We recently sat down with Heather Jensen, Director of Internal IT at Trustpilot, to learn more about its decision to select Fuze. What follows are excerpts from our conversation about the company’s journey of finding the right UC partner, lessons learned through deployment, and success-to-date.
What made Trustpilot move to a Unified Communications Platform?
Implementing a Unified Communications platform was a key element of our broader effort to transform the business into a fully cloud-based organization. We’re a growing company and needed a partner that could help us scale for the future and provide the right degree of flexibility to support an expanding workforce.
Fuze is replacing six separate on-premise communication systems with a single platform, so it’s inevitably eliminating some major complexities and unnecessary costs. Not only is this implementation a huge cost saver for the company, but we’re expecting a smoother sales process given that teams now have the tools to be more productive throughout their workday.
Furthermore, Salesforce integration is going to streamline our entire sales process. Representatives will now be able to identify callers, see their last engagement with the company, and make smarter, more customized recommendations that enhance each interaction.
Why did you select Fuze?
There really isn’t another solution out there like Fuze. We needed a technology that provided modern flexibility and gave us the ability to transform business results. With voice, video, messaging, and collaboration in one solution, our employees can communicate seamlessly across the globe, make decisions quickly, and eliminate downtime.
Can you tell us about the deployment process?
The deployment went very well, which is unusual for this type of undertaking. I’ve learned working in IT that no news is good news. When things are going wrong, employees are quick to let the IT department know they’re unhappy with the technology. So far, teams are pleased with the platform, I think in large part because of how smoothly it’s integrating into their workday.
One lesson learned from the Fuze implementation is that new technology must complement and enhance they way people already work, not change their processes entirely. Any sort of disruption can cause frustration and inhibit productivity. For example, since the Fuze platform allows users to make calls through their computers and mobile devices, we planned to completely removed desk phones throughout the organization. This caused concern among the sales team, as they would need to change core processes in moving from desktop phones to softphones, which the project didn't allow time enough for. We learned that there isn’t a “one size fits all” approach. At the end of the day, technology needs to work for the user. Fuze empowers our employees to work the way they want and feel most productive.
Have you seen a direct impact on the organization since implementing Fuze?
Fuze has been fundamental in helping us achieve our goal of becoming an innovation-leading, cloud-first organization. The platform is having a significantly positive impact on our business through increased sales productivity, revenue growth, and a happier and more collaborative workforce. This initial deployment is just the tip of the iceberg when it comes to our partnership with Fuze. We’re excited to see how the platform continues to support our business goals and improve efficiency throughout the organization.