Customer Success

LTL Woodproducts: Taking Customer Service Optimization in their own hands

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For 115 years, LTL Woodproducts imports wood from all over the world. The wood is distributed from the headquarter in Vianen, the Netherlands. The company serves a large market of 1400 regular customers. To continue their successful history and solid market position, LTL needs to continuously develop their processes. Customer research showed that customers desire stock insights and the possibility to order online. LTL Woodproducts took their customer service optimization in their own hands and developed the needed application with WEM.

“The economy is growing and market demands are increasing,” says Bas Bouman, system- and application manager at LTL Woodproducts. “With increasing demands and online possibilities, we want to stay ahead with our services.” The company further investigated the costs of implementation. “The quotes we received from vendors varied between € 10.000,- and € 40.000,-. And then you never know how long it actually takes until launch”, says Bas critically. Bas took the realization of the application in his own hands, with WEM.

Stock is leading

Bas already works at LTL for 38 years and therefore knows exactly what kind of process solution works best for the company as well as their customers. In a short period of time, he built the system in WEM, which is also integrated with the company’s existing application landscape. Managing and keeping the stock-status up-to-date is essential for a wholesale business, such as LTL Woodproducts. “We’re working with 150 different wood products, that come in different sizes and are differently processed. You can imagine the complexity of such a database. LTL Woodproducts makes use of an internal ERP system to manage products, customers, financial administration and more. “The application I built in WEM exposes real-time stock information. Customers can login, see all available products and stock-amounts and immediately place orders.”

Real-time overview for employees and customers

Information updates are managed in the company’s ERP system and are directly available in the new application. LTL mainly works with regular customers, that’s why the company decided to work with an environment where the customer can easily login and is provided with an overview of all available products. With a simple search field and filter option, the desired product can be easily found, with all necessary product information, specifications and number of stock items. With only one click on the order button, the product is put into the shopping cart and the quotation can be requested by the customer.

Even the sales team switched to using the new system for checking the stock-status, instead of the ERP system. “The required information is now only two clicks away. Previously, there where a lot more clicks required. In addition, when our colleagues are visiting customers, quotes can be offered instantly, on site. They are using tablets for that. No wonder the new system is very popular among the sales team.”

Saving a lot of time and hassle

The new application is not only loved by customers, but also positively effects internal activities of the organization. “The application saves us a lot of time and hassle between customers and our sales assistants.” Previously, product requests were placed by telephone, e-mail and brochures. Now, the customer is provided with an up-to-date status report, at any time, and can immediately place the order. “No phone calls necessary anymore,” Bas explains.

Developed in house

Bas was able to develop the application completely by himself, after following a WEM Training. “This is so fast and easy compared to what I’ve experienced in IT. With WEM I’ve developed the basic system myself within only three weeks, without needing any external help. I enjoyed it so much, I even continued modeling after office hours. It’s been great fun to discover something new again.” After testing the new system among a selected customer base and processing the adaption requirements, the application went live within four weeks. “Look how fast it is! I click on this product and the stock information is immediately presented to you. You wouldn’t think that this information is being consumed from our ERP system here in Vianen.” The application works on desktops as well as tablets and smartphones.

Quick launch in Europe

“Ten percent of our customers actively use the new order process already.” Bas tells. Soon the system will be launched in the UK and other countries within Europe. “This application is a solid basis, and there is so much more we can do to expand it. We have more ideas to automate our processes, from which our employees and customers will greatly benefit.” The internally gained WEM knowledge and experience offers a great start for more innovative solutions. Now that LTL Woodproducts knows the potential of WEM, more applications will be developed.