Spotlight: Outsourced Customer Engagement


Supporting Marketing Teams


Working with marketing teams to support and enhance their marketing initiatives

FMG Customer Engagement case studies

The biggest challenges facing marketing departments today is engaging customers in a crowded market as well as creating personalised experiences to meet increasing customer expectations.

FMG can help your marketing team achieve their objectives. We do this through conducting personalised calls, promoting brands and creating engaging experiences.

Over the years, we’ve supported many marketing projects across a range of industries. Our agents are experts at creating engaging and effective customer experiences, as well as creating long-term brand loyalty.

Have a look at what some of our success supporting Marketing Teams.

Online Purchasing Migration – BOC

The eCommerce Manager at BOC approached FMG to Call their customers and migrate them to their new online portal.

FMG agents called through the customer database and firstly updated records. They then promoted the new online portal and encouraged customers to use the portal for future purchases. Our agents created user accounts on their behalf, provided training and if needed assisted customers with their first purchase.

For BOC, the aim was to migrate their customers to online ordering rather than through their call centre. This provided substantial cost savings and supported their business strategies.

Due to the success of this customer engagement campaign, FMG also worked on a number of additional campaigns with BOC. Supporting their marketing team through client surveys of existing and lost customers.

In total FMG completed over 21,400 hours of calls for BOC, with almost 48,000 positive outcomes. These included migrating clients to the online portal, completing surveys and updating customer records.


Client Surveys & Mystery Shopping – Payment Platform

The Marketing Manager of a provider of flexible direct debit payment platforms, approached FMG requesting assistance on outbound telemarketing campaigns. These included client surveys as well as mystery shopping.

With a focus on the fitness industry, FMG constructed a strategy combining the client survey with appointment setting. Initially approached to conduct a survey, we explained that every phone call made also provides additional opportunities. We can update contact information, uncover sales opportunities or re-categorise opportunities depending on where they were at in the sales cycle.

Extending beyond this original strategy we completed 300 hours of calls. From these 510 outcomes were achieved. This includes surveys completed, contact details updated and appointments booked. FMG has further supported the marketing team by surveying competitors and their own customers, providing valuable insight for future marketing plans.


Data Cleansing & Cross-Selling – Industrial Manufacturer

FMG was approached by the Business Intelligence Manager of this manufacturer of industrial products wanting to update their database and make cross-selling calls to existing clients.

Focusing on clients within the manufacturing, food & beverage and mining industries the purpose of the campaign was to cleanse their database, gain opt-in for ongoing marketing communications and cross-sell new products to existing clients.

Over the campaign, we completed 930 hours of calls and achieved 1,200 outcomes including updated records, new email addresses captured and email communications sent. We were also able to set phone appointments for their sales team from the cross-selling promotion. Not only did we achieve the marketing departments objectives, but over-delivered by generating sales leads for the sales department.


Market Research – Contract Food & Support Services

FMG was approached to assist with a market research & benchmarking project for this provider of contract food and support service provider. Looking at extending their reach into new target industries, this campaign researched the potential market and conducting survey calls.

With the purpose of the calls to gather data including contact person and all contact details, as well as identifying whether they are a prospect for our client based on number of staff and location as well as categorising the opportunity based on details of their current contract including who the current supplier is and length of the contract, FMG has so far completed over 435 hours of calls and continues to work with this client focusing on new target industries including schools and aged care among others.

Hear what our customers say


“The advantage of using FMG is that they can cut through to our customers is a shorter period of time than we would ever be able to do with our internal staff.  We are very pleased with the results and it’s helped us greatly in our online adoption.”

BOC – Gueric Godon, eCommerce Manager


“FMG provided Pathways Aged Care with Market Research for several construction development projects.  This research was used to successfully secure departmental approval for 2 new projects.  FMG was able to guide us through the process and provided advice on strategy and methodology. We’ll definitely be using FMG again.”

Pathways Aged Care – Graeme Skerritt, Managing Director