FCR Media Enhances Customer Experience and Productivity with Vonage Contact Center for Salesforce
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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