FBSPL- Fusion Business Solutions (P) Limited

BACKGROUND

Introduce your business and what you do there.

I’m the manager of a property and casualty insurance agency. We serve clients in Massachusetts.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Business Solutions (P) Limited?

We needed to improve efficiency within our organization. We had specific tasks and goals that we wanted our staff to accomplish, so we needed to have a resource to delegate some of the more routine and mechanical functions in our insurance work.

SOLUTION

What was the scope of their involvement?

We initially provided job aids, step-by-step training, resources, and the full outline of the job, our expectations, and what success looks like for each of those. Once we provided the training for our specific resources, Fusion Business Solutions started managing all their training and resources. They’ve also trained their backup support members so we can still have someone to do the work if a teammate is out sick. Additionally, they maintain the quality and monitor the work that’s being done to help us from an auditing and compliance standpoint.

What is the team composition?

We currently have one person working 40 hours a week; he has a supervisor and an account manager. We regularly interface with the three of them, and there are two additional people behind the scenes.

How did you come to work with Fusion Business Solutions (P) Limited?

When we identified we wanted to utilize a service provider for our specific tasks, we approached Fusion Business Solutions. We had a call, and they gave us some references to hear about their experience. Then, we talked about the training and expectations; the clarity and organization of the whole program was a contributing factor to selecting them. Overall, they made it easy and outlined what we needed to do, the timeline, and what they’d work on, which was crucial for us.

How much have you invested with them?

We pay annually about $14,000.

What is the status of this engagement?

We started training in September 2022, and our partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our productivity has increased, allowing us to focus on growth and revenue-generating activities. So far, they’ve been helpful from a productivity standpoint. Although it’s only been a couple of months, the increase in the ability to be productive will transform into growth, so the partnership has proven to be more beneficial and cost-saving than hiring a full employee.

How did Fusion Business Solutions (P) Limited perform from a project management standpoint?

They’re very responsive. We mainly interface through Microsoft Teams and emails. We also do a lot of video chats, and they’re timely and thorough with their communication.

What did you find most impressive about them?

One of their unique benefits is their availability. They’re contracted to be available and work the hours that we’re there. When they can’t they ensure somebody else does, so we get all the hours every week. Since the US has a lot of holidays with time off, we’re getting more than with a traditional employee. In general, we get a more productive resource, which is helpful and outstanding.

Are there any areas they could improve?

No, we have nothing at this moment. They’ve worked exceptionally well for us.

Do you have any advice for potential customers?

Preparation is key to success. Whatever the job or tasks you’re looking to perform, make sure you have a good understanding of what success looks like and the step-by-step pieces they need to take. If you can provide those resources ahead of time, your training will be much more effective, so they’ll start helping you earlier.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of an independent insurance agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Business Solutions (P) Limited?

Our business is legal in nature, and we were spending a lot of time on repetitive functions and data entry tasks. We engaged Fusion to help us with daily database maintenance and other special projects.

SOLUTION

What was the scope of their involvement?

The Fusion team helps us with data integrity, database management, and system functions. We use an insurance-specific CRM called Applied Epic, and the team uses the CRM to perform critical administrative functions that keep our business running. They also provide ad-hoc data entry services via Excel and SharePoint. 

Fusion primarily helps us introduce new functions and steps in with short-term projects when we need help. For example, they’ve reworked our internal systems and automated scripting. Whenever we introduce a new function, we schedule a recorded training call with a couple of Fusion team members. Sometimes, they conduct a test version before carrying out new tasks, but typically they dive right into the tasks after watching the training. I also provide step-by-step process documentation that teammates can access through our proprietary system. 

What is the team composition?

We work with two team members daily, who report to a training manager and QA specialist from Fusion. 

How much have you invested with them?

We’ve invested about $50,000 in the partnership to date. 

What is the status of this engagement?

We’ve been working with Fusion since June 2020, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Since we work with data, it’s easy for us to measure success, and Fusion is a phenomenal partner. They’ve helped us with hundreds of thousands of transactions, and their accuracy rate is 100%. 

How did Fusion Business Solutions (P) Limited perform from a project management standpoint?

Fusion has a wonderful project management process, and we haven’t faced any issues. They’re highly communicative and efficient. Each day, they send me a plan based on our priorities, and in the evening, they send a report to my business manager and me detailing their work. Our partnership is one of my life's most comfortable, predictable, and boring relationships, which is fantastic. We meet via Zoom and communicate via email. 

What did you find most impressive about them?

Although the team is based in India, they keep the same hours as we do, which is a significant differentiator. Furthermore, even though they’re not performing highly creative tasks, their level of consistency and communication is stellar. I’d be happy working with them for many years to come.  

Are there any areas they could improve?

I cannot even think of one area Fusion could improve on. 

Do you have any advice for potential customers?

My advice is to hire Fusion.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and president of Jones & Associates. We’re an independent insurance agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Business Solutions (P) Limited?

We lost two employees to larger insurance agencies and struggled to fill their positions. We’d posted advertisements on Indeed but hadn’t received any applications for over two weeks, so we reached out to Fusion to see if they could help us.

SOLUTION

What was the scope of their involvement?

They’ve supplied us with employees who help with our accounting needs, take service calls and work on administrative policy changes. They work overseas, so they’ve handled everything remotely. 

First, we held an introductory call via Zoom to discuss our needs. Then, they delivered a proposal in which they agreed to work close to our regular schedule. After reviewing their proposal, they provided us with a 30-day trial with the option to continue, which we’ve done.

Fusion has provided us with two staff members; one assists us with the personal side of the business, and the other helps with the commercial side. We run an insurance-specific software called Applied Epic, which takes a certain amount of expertise. The software tracks insurance policies, commissions, and data. 

The Fusion team members have learned how to use Applied Epic from a technical standpoint to help us with administrative tasks. They’re big on screen sharing, so when they have questions, they’ll screen-record things and send them to me for review.

The personal-focused staff member has created scripts and templates, documented our processes, and returned client service calls. They’ve also been responsible for answering billing questions and helping us with policy changes when people switch vehicles or mortgage companies update roof years. 

The commercial-focused staff member has handled our invoicing for brokerages. They’ve also been responsible for downloading the data we received from all of our insurance companies and populating it into our agency management system. 

What is the team composition?

We work with six team members, including our personal and commercial staff members and four managers.

How did you come to work with Fusion Business Solutions (P) Limited?

Fusion had been emailing me to discuss a partnership, so I reached out to them when we needed additional staff. 

How much have you invested with them?

We’ve invested about $2,500, but we just extended the contract until the end of the year, which will amount to roughly $12,000. 

What is the status of this engagement?

We engaged Fusion in July 2022, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They’ve provided fantastic staff; we’ve been delighted with their services. My manager has seen the value in the partnership after just two phone calls with them; she thinks they’ll teach us a thing or two.

How did Fusion Business Solutions (P) Limited perform from a project management standpoint?

Fusion has managed the project well, and they’re much easier to work with than other local staff members we’ve hired. We meet with the managers weekly via Microsoft Teams, and whenever we need something from their staff, we’ll message them. The process isn’t quite as formal as other projects, but they do what we need to do to get things done. 

The Fusion team is precise; we can tell how tuned in they are by their questions. They listen to us, and they take action immediately if we need to change something. We’ve had an outstanding experience. They follow a clear methodology, learn quickly, and deliver fast results. 

What did you find most impressive about them?

Fusion’s biggest strengths are their precision and speed. They communicate precisely and work quickly, so much so that they’ve asked us for more work, which has floored us. We’re actually scrambling to give them more work, which has been unexpected. 

They follow effective, systematic processes. Working with teams who are 6000 miles away can be challenging. However, they understand the workflow of smaller companies like ours. They’re also quick learners; there have been instances where we’ve trained them via screen-share, and they’ve already known how to do certain tasks. 

Are there any areas they could improve?

I have nothing Fusion could improve on. 

Do you have any advice for potential customers?

I advise trusting Fusion to take care of your business because they will.

BACKGROUND

Please describe your company and your position there.

I'm the Director of Accounting for an E & S Insurance Company. I oversee the general ledger, accounts payable, accounts receivable and financial reporting.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion Business Solutions (P) Limited, and what were your goals?

As a new company, we have many initiatives in play. We are utilizing Fusion First for a monthly manual process while we stand up automated systems. Their support has relieved my staff to focus on meeting deadlines, improving workflows, and enhancing systems.

SOLUTION

How did you select this firm and what were the deciding factors?

After becoming aware of Fusion First as a solution, I requested references from other customers within the Insurance Industry. Those candid conversations gave me the comfort to try a 50 hour block of services.

Describe the engagement and overall scope of work in detail, including the stages of the partnership and any software or documents used.

First, we met for a general description of the monthly process. I then provided a procedural document for training. We scheduled several teams meetings to train the staff which were recorded for future reference. Work performed was then reviewed with feedback for improvement provided through additional teams meetings which were also recorded.

For the first two months, half hour meetings twice a week were scheduled to answer questions and give feedback. After two month end cycles, the staff is performing at expectations. The staff was given access to our systems and the reports necessary to complete the process. The work is completed using excel and our proprietary KWIQ system

Describe their billing or cost structure.

We are currently buying staff time in 50 hour increments.

How many resources from the firm's team worked with you, and what were their positions?

We were assigned and Account Manager, Supervisor and a virtual staff member. I work primarily with the Supervisor and virtual staff member. We communicate through teams and email.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the engagement or general feedback about the services?

The month end manual process is usually completed in 50 hours. This is consistent with the time relieved from our in house staff. The final review of the process remains in house. The accuracy of the process is above 95%. The volume of work has increased month over month, but the time to complete has not. The staff gets better each month.

Describe their project management style, including communication tools and timeliness.

Since this process is manual and repetitive, once trained the staff is working independently and timely. At the end of each day, I received a recap of work completed and hours used.

What did you find most impressive or unique about this company?

What stands out to me is a the staff's conspicuous desire to do a good job. All feedback has been absorbed and improved future work. A very service oriented team.

Are there any areas for improvement or something they could have done differently?

I have no suggestions.

BACKGROUND

Please describe your company and your position there.

We are a midsize independent insurance agency in SW Florida. We have 52 full time employees and specialioze in homeowners, auto and commercial insurance. I am the Chief People Officer and I oversee our team , new hires and employee satisfaction.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion Business Solutions (P) Limited?

Our company is growing quickly and faced with staffing and physical space issues. We partnered with Fusion to add team members without having to add infrastructure. They handle several important back-end processes for us and have done an excellent job. We currently have 3 virtual employees through Fusion, and we are very pleased-we will add more in the future.

SOLUTION

How did you select this firm and what were the deciding factors?

We looked into a few different companies that provide this type of service. We settled on Fusion because of Value, communication, reputation and presentation. We have been very pleased!

Describe the project in detail and walk through their service package.

Fusion provides virtual employees for many different industries, but specifically insurance companies. We have one VA serving on our personal lines team, one on our service team and one on our commercial team. They are not client facing but they handle important processes behind the scenes with ease.

How many resources from the vendor's team worked with you, and what were their positions?

We interacted with 2-3 different folks on the management side of things for Fusion. I am not entirely sure what their titles are but we interacted with people in marketing, sales and insurance team management.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Integrating our Fusion team into our workflow has been seamless. They hit the ground running and have made themselves invaluable in just a short period of time.

How effective was the workflow between your team and theirs?

Extremely. We have team members that work directly with our Fusion counterparts and they speak very highly of their ability to work and integrate.

What did you find most impressive or unique about this company?

Their communication has been excellent, and they are thorough and hardworking. Their management team is great and easy to work with.

Are there any areas for improvement or something they could have done differently?

So far we feel great about our partnership.

BACKGROUND

Please describe your company and your position there.

CRS is a full-service insurance agency founded with one overarching goal in mind—to provide exceptional service to our customers. We provide business insurance, loss control services, surety, personal insurance and employee benefits. I am the Director of Human Resources at CRS.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion Business Solutions Pvt Ltd?

Our company is growing so rapidly that we needed to implement a solution to our workload issues. By working with Fusin First, our team's workloads were lightened and we were able to maintain the exceptional customer service that our clients were accustomed to.

SOLUTION

How did you select this firm and what were the deciding factors?

We interviewed 3 different companies and ultimately choose Fusion First based on the referrals and their feedback.

Describe the project in detail and walk through their service package.

The team is responsible for a number of processing tasks. they check all of the insurance policies we receive for accuracy, they process changes made to the policies, they assist in rating the renewals and other servicing items.

How many resources from the vendor's team worked with you, and what were their positions?

Our main point of contact is their Account Manager and we have 6 team members.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Having them handle the repetitive tasks allows our teams to focus on higher level client issues, increasing the customer service that we provide.

How effective was the workflow between your team and theirs?

We have monthly feedback meeting to iron out an kinks and if any issue arises that needs to be addressed timely. They are always available to talk about the project. 

What did you find most impressive or unique about this company?

They were able to adapt to our way of doing things and when they didn't understand something they took the time to ask questions and learn.

Are there any areas for improvement or something they could have done differently?

The only area we struggle with is thinking outside of the box. Our team has done a great job with written procedures but without those, they would not be very helpful.

BACKGROUND

Please describe your company and your position there.

I am the President & CEO of an independent insurance agency headquartered in New Orleans, LA.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion Business Solutions Pvt Ltd?

We were seeking efficient and accurate processing support for our Property & Casualty operations.

SOLUTION

How did you select this agency and what were the deciding factors?

We have seen other companies in this space, but found Fusion Business Solutions and opted to give them a go. We met with another independent agency that was already using FBSPL, and after their whole-hearted recommendation, we moved forward.

Describe the project in detail and walk through the stages of the project.

We have one full time associate, Addy W., that is assigned to work on various tasks for us. These include activities such as sending out communications to our personal lines clients at the mid-point of their policy term to check in with them and see if any changes have occurred that would impact their insurance, as well as Addy handles a monthly invoicing task that was taking our accounting department up to 8 hours each month to complete. We are actively looking to add tasks as Addy W. has been up to the job for everything we have given him so far, and has the ability to take on more.

Describe the recruitment process in detail.

After our initial interest, we had multiple phone calls and Zoom meetings to meet the General Manager, Asst. General Manager and ultimately our associate.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Addy has been excellent at performing the tasks that we have assigned. He is very communicative with us via Microsoft Teams, both chat and video, and we have found almost no errors in his work. He also is quite efficient at working through assigned tasks, so we are actively seeking more ways to have Addy help our team.

How effective was the workflow between your team and theirs?

By using Microsoft Teams, we have had very little issues with creating the workflows for the tasks we need completed. Addy and his managers take notes and we record those training sessions, and then they provide us with a recap of the workflow, step by step, that is then followed when working the assignments.

What did you find most impressive or unique about this company?

While I entered this arrangement with optimism for taking care of the more trivial tasks, we have been more than impressed by Addy's work and capabilities, and that of Fusion. We added a more complex task to the workload a few months ago that has gone extremely well, and we feel that there is much more we can do together.

Are there any areas for improvement or something they could have done differently?

So far, I have zero complaints and only praise for our business relationship.

BACKGROUND

Please describe your company and your position there.

I am the Servicing Manager for ATAG which is a tax lien investment firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion Business Solutions Pvt Ltd?

Our company has been streamlining our processes and hired Fusion Business Solutions to be a point person for servicing tasks that require quite a bit of data entry and/or repetitive processing.

SOLUTION

How did you select this firm and what were the deciding factors?

We considered many options including both in person hires as well as outsourcing and concluded that outsourcing would be the most efficient and economical solution to our needs.

Describe the project in detail and walk through their service package.

This team is responsible for processing redemption funds daily and closing out "paid for" accounts in our system. The team is also responsible for miscellaneous data entry and analyzation projects as they come due. The team is also responsible for various document processing as well as asset due diligence on selected portfolios prior to their purchase.

How many resources from the vendor's team worked with you, and what were their positions?

Our main point of contact is a team lead who then in turn oversees one employee full-time. We have however required up to six team members for specialized projects as they have arisen.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The team is very detail oriented and very efficient at learning and completing new tasks with little to no lead time. They have been excellent at providing a standard process for daily tasks as well as adjusting to various ad-hoc projects on the fly. They have demonstrated a level of competence and trust which has provided ATAG the opportunity to continually give larger and more involved projects to the team.

How effective was the workflow between your team and theirs?

Our workflow has been great. We have a specified teams channel for all daily correspondence as well as document and file depository. Additionally, the use of a helpdesk has aided in our processing queue for daily tasks. Frequent check ins between both management teams have kept everyone on the same page and in the loop for any and all projects.

What did you find most impressive or unique about this company?

They are able to approach a variety of different projects as well as accommodate a variety of security clearances for more sensitive items if needed. Their team is beyond communicative and have cemented themselves as an integrated part of our own team as opposed to an outsourced relation. Their intention is always to perform at an outstanding level. They are quick to rectify any mistakes should they arise.

Are there any areas for improvement or something they could have done differently?

At this juncture I do not have any instances in which i can offer constructive criticism for improvement. There have not been any gaps in performance and as our projects have been very data entry driven, any mistakes beyond usual human error have not occurred.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a staff augmentation company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Business Solutions Pvt Ltd?

Our company was growing and we had more open requirements that we needed help with, so we were looking for a partner that can support us with those challenges.

SOLUTION

What was the scope of their involvement?

Fusion Business Solutions is providing us with BPO and email marketing services to continue the customer acquisition flow, as well as our outreach efforts.

What is the team composition?

We work directly with a recruiter, healthcare recruiter, and email outreach specialist.

How did you come to work with Fusion Business Solutions Pvt Ltd?

Fusion Business Solutions were the ones who actually reached out to me to present their services.

How much have you invested with them?

So far, we’ve invested about $15,000.

What is the status of this engagement?

Our ongoing partnership started in August 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I wish we’re able to get more out of the partnership so at the moment, I’m only 75% satisfied with their services.

How did Fusion Business Solutions Pvt Ltd perform from a project management standpoint?

They’ve performed well from a project management standpoint, and we typically communicate through our daily calls.

What did you find most impressive about them?

Their strongest point is their ability to communicate.

Are there any areas they could improve?

I feel like we could increase our production and implement more meetings for client outreach.

Do you have any advice for potential customers?

I would advise you to set your expectations clearly and make sure you meet with them on a weekly basis.

BACKGROUND

Introduce your business and what you do there.

Alternative Claims Management handles damage recovery claims on behalf of its clients, most of whom have rental locations, dealerships, and loan programs. We’ve recently expanded into commercial claims for accidents that are caused by a third party. 

I’m the claims processing manager, and my department is responsible for taking the claims from our clients and processing them. We then either contact customers directly to obtain their insurance information or contact insurance companies directly to file claims on their behalf.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Business Solutions Pvt Ltd?

We were at a point where we had a really high volume of backlog claims, none of which were in progress due to the influx that we received at the time. We had tried several methods of obtaining the staff and resources to come in and help us with processing, however, we were still unable to meet expectations. At one point, we had to downsize as well. That’s when we turned to Fusion Business Solutions for help.

SOLUTION

What was the scope of their involvement?

Fusion Business Solutions received training and training documents from our company. Once they had completed that, they reviewed those documents and supplemented them with their own material to complete the process. We then met weekly to discuss any questions or issues that they may have had on their end. We went over each item on the document and had their team go through retraining when needed. 

The training first involved familiarizing their team with our data entry process. Once they helped us catch up in that area, we then presented the calls that needed to be completed. These calls are strictly to report claims to insurance companies. Right now, Fusion Business Solutions is completing both of those tasks for us. 

What is the team composition?

We started out with four people and scaled up to get the tasks completed. Right now, we have about six people from Fusion Business Solutions who are working with us. I also meet directly with three people from the leadership and management side of their company. 

How did you come to work with Fusion Business Solutions Pvt Ltd?

We simply did some research to find companies that best fit our needs. We came across Fusion Business Solutions and decided to go with them.

What is the status of this engagement?

We started working back in 2019, and we are still working together.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

After signing them on, we’ve been able to clear out our backlog of over 300 claims, which are three weeks’ worth of claims received from our clients. Fusion Business Solutions has caught us up to the claims that we currently receive daily. 

Our process requires that we complete the call assignment within 48 hours of receiving the claim receipt, and they’ve been able to support us with that. They’ve really helped us with two of the four tasks that are required for processing. 

How did Fusion Business Solutions Pvt Ltd perform from a project management standpoint?

They’re doing absolutely great on all levels: project management, communication, and sticking to the schedule and budget. They typically submit their questions via email, and we meet weekly or as frequently as needed through Microsoft Teams. 

What did you find most impressive about them?

What really stands out about their team is their ability to stick to directions and complete tasks without needing further guidance. They have a very high standard for their work, and they’re great at getting things right the first time.

Are there any areas they could improve?

It’s our first time using an outsourcing company, so it was very much a learning experience, but I don’t think I would change anything. 

Do you have any advice for potential customers?

Be patient. Expecting immediate results isn’t realistic because it takes time to train and show people how to handle your processes directly. Especially with layered processes like ours, training has to be done in sessions.