Case Study: Fisher & Paykel achieves seamless global customer communications with Vonage

How Fisher & Paykel Powers World-Class Customer Communications with Vonage

Fisher & Paykel, a global appliances manufacturer, needed a fast, consistent way to deliver prompt customer service across many countries. The company struggled with fragmented communications and required a truly global, two-way messaging solution to support appointment booking, confirmations and customer self-service.

By embedding the Vonage Messages API—integrated into their Salesforce platform—Fisher & Paykel now sends SMS maintenance alerts, appointment confirmations and reminders with easy cancel/reschedule links, and is piloting WhatsApp for richer, voice-enabled interactions. The rollout was quick and seamless, unified customer data, reduced costs and improved responsiveness, and customer feedback now rates their service as best-in-class.

Fisher & Paykel

Rudi Khoury

Appliances EVP Marketing and Customer Experience