FCR Media Belgium has undergone an epic transformation in recent years in a bid to increase customer satisfaction
FCR Media has enjoyed unprecedented growth for such a young digital media business , but an impressive timeline has seen it develop a presence in 12 countries with 35 offices and over 1,200 staff . One of its most notable moves , in 2016 , was the takeover of Truvo – Belgium ’ s answer to the UK ’ s Yellow Pages . Formerly CIO of Truvo , Allan Farrell transitioned comfortably into the same role at FCR Belgium , and began working on the business ’ s digital transformation almost immediately .
Birgit Peeters , MD at FCR Media , says : “ It was important to ensure the transformation programme was not a technology initiative but a business transformation . The whole driver really was for us to move away from being a product-driven company to a customer-centric company , all about people , process , and technology . Allan Farrell delivered the transformation succesfully .”
Farrell and other members of the Truvo family were able to bring to FCR Media focused , agile teams to take products to the market ; FCR needed that sense of agility , and for it to flow through every layer of the business . Farrell also had experience in driving culture change during his 16 years with Dell , building teams from scratch and delivering significant value through project delivery . At Dell , Truvo , and now FCR Media , Farrell has maintained a focus on customer experience because , ultimately , the customer is at the receiving end of everything he – and his team – does .
CUSTOMER FOCUS FCR ’ s main objective is to grow its customers ’ own businesses . It takes great pains to understand the needs of customers and tailor-make a solution in order to deliver the best value .
Ingrid Sluis , Marketing Director explains : “ FCR ’ s main objective
40 November 2017