Fusion Connect
Cloud Communications Tools That Work Hard, Teams That Care Harder

Today, businesses are more connected than ever before through voice calls, cloud platforms, and digital collaboration tools, keeping customer service teams and their customers aligned. But just one glitch can bring down a dealership’s sales or stall a supply chain’s flow. The latest state-of-the-art tech opens doors for providers of all sizes, but businesses need a partner, such as Fusion Connect, to show up, answer the call, and not rest until the customer’s needs are met.

Such customer-first commitment is inherent in Fusion Connect’s DNA and shapes the way it delivers and supports its suite of cloud-based communications and managed services. The company delivers integrated cloud-based solutions encompassing managed network services, unified communications, and collaboration tools, all supported by 100 percent U.S.-based service staff.

“What sets us apart is how we show up for our customers. Through personal attention and a commitment to problem-solving that goes beyond what we sell, we’re always putting the customer experience front and center,” says Sharma Montgomery, senior vice president of customer experience.

Building trust that drives long-term customer loyalty and business momentum takes commitment and time. Fusion Connect has a legacy of elevating customer experience to the top, giving it an equal voice among its senior leadership. In fact, the duo—Montgomery and Rod Brownridge, senior vice president of operations—collaborate to ensure that the customer experience remains a top priority at every level in the company and at every step in the customer journey.

“We make sure every employee embodies a customer-first mindset because we believe everyone here plays a role in delivering an exceptional customer experience,” says Brownridge.

This mindset runs deep and has recently earned Fusion Connect the prestigious Silver Stevie Award for Commitment to Excellence in Customer Experience.

Fusion Connect’s customer support and operations teams have seasoned professionals averaging 13 years of industry experience. Every service ticket and order is assigned to a customer account manager who manages it from start to finish, while Montgomery’s customer experience team focuses on long-term relationships and routine health checks. Together, they proactively engage—even with small customers—to identify ways to enhance the customer experience. Fusion Connect often fills IT gaps for small businesses, offering fresh ideas and insights. In every interaction, the goal is to elevate the customer’s business and deliver real value.

Each account is also managed by a dedicated account manager who works closely with the original sales rep, an account development manager, and Brownridge's named support and implementation staff. This specialized team ensures consistent, seamless support, leading to stronger customer relationships and measurable gains in Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).

The moments that really test the strength of Fusion Connect’s relationship with a customer are during outages or service transitions, such as when moving from one provider to another. The key is making sure the transition happens smoothly, with minimal disruption to the business.

Consider a client like the Ken Ganley Auto Group, which depends on its online presence to serve customers with a modern car-buying experience. When a system outage strikes, whether it’s the website or phone lines, there’s a risk of losing customers to competitors. In outage cases like these, Fusion Connect can resolve issues quickly and minimize downtime to keep operations running and sales humming. Such reliable, proactive support isn’t just about fixing technical problems; it’s about giving Ken Ganley the confidence to focus on sales without distraction. It underscores how exceptional support is critical to retaining clients and driving success.

This dedication to customer success also shapes Fusion Connect’s strategic partnerships with major technology providers. Fusion Connect acts as a single point of contact, helping its customers navigate complex IT environments with a full-stack offering, from telecom to cloud solutions.

In a world where every interaction can make or break a customer relationship, Fusion Connect’s award-winning service and quality solutions empower businesses to reach their goals.