in a sustainable way. We can make smarter decisions based on real data and get closer to our customers and partners,” concluded van Dijk. “Salesforce was a win for everyone from day one; we’re excited to see where it takes us next and have our sights set on future innovation.”
Explore the products that are helping FinancialLease.nl, grow.
MARKETING
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SERVICE
Increase satisfaction, retention, and lifetime value.
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