New era of customer care

FCM is always looking at ways to create an even better customer experience and we undertaken a number of initiatives now that the pandemic appears to be in the rear-view mirror.

New technology

Firstly, we have implemented new customer service desk technology which will increase the efficiency of handling incoming email enquiry.

Introducing EasyCare. This new platform allows us to categorise, prioritise and assign incoming email enquiries within one inbox. Creating an environment where all emails relating to an enquiry are housed within one ‘ticket’ allows for faster reference and response. And if one of our customer service team is away, another team member can easily reference all the information to provide seamless service.

Growing our team

Many excellent people left the travel industry during the pandemic, however, we have been searching hard for the right sort of customer-focused team members and are pleased to introduce 3 of our new team members

Marcus Franksson joins FCM with an incredible 10+ years in the field of sales and customer service, where he's worked within companies including Telia, Tele2 and Canal digital. He also has a big interest in marketing and innovation and has previously had a couple of e-com businesses where he worked with Facebook and Instagram marketing. Prior to joining FCM, Marcus ran a company working with smart business cards which he had to sell due to the Covid pandemic. Marcus loves  the energy of the travel industry and has wasted no time in using his experience to bring great customer service to our clients.

Vitalia Halonen is positive, active, determined and hard-working person who can anticipate and react quickly to changing situations. She has a strong background in customer service and prides herself on having a customer-oriented way of working. Vitalia's passion is solving problems and she is focused on getting things done quickly and efficiently considering customer needs. Among other roles, Vitalia previously worked in customer service with FCM Travel Russia.