FCR Media Leaps Ahead in CX and Productivity with Vonage Contact Center for Salesforce

FCR Media is a fast-growing one-stop digital media agency based in Belgium with over 40,000 B2B clients who choose the company for websites, SEO and marketing. Formerly a ‘Yellow Pages’ directory business, FCR is now a Google Premier Partner belonging to an international group active in 12 countries with 35 offices and more than 1,200 employees.

Allan Farrell, CIO at FCR Media, led the digital transformation. He convinced the Board to move to the Salesforce eco-system in 2016 including CRM and Service, with FinancialForce providing the accounting system. However, FCR experienced ongoing stability problems with the incumbent contact centre software service provider. Additionally, they didn’t provide professional support outside of France and weren’t delivering on their promises.

Allan began exploring alternative contact centre software for the sales consultants and customer service advisers. Vonage Contact Center was recommended by consultants Deloitte Digital and Allan says the 5-star rating from over 300 users on the Salesforce App Exchange was another key factor in his choice. Allan comments, "Vonage is the clear leader with Salesforce. The knowledge the team has about Salesforce is second to none plus the Vonage roadmap is very innovative and well ahead of the competition.” 

Cloud contact software which integrates perfectly with Salesforce

“The installation of the Vonage Contact Center platform in September 2017 was perfect.” Allan continues, “Everybody we met was very professional. It was not just about the product. It was, and is, about the partnership as well.” The business case gave a payback of £271,000 from IT efficiency, customer service efficiency, sales efficiency and improved customer satisfaction. This was achieved within the year and Allan adds, “I can’t think of anything you could have done better. Since the installation of the Vonage platform, the productivity benefits have been immense.”

Benefits of working with Vonage Contact Center

Seamless integration with Salesforce – The integration of Vonage with Salesforce is best-in-class. This synergy provides fantastic user experience because it’s easy to access customer records and to record all calls. Click-to-dial saves valuable minutes in the day for sales and customer service staff.

Benefitting from 99.999% system stability - The reliability of the Vonage platform makes sure calls always get through, eliminating any loss of business.

Improving performance through coaching – The recording of all conversations has enabled more efficient coaching by team managers. Call recordings are also useful as background information for field reps visiting clients.

Superior operational management - Calls are distributed fairly so there’s no ‘cherry-picking’ of accounts by telesales reps. Team managers can better assess performance across all agents. In addition, the comprehensive data provides information on which campaigns to prioritise and when it’s best to call customers.

Better customer experience - The new Platform has enabled easier changes to the IVR system which improves customer experience. Automatic caller recognition means customer records are accessed faster through screen pops. Overall customer satisfaction has leapt by more than 50% to 66%. 

“We are 100% happy with the choice we made and will recommend Vonage to anyone.” 

Allan Farrell, CIO, FCR Media