NZ On Air Case Study

Allanah Kalafatelis is the Communications Manager at New Zealand On Air, the government broadcast funding agency. She’s in charge of the full range of comms functions; media releases and media liaison, website publishing, social media, publications and stakeholder events.

NZ On Air has worked with us since September 2015 – having moved to Fuseworks from a well known ( some might say ‘infamous’ 😉 ) multinational media monitoring provider.

GOODBYE FRUSTRATION
“Fuseworks is responsive to our needs.”

If you invest in media monitoring the absolute least you should expect, is to receive relevant reports and have an account manager who’s willing to take ownership of any issues you encounter.

“Our previous provider was not interested in finding solutions to our problem (irrelevance of material) instead they wanted to upsell us to a more expensive product”, says Allanah. “Their client service was appalling.”

Fuseworks does everything it can to keep customers happy – as Allanah has experienced first hand.

“Fuseworks bent over backwards to solve a tricky problem I was having to do with my browser. It wasn’t their problem but I couldn’t fix it, and it interfered with my use of the service. Their tech-y people worked on the problem for days till they found the source and advised me how to fix it. Brilliant service!”

HELLO USEFUL INFORMATION

There’s a little bit of alchemy in getting media monitoring absolutely right for each client.

It’s easy to get wrong, with the consequence that you end up missing material that you want to see, or seeing material that’s not relevant…or not sufficiently relevant.

Getting the formula right is something Fuseworks invests heavily in, for each new client that joins us – and it really makes a big difference.

“Other staff have commented on the fact they actually read the daily report now.”

“Other staff have commented on the fact they actually read the daily report now, whereas they had been ignoring the daily emails from the previous provider because they included so much irrelevant material,” says Allanah.

“Our Board loved the new media report, which I built in the Fuseworks portal.”

BUILT AROUND YOUR WORKFLOW

There’s no one way to use Fuseworks. It’s built to be flexible and mould to how you want to work.

For NZ On Air that means…

“Our senior leadership team receive daily reports, while I receive 5 minute alerts of any stories mentioning our organisation. I go into the portal several times a week to code items so that once every two months I can build a report that captures key information on how our communications efforts are going.”

“Fuseworks is a really useful tool for reporting against your communications strategy.”

“Fuseworks is a really useful tool for reporting against your communications strategy. If you put some time and effort into setting up tags and consistently apply them you can create really insightful reports.”

You can be as hands on, or as hands off as you want to be.

TICKING ALL THE RIGHT BOXES

Media monitoring services have existed in New Zealand for more than sixty years. Breaking into such an old and established market meant Fuseworks couldn’t just focus on getting one thing right – we needed to tick all the boxes.

So what does the sum total of the package look like to NZ On Air?

“The portal access means we get a lot more out of the service.”

“The daily reports are easy to navigate, the portal access means we get a lot more out of the service than with our previous provider, including customisable reports, and the cost was the most reasonable for the level of service provided.”

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