Vonage Case Studies FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce

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	FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce Vonage

FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce

Vonage

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Education
Applicable Functions	Sales & Marketing
Services	System Integration Training
Challenge	FCR Media, a rapidly expanding digital media agency based in Belgium, was facing significant challenges with its existing contact center software service provider. The company, which serves over 40,000 B2B clients with services such as websites, SEO, and marketing, was experiencing ongoing stability issues with its contact center software. This was causing disruptions in their service and affecting their ability to provide consistent, high-quality customer support. Furthermore, the software provider was unable to offer professional support outside of France, which was a significant limitation for a company with an international client base. The provider was also failing to deliver on its promises, further exacerbating the situation. Read More
About Customer	FCR Media is a fast-growing digital media agency based in Belgium. The company serves over 40,000 B2B clients, offering services such as website development, SEO, and marketing. Formerly a 'Yellow Pages' directory business, FCR Media has successfully transitioned into a Google Premier Partner and is now part of an international group active in 12 countries with 35 offices and over 1,200 employees. The company embarked on a digital transformation journey in 2016, led by CIO Allan Farrell, which included moving to the Salesforce ecosystem for CRM and Service, with FinancialForce providing the accounting system. Read More
Solution	To address these challenges, FCR Media decided to implement the Vonage Contact Center for Salesforce. This solution was recommended by consultants from Deloitte Digital and had a 5-star rating from over 300 users on the Salesforce App Exchange. The Vonage Contact Center integrates seamlessly with Salesforce, providing a superior user experience and easy access to customer records. It also allows for the recording of all calls, which is beneficial for coaching purposes and provides valuable background information for field representatives visiting clients. The Vonage platform also boasts a 99.999% system stability, ensuring that calls always get through and eliminating any potential loss of business. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Education

Applicable Functions

Sales & Marketing

Services

System Integration

Training

Challenge

FCR Media, a rapidly expanding digital media agency based in Belgium, was facing significant challenges with its existing contact center software service provider. The company, which serves over 40,000 B2B clients with services such as websites, SEO, and marketing, was experiencing ongoing stability issues with its contact center software. This was causing disruptions in their service and affecting their ability to provide consistent, high-quality customer support. Furthermore, the software provider was unable to offer professional support outside of France, which was a significant limitation for a company with an international client base. The provider was also failing to deliver on its promises, further exacerbating the situation.

About Customer

FCR Media is a fast-growing digital media agency based in Belgium. The company serves over 40,000 B2B clients, offering services such as website development, SEO, and marketing. Formerly a 'Yellow Pages' directory business, FCR Media has successfully transitioned into a Google Premier Partner and is now part of an international group active in 12 countries with 35 offices and over 1,200 employees. The company embarked on a digital transformation journey in 2016, led by CIO Allan Farrell, which included moving to the Salesforce ecosystem for CRM and Service, with FinancialForce providing the accounting system.

Solution

To address these challenges, FCR Media decided to implement the Vonage Contact Center for Salesforce. This solution was recommended by consultants from Deloitte Digital and had a 5-star rating from over 300 users on the Salesforce App Exchange. The Vonage Contact Center integrates seamlessly with Salesforce, providing a superior user experience and easy access to customer records. It also allows for the recording of all calls, which is beneficial for coaching purposes and provides valuable background information for field representatives visiting clients. The Vonage platform also boasts a 99.999% system stability, ensuring that calls always get through and eliminating any potential loss of business.

Impact #1	The implementation of the Vonage Contact Center for Salesforce has resulted in several operational improvements for FCR Media. The seamless integration with Salesforce has improved the user experience, making it easier for sales and customer service staff to access customer records and record all calls. This has saved valuable time and improved efficiency. The reliability of the Vonage platform has ensured that calls always get through, eliminating any potential loss of business. The ability to record all conversations has enabled more efficient coaching by team managers and provided useful background information for field representatives. The new platform has also improved operational management by ensuring fair distribution of calls and enabling better performance assessment across all agents. Furthermore, the comprehensive data provided by the system has informed decisions on campaign prioritization and optimal times to call customers.

Impact #1

The implementation of the Vonage Contact Center for Salesforce has resulted in several operational improvements for FCR Media. The seamless integration with Salesforce has improved the user experience, making it easier for sales and customer service staff to access customer records and record all calls. This has saved valuable time and improved efficiency. The reliability of the Vonage platform has ensured that calls always get through, eliminating any potential loss of business. The ability to record all conversations has enabled more efficient coaching by team managers and provided useful background information for field representatives. The new platform has also improved operational management by ensuring fair distribution of calls and enabling better performance assessment across all agents. Furthermore, the comprehensive data provided by the system has informed decisions on campaign prioritization and optimal times to call customers.

Benefit #1	Payback of £271,000 from IT efficiency, customer service efficiency, sales efficiency, and improved customer satisfaction in the first year.
Benefit #2	99.999% system stability ensuring uninterrupted business operations.
Benefit #3	Over 50% leap in customer satisfaction to 66%.

Benefit #1

Payback of £271,000 from IT efficiency, customer service efficiency, sales efficiency, and improved customer satisfaction in the first year.

Benefit #2

99.999% system stability ensuring uninterrupted business operations.

Benefit #3

Over 50% leap in customer satisfaction to 66%.

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Overview

FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce

Operational Impact

Quantitative Benefit