Transportation and Logistics
FMG Support
Company Background
FMG Support is the UK’s largest independent fleet performance company. Providing fleet incident management and roadside repair and recovery, FMG Support are a progressive and dynamic business.
Problems
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Bespoke solutions
They have built their success on being able to react quickly to customer requirement and rapidly fluctuating demand.
FMG Support work closely with their customers to create tailored solutions which minimise downtime, control costs, fine-tune operations, and manage risks. The workflow based configuration environment of Fire allows FMG Support to create a bespoke environment for each customer with no limitations or restrictions. Each customer has their own contact treatment which can be changed or updated immediately, by FMG themselves, as the customer requires
“We are always impressed with the team at Fire. Their technical knowledge is excellent and they always go the extra mile.”
The Solutions
The Fire team have provided FMG Support with their contact centre technology for 6 years. During that time, the company has grown from 50 users to 600. In addition to growth, FMG have taken on features such as speech recognition, text-to-speech, CTI, call recording and email routing in that time.
As FMG Support run a 24x7 breakdown service, reliability is paramount. The fully redundant architecture is virtualised over two sites.
The ICT Manager was one of the team who made the original purchasing decision, and is still very happy they made the right choice.
The Fire platorm now handles all communications from reception to back-office to contact centre.
In partnership with Fire, FMG Support are continuing to grow and excel as the UK’s leading independent fleet performance company.
Problems
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“Our business has grown around the capabilities of the Fire platform. From the back-office to the call centre, all of our communications are now controlled by the Fire system. With unlimited capabilities combined with resilience, it is the best choice for our business.”
ICT Director
FMG Support
Fire Solution
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Features used
AI Voice Interactions
Text-to-speech
CTI
Call Recording
Email Routing
“Our business has grown around the capabilities of the Fire platform. From the back-office to the call centre, all of our communications are now controlled by the Fire system. With unlimited capabilities combined with resilience, it is the best choice for our business.”
ICT Director
FMG Support