Fusion Communications achieves 97% retention thanks to powerful customer insights and tools
Fusion Communications has been dedicated to enhancing connectivity and collaboration for businesses since 2013. They believe in the power of communication to drive success and have been continuously evolving to stay ahead in the telecoms industry.
We spoke to Oliver Rowe, CEO and Founder of Fusion Communications, to learn how plan.com has helped them improve customer experience and take business connectivity to the next level.
SOLVING THE VISIBILITY GAP
IN MOBILE ESTATES
Oliver said that one of the biggest challenges is ensuring customers have clear visibility over their mobile estate when it comes to their usage and charges. “With most providers, visibility only comes when the bill is produced. Additionally, the lack of self-service tools means companies are entirely reliant on third parties or the network to manage changes. We wanted the flexibility to build packages that suited our needs.“
BUILDING LOYALTY THROUGH
FLEXIBILITY AND SUPPORT
We asked Oliver the secret to his business growth. “plan.com’s ability to continue attracting the very best talent to support us has been exceptional, proving we made the right choice in partnering with plan.com. They truly understand that ‘we’re in this together’. Combined with the industry-leading my.plan platform, our partner platform for building deals and quotes, and flexible commercial options, we rarely find ourselves in a position where we can’t get business done!“
He went onto explain how most of Fusion's customers choose to renew at the mid-point of their contract, which makes them highly loyal and provides Fusion with ongoing opportunities to introduce further products and services from their portfolio.
UNMATCHED SUPPORT,
EVERY STEP OF THE WAY
Asked to describe the partnership between Fusion and plan.com, Oliver said: “Whether it's commercials, marketing or customer support, there is always someone at plan.com who takes ownership. This enables us to respond even more quickly and ensure customer concerns are resolved. Our relationship with the plan.com team across the business is unmatched, and they are an invaluable part of our day-to-day operations.“
“Our retention rate is over 97%, which is directly attributable to the tools plan.com has developed and continue to enhance.“
Oliver Rowe - CEO and Founder of Fusion CommunicationsFusion Communications
The result
Path to long-term success: unmatched service and customer loyalty
Fusion has achieved a retention rate of over 97%, driven by plan.com’s advanced tools and the company’s commitment to exceptional customer engagement. my.plan’s superior visibility and control features give Fusion a competitive edge, helping secure new business and expand into larger enterprise markets while continuing to provide a great experience for SMB customers.
With most customers renewing mid-contract, loyalty remains high, creating ongoing opportunities to introduce additional products and services. This strong retention and expansion strategy have positioned Fusion for sustained growth and long-term success.
FROM ENTREPRENEUR
TO ENTERPRISE.
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