Case Study: Wilink achieves a 360-degree customer view with efficy

Wilink - Customer Case Study

Wilink, a Belgian brokerage company with 350 employees, was facing challenges with fragmented customer knowledge across its 22 points of sale. They lacked a single, centralized view of the customer relationship, which hindered their ability to provide comprehensive advice and cross-sell their portfolio of insurance, investment, and real estate products. To address this, Wilink partnered with efficy to implement its CRM platform.

efficy provided a solution that centralized all customer interactions and integrated with Wilink's existing tools, such as the Brio application for insurance contracts. This integration created a complete customer profile and a 360-degree view for 250 daily users. The partnership with efficy resulted in significantly improved organic growth through effective cross-selling and a gradual disappearance of internal resistance to the new system. The measurable impact includes 250 users actively leveraging the platform to manage relationships with Wilink's 100,000 customers.

Wilink

Thierry Gravet

Digital & Customer Operations Director