Fusion Connect Celebrates Silver Stevie Award Success with Customer-Centric Strategies
Fusion Connect, a distinguished leader in cloud communications and a proud subsidiary of Morgan Stanley, is celebrating its recent recognition as the recipient of the Silver Stevie Award for Commitment to Excellence in Customer Experience. This accolade emphasizes the company's unwavering dedication to providing exemplary customer service, which is evident in its remarkable 667% increase in Net Promoter Score (NPS). This achievement is further highlighted by the strategic shifts made to ensure that customer assistance is exclusively provided by an entirely U.S.-based expert team.
Under new leadership, Fusion Connect has implemented groundbreaking operational changes that prioritize the customer experience. These alterations reflect a clear vision and commitment to a customer-first approach, demonstrating a proactive strategy to enhance value and satisfaction among its clients. Rod Brownridge, Senior Vice President of Customer Operations, stated, "Winning the 2025 Silver Stevie Award is just the beginning. We are committed to nurturing a customer-centric culture, fueled by data-driven insights and direct customer feedback."
One of the primary changes that Fusion Connect made was to eliminate offshore support, thus creating a dedicated in-house support team. The new support staff boasts an impressive average of 13 years of industry experience, which enables them to offer high-caliber assistance tailored to customers' specific needs. Many members of this team have been with Fusion Connect for over a decade, ensuring they possess the expertise and familiarity necessary to provide a consistent and empathetic service experience.
Sharma Montgomery, Senior Vice President of Customer Experience, elaborated on this by sharing, "Building relationships with customers goes beyond merely selling products or services. It's essential to understand their business and meet their needs with genuine care and effort. Everything we do revolves around creating the best possible experience for each customer."
The company has seen notable improvements in various customer satisfaction metrics since emphasizing a customer-first strategy. Highlights include:
Jeff Mitchell, Chief Information Officer of Ganley Automotive Group, noted the differences compared to other communications providers, stating, "Fusion Connect's service and support are far superior. The dedicated support model grants us immediate access to a representative who comprehends our issues well, providing a reassuring sense of reliability."
To further enhance the customer experience, Fusion Connect implemented additional strategies inline with its customer-centric mission:
In addition to the Silver Stevie Award, Fusion Connect has also earned the 'Users Love Us' badge from G2 for consistently receiving 4-star (or higher) reviews in customer satisfaction. Moreover, the firm has achieved an A+ Accreditation from the Better Business Bureau (BBB), indicating its adherence to the highest levels of trustworthiness and ethical standards, further elevating its status in the industry.
Niko O'Hara, Vice President of Programs, Engineering, and Vendors at Avant, remarked, "Fusion Connect places the customer at the forefront. The support they offer from solution design through to implementation and further is exceptional. We recommend Fusion Connect solutions without hesitation, as our clients truly value the service they receive."
As an industry leader in meeting the connectivity and communication demands of mid-market and enterprise organizations, especially those with multiple locations, Fusion Connect distinguishes itself by providing a unique blend of simplicity and excellence. The company continues to flourish in delivering state-of-the-art technology products that yield tangible results for businesses. To discover more about Fusion Connect and their services that facilitate business growth via managed communications solutions, simply visit their website or contact them at +1-888-301-1721.
In conclusion, Fusion Connect's recent accolades and significant strides highlight its commitment to customer-centric service, positioning itself as an unparalleled provider in the cloud communications market.
Under new leadership, Fusion Connect has implemented groundbreaking operational changes that prioritize the customer experience. These alterations reflect a clear vision and commitment to a customer-first approach, demonstrating a proactive strategy to enhance value and satisfaction among its clients. Rod Brownridge, Senior Vice President of Customer Operations, stated, "Winning the 2025 Silver Stevie Award is just the beginning. We are committed to nurturing a customer-centric culture, fueled by data-driven insights and direct customer feedback."
One of the primary changes that Fusion Connect made was to eliminate offshore support, thus creating a dedicated in-house support team. The new support staff boasts an impressive average of 13 years of industry experience, which enables them to offer high-caliber assistance tailored to customers' specific needs. Many members of this team have been with Fusion Connect for over a decade, ensuring they possess the expertise and familiarity necessary to provide a consistent and empathetic service experience.
Sharma Montgomery, Senior Vice President of Customer Experience, elaborated on this by sharing, "Building relationships with customers goes beyond merely selling products or services. It's essential to understand their business and meet their needs with genuine care and effort. Everything we do revolves around creating the best possible experience for each customer."
The company has seen notable improvements in various customer satisfaction metrics since emphasizing a customer-first strategy. Highlights include:
- - A staggering 667% rise in NPS
- - An impressive average Customer Satisfaction (CSAT) score of 4.8 out of 5 for Tier 1 support
- - 81% of customers awarding Fusion Connect a prestigious 5-star rating
- - An exceptional 84.5% service-level performance with average response times of just 30 seconds, significantly better than the industry standard of 3 minutes.
Jeff Mitchell, Chief Information Officer of Ganley Automotive Group, noted the differences compared to other communications providers, stating, "Fusion Connect's service and support are far superior. The dedicated support model grants us immediate access to a representative who comprehends our issues well, providing a reassuring sense of reliability."
To further enhance the customer experience, Fusion Connect implemented additional strategies inline with its customer-centric mission:
- - Personalized Ownership: Each support ticket and order get assigned to a designated expert to maintain continuity and a deep understanding of each customer’s requirements.
- - Proactive Engagement: The company performs routine health checks, quarterly reviews, and ongoing outreach to ensure continued support, beginning from day one.
- - Relentless Innovation: By introducing the World’s Best POTS Replacement Solution and streamlining project deliveries, Fusion Connect effectively marries cutting-edge solutions with top-tier service.
In addition to the Silver Stevie Award, Fusion Connect has also earned the 'Users Love Us' badge from G2 for consistently receiving 4-star (or higher) reviews in customer satisfaction. Moreover, the firm has achieved an A+ Accreditation from the Better Business Bureau (BBB), indicating its adherence to the highest levels of trustworthiness and ethical standards, further elevating its status in the industry.
Niko O'Hara, Vice President of Programs, Engineering, and Vendors at Avant, remarked, "Fusion Connect places the customer at the forefront. The support they offer from solution design through to implementation and further is exceptional. We recommend Fusion Connect solutions without hesitation, as our clients truly value the service they receive."
As an industry leader in meeting the connectivity and communication demands of mid-market and enterprise organizations, especially those with multiple locations, Fusion Connect distinguishes itself by providing a unique blend of simplicity and excellence. The company continues to flourish in delivering state-of-the-art technology products that yield tangible results for businesses. To discover more about Fusion Connect and their services that facilitate business growth via managed communications solutions, simply visit their website or contact them at +1-888-301-1721.
In conclusion, Fusion Connect's recent accolades and significant strides highlight its commitment to customer-centric service, positioning itself as an unparalleled provider in the cloud communications market.
Topics Telecommunications）
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