6. September 2023

Mette-Katrine Francke Andersen

Enhancing your experience through global collaboration at Wila

With our team spread across different countries, including Denmark and the United States, we ensure that you receive unparalleled attention and assistance wherever you are located.

Effective collaboration across cultures and time zones is crucial for us at Wila to deliver the best service and support to you. This collaboration is at the heart of our customer-centric approach as a global organization specializing in process equipment and solutions in stainless steel.

Customer service around the clock

With our international team, we stand ready to provide you with real-time support no matter your time zone. Whether part of our European or US customer base, you will have a representative from Wila available in your time zone to ensure prompt responses to your inquiries. This seamless communication strengthens our relationships with existing and new customers, fostering trust and satisfaction.

Chief Commercial Officer, Steen Nordmark, highlights the close collaboration with colleagues in the US. Working alongside our Danish team of proactive sales, engineering-, production-, quality-, and logistics teams, Steen also emphasizes the importance of an on-the-ground presence in the US.

“The fact that we are truly global also means that we now have an almost 24/7 presence no matter where you call us. We have great internal dialogue making sure we answer our customers most efficiently, meaning that we support our colleagues – and thereby our customers – by working when they are sleeping and vice versa. By utilizing modern infrastructure and sharing tools, we ensure that everybody has access to relevant information at their fingertips,”

Steen Nordmark CCO Wila A/S

Our talented Sales Manager in the US, Felicity Plansky, shares that having colleagues in Denmark plays a crucial role in our operations with the 7-hour time difference from the US to Denmark.

“Having a close working relationship with my colleagues in Denmark is critical as I rely on the team to provide updates. I work closely with a proactive sales team and inside sales, engineering, production, quality, and logistics teams. They are the boots on the ground and provide excellent communication, which is vital when supporting overseas customers,” Felicity Plansky shares.

Insights and adaptability for customer success

With a representative in the United States, we enjoy higher visibility and proximity to our US customers. This includes engaging in face-to-face interactions, attending trade shows, and participating in industry events.

“By being present in the local market, we can truly understand the “voice of the customer” and gather invaluable feedback. These insights empower us to evolve our product line and tailor solutions to meet customer needs better. Additionally, having colleagues abroad facilitates understanding customer requirements, including necessary certifications such as 3A, ASME, and CRN compliance. This ensures we remain agile and responsive, aligning our offerings with customer expectations,”

Felicity Plansky Sales Manager Wila A/S

Creating a global connection

The journey toward becoming a truly global organization started 3 years ago when CCO Steen Nordmark joined Wila and since then, a lot of initiatives have taken place on marketing, proactive sales, and extension of the sales force where the extensive backgrounds from new employees like Felicity Plansky in global organizations and years of experience thinking globally bring valuable perspectives to our expansion efforts.

By leveraging our collective expertise and establishing a worldwide network, we aim to deliver exceptional customer experiences globally from the basis of our European headquarters in Silkeborg. Here you find a strong technical Key Account setup with Key Account Managers who are experts within our solutions and supported by a strong team of engineers.

Our commitment to collaboration across cultures and time zones allows us to offer unparalleled customer support. Through direct communication, local presence, and a deep understanding of customer needs, we ensure you receive the best service, prompt responses, and tailored solutions. As we continue our journey as a global player, you can expect even more significant benefits from the expertise and dedication of our international Wila team.

Discover more

Do you want to know more about our US Sales Manager, Felicity Plansky?

Please see more on the link below.

“At Wila A/S, we have a dedicated and skilled staff who perform all tasks with common sense, great professionalism, pride and expertise.”