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Fugro already runs a RingCentral environment with Momentum, but so far only in the Netherlands. The ambition reaches further: making the same telephony available across all of EMEA. That saves on management and on cost, but it calls for an approach that takes both the people and the technology along.
In short. Fugro wants to take its RingCentral telephony from one country to the whole of EMEA, and get more out of it than is there today. Momentum picks that up along two tracks: training Fugro's subject matter experts further, and building a ready-made migration plan country by country. We handle the inventory and the build, Fugro keeps control.
Fugro's question: from the Netherlands to all of EMEA
Fugro has a RingCentral environment up and running, but for now it only lives in the Netherlands. The wish is clear: roll the same telephony out across the rest of EMEA. That brings benefits in management, and cost is an important factor there.
To take that step, Fugro appointed subject matter experts, and they came to us with a concrete question: help us take the adoption and use of RingCentral further than where we are today. Exactly the kind of challenge we like to step into.
Track 1: experts who go beyond the admin training
These experts had already had the standard admin training. But to carry a rollout across several countries, more is needed. Two things matter. They have to be able to manage the environment in depth, and they have to be able to convince an end user why RingCentral is a good solution.
That more extensive, tailored training was not something we had on the shelf as standard. We put it together in consultation with Fugro and paired it with our engineers. The result is a group of people at Fugro who not only manage the environment technically, but can also drive the rollout internally.
Track 2: a ready-made migration plan, country by country
The second track is the migration itself. Together we map, per country, what is still running on old, legacy environments, and what it takes to move that to RingCentral. Think of number ranges, and of the rules around porting that differ from country to country. Take South Africa: which regulations apply there for moving numbers? That is exactly the knowledge we bring.
The result is a ready-made plan: if you want to do these countries with these users, we take these steps together. No loose ends, but a route that holds up.
Design, build, operate
The approach follows our standard way of working: design, build, operate. In the design phase we map the user groups together with the customer, because that knowledge sits with Fugro, not with us.
South Africa is a good example again. There are different types of end users there. People in the field, doing actual ground surveys and often out at sea, have less need for a fixed telephony environment. But there are also many researchers who work from fixed office locations and communicate a great deal. We map those groups, and where needed we check with the local department to confirm it is correct. In the system we can see the current setup, but it has sometimes been there for seven years. Is it even still current? What do you really use of it? And what does your ideal solution look like if you get to choose?
Integrations come into view there too. Something simple like an integration with the CRM system, so the environment recognises who is calling, is not technically exciting, but for the customer experience it is genuinely interesting. The right greeting, the right routing, the right person, straight away.
Inventory, build, and then hand over
Momentum takes on both the front end and the build. First the inventory, then the implementation. And once the environment stands, we hand the baton back to Fugro's experts: the environment is ready, these are the users, the numbers are ported, it is turnkey. Now it is yours to manage and control.
The environment is ready, the numbers are ported, it is turnkey. Now it is up to Fugro to manage it, at their own pace and without our involvement.
In the driving seat: first line at Fugro
An explicit wish from Fugro was to handle the first line themselves: fast, short and at their own pace, without the supplier stepping in. For that, the right tools had to be in place, and they are.
Management and configuration happen in the RingCentral admin portal. That is a standalone environment in which Fugro has full rights at the highest level. That way they will arrange everything for their end users in Germany, Switzerland or South Africa from the Netherlands, without needing us. In the GlobalControl portal they also see their call detail records and the information about their telephony flows.
That makes us the second and third line. If Fugro gets stuck on a functional question, or something plays out at platform level, for example around the numbers that were ported to, which they cannot reach themselves, then we take the lead.
Why it works: hands-on and act like an owner
The relationship is a good one, and that is because both Momentum and Fugro are very hands-on. A nice example is go-live day. We sat with the project team on site: the project manager present, the engineer present. Then you get, say, a receptionist with a few questions at the start. New tool, how does this work? My headset is not quite right. We walk straight over, sort it out, done.
To us these are small things, but that extra attention is exactly what mattered. So much so that Fugro came to us of their own accord, asking whether we would do a reference case together, simply because they are so satisfied. That is a fine compliment. We make customers happy, and act like an owner is one of our core values. It fits perfectly here.
