FCR Media reshapes its business, registering significant gains in customer experience and productivity with Vonage’s NewVoiceMedia solution
By: Ruzanna Tantushyan, Bloomberg
Vonage, a global business cloud communications leader, today announced that digital marketing agency FCR Media Belgium NV has seen major gains in customer experience and productivity by implementing the New Voice Media (NVM) solution for sales and service. Vonage’s NVM solution is used by enterprises for their contact centre and inside sales needs.
To stay ahead of the fast transforming digital technology curve, FCR Media, the largest Belgian digital marketing agency for small and medium enterprises (SMEs) and the self-employed, partnered with Vonage to use its NVM solution to embark on two stages of digital transformation. Firstly, deploying Salesforce in mid-2017, followed by the introduction of the NVM solution for sales and service. With around 30,000 B2B clients choosing the company for website, SEO and marketing, FCR Media has re-shaped its business to compete in the digital world with new products, a better customer experience and improved productivity.
Within a year of installing Salesforce and the NVM solution, FCR Media has seen customer satisfaction soar by 50 percent, customer churn reduced by a fifth, its IT budget reduced from €14 million to €6.5 million, and 100 percent cloud platform stability.
“Our commitment to our global community is to listen to each client and create digital solutions that help reach goals and customers”, Steven Desmet, IT Director at FCR Media, says. “When the time came for us to take our promise to the next level, we needed the best out there and Vonage’s NewVoiceMedia solution is second to none with its innovative Salesforce integration, roadmap and platform stability”.
Mr. Desmet continues, “With Vonage’s help we have already broken records in the first phase of our transformation. Since deploying the NVM solution, the productivity benefits have been immense. But most importantly, we’re now looking forward to being able to provide our clients with a reliable, consistent and personalised customer experience”.
Chris Haggis, SVP of Customer Success for Vonage, comments, “FCR Media’s digital transformation journey has been an incredibly fulfilling experience as the results in both phases have been phenomenal. To see FCR deliver on its mission using the smartest technology in the smartest manner to provide emotive customer service, further advances our vision of what the future of customer experience should be. We look forward to continuing to support FCR Media as it continues its rapid expansion”.