Fusion Business Solutions (P) Limited

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.

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.

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.

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.

Please describe your company and your position there.

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

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.

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.

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.

Please describe your company and your position there.

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

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.

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.

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.

Introduce your business and what you do there.

I’m the president of a staff augmentation company.

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.

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.

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.

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.

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.

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.

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.

Please describe your company and your position there.

Calls By Brand is a lead generation company. We have been in business 7 years providing qualified sales leads to major brands and their agencies. I am the COO and Vice President of Client Services.

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

We needed to supplement our staffing needs in business development and back office support for the Phonexa call tracking software.

How did you select Fusion Business Solutions Pvt Ltd and what were the deciding factors?

We had hired a number of part time people who skill sets matched our needs but their attentiveness and commitment was lacking. I received an email inquiry from Fusion and we decided to see if outsourced workers would be a better long term solution

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

We started first with one person to take a lead role in our business development process. After the successful first 30 days; we decided to add another person to learn our back office needs and assist in client services. We invested time to train both of them in the use of Phonexa to ensure that we had a back up resource.

Describe the recruitment process in detail.

We first discussed our project with with our account manager going over the key skills we were looking for and any additional requirements. Based on that, we were introduced to candidates that met and exceeded our needs.

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

With their support; we were able to first build a detailed business development process that instantly provided us with quality leads and a methodology that allow us to maximize sales opportunities. Within client services; we provided extensive training on the use of Phonexa with our business requirements.

After 30 days we were able to expand his responsibilities so that we are seeing a much higher degree of accuracy while improving the performance of our campaigns

How effective was the workflow between your team and theirs?

Even though their staff were remote, they became part of our team and took responsibility for their actions. We communicated mostly via Skype, Zoom and email and their efficiency is apprecaited.

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

They provided high level personnel at a cost effective price. They are proactive in suggesting solutions to a variety of challenges

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

There were some communications issues in the beginning due to learning curve associated with the lead gen industry. These were quickly overcome with training and education.

Please describe your company and your position there.

I am the owner of Business Insurance Solutions, which is an independent insurance agency with primary concentration in various commercial industries.

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

Misc Project / Client Servicing for general commercial accounts

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

We chose to go with Fusion because they were reasonably priced, and their team worked the same hours to coincide with our business to provide real-time live customer support.

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

Our company hired Fusion to assist with client data transfer to our new agency management system, as well as ongoing client servicing requests such as billing, certificates of insurance, system data entry, and other service-related tasks.

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

One member as a Client Specialist

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

Having the repetitive tasks and client servicing duties handled allowed our agency growth.

How effective was the workflow between your team and theirs?

We held weekly zoom meetings to keep on track and answer questions, and developed standardized workflows between our agency team and Fusion to provide clarity in job roles, duties and responsibilities.

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

Their representatives learn quickly and easily and are eager to expand for new tasks.

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

The only barrier we had to overcome was using the proper grammar used in correspondence with clients. However, this was quickly rectified by designing email templates to be used, as well as other simple training conversations.

Please describe your company and your position there.

I'm the Director of a Recruitment agency specialising in placing Management Consultants across the globe.

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

We needed help with researching additional candidates for our clients.

How did you select Fusion Business Solutions Pvt Ltd and what were the deciding factors?

They got in touch with us during the height of the covid-19 pandemic and offered us a free trial for 2 days. We did this and the service was great and we took it up full time a few months later.

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

Fusion helps us on an ongoing basis to find candidates for us mainly on LinkedIn. They find people we wouldn't have time to find ourselves and then we get in touch with them and handle the rest of the process.

Describe the recruitment process in detail.

Fusion generates many long lists of names for us on a daily basis based on search parameters we give them and they look suitable people up on Linkedin and send us their addresses. We then get in touch with the people ourselves, pitch them the companies and hopefully in the end they accept a job with our client.

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

We have placed over 30 different candidates through the work that Fusion has done with us and this has not only increased our revenue but also helped people find amazing jobs and helped our clients to grow their businesses.

How effective was the workflow between your team and theirs?

Extremely quick and responsive. It's great!

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

They are friendly, cost-effective, and do a great job.

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

Sometimes there is a learning curve on a new search but they get it really well with good feedback.

Introduce your business and what you do there.

I’m the CEO of a market research company. We coordinate qualitative market research for insights agencies, and we have about 20 members. 

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

As part of our regular business service, we essentially have to organize conversations for our third-party clients. Sometimes, our external stakeholders speak with very specific individuals such as engineers, industry or business leaders, and social media influencers. 

Essentially, we're working for large brands and those large brands exist to provide a product or service to a segment of people. As a result, we engaged with Fusion to help us identify potential prospects for this conversation and to help us with the initial outreach. 

What was the scope of their involvement?

The Fusion team performs virtual assistance services to us, and each of the team members has a variety of skills. Some of them have good technical and social media skills, and some are good at scraping the internet and identifying individuals — those are the skills that are valuable to us. 

We also utilize them for other services such as creating PowerPoint presentations, organizing meetings with clients, and more. However, their main work involves lead generation and initial outreach to potential candidates.

What is the team composition?

We have a permanent person who works with us full time, and recently, we began working with another person. We also have other people working with us, but we scale up and down based on the season. 

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

I was referred to them. I talked to another CEO six months ago, and he owns a franchise. I told him my problem, and he told me that I should give Fusion a call. Then, I listened to his advice — I made the call — and here I am.

How much have you invested with them?

We’ve probably spent $8,000–$10,000. Since we’re now bringing a second person, that number’s going to double. As a result, we’ll probably invest $25,000–$35,000 annually going forward. 

What is the status of this engagement?

We started working with them in October 2020, and we continue to collaborate.

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

They pinpoint people better than our internal staff, and a lot of them have been very detailed-oriented. Sometimes you can only drill down so far from the information you find on the internet, whether it be on LinkedIn, Facebook, Tiktok, or Instagram. However, Fusion does a very good job of looking at details of what we’re looking for and getting close to the target. They don’t necessarily directly hit every single time, but they’re pretty close most of the time. 

We’re a project-based company and not every single project requires Fusion’s services, but the ones that require them, allow us to make revenue. They also help us supply between 25%–35% of the participants for any given project on their own. 

We intend to use Fusion as we grow, and we’re definitely in the process of scaling. That’s why we’re backfilling a lot of our lead generation with Fusion’s team to help support our internal resources. We see their people as part of our “football team”. This is not short-term — it’s a forever type thing. 

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

Fusion has an excellent project management process. Every morning, as we start our day, we get an update from our virtual assistant indicating exactly what he’s planning to work on. Moreover, he also gives us a list of things he’s working on and it’s in order of priority. 

That way, we have the option to switch priorities on the list. Then at the end of the day, they send us a progress report of exactly what they’ve completed on each of the tasks on the list.  They’ve gotten more intertwined in our daily process. 

What did you find most impressive about them?

I don’t have a lot of experience with other business outsourcing or virtual assistant firms. I’ve done my fair amount of projects with companies from platforms like Upwork and Fiverr.

However, what makes Fusion stand out is the way they function within our daily framework. The team organizes themselves in a way that keeps them productive as opposed to us proactively figuring out how to keep them productive. The fact that they always make progress for us and uses all their hours to positively influence our business impresses us the most. 

Are there any areas they could improve?

I can’t think of anything because I don’t know if we’d change much if we had the opportunity to. We’re a very busy company and our staff tends to be overtaxed. With Fusion’s work, we’ve been more productive and they help free our time. Overall, what they’re providing for us is perfect at this particular moment. 

Do you have any advice for potential customers?

Fusion gave their services for a month for half the price. In that sense, try, take a step, and give things a little bit of thought as to what you can use their help with. What ends up happening is you get to be more productive because the team has a tendency to do things you can do, so just go ahead and get started. 

Introduce your business and what you do there.

I’m the founder and managing director at Wilson Brook. We’re a recruitment firm that recruits from C-suite to management level across several industry sectors within the UK.

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

We wanted to address a capacity issue. We effectively needed additional resources in a cost-effective manner, such as admin, research, and business development support.

What was the scope of their involvement?

Fusion business solutions provide me with research and administrative support from a business development perspective. 

We had an initial call where I explained the nature of my business to them. After they introduced me to my Fusion employee, we started working on my research assignments, where they would help build a target list of candidates via internet resources such as LinkedIn. They would import that data into my CRM and contact them through my various LinkedIn Accounts.

We would have daily calls to review the workload and results from the previous day’s activities, and I would provide further instructions and guidance on their next tasks.

This research assignment slowly evolved into research support for business development. I will provide them information on companies to reach, and they would conduct further research around that. Additionally, they also support me from an administrative perspective where they will input all the data into my CRM — giving me a broader mixture of support. Technically, you could categorize it all to administration data entry and internet research.

We’ve sometimes scaled the engagement up or down so I don’t always have two people working with me full time. Originally, I had one that was full-time and one on a part-time basis. Then as of December, the part-timer became a full-time employee.

What is the team composition?

I started off with just one individual called Priyansh (Senior Recruitment Associate), and then I increased the resource of a second individual, Punit (Associate).

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

They came highly recommended by a former colleague who has used them in the past. I spoke to one other outsourcing partner and they didn’t give me the same level of confidence as Fusion. Fusion seems to be a more established organization with more people, resources, with a stronger process and track record. It was a combination of all those factors that led me to engage with them.

How much have you invested with them?

One full-time employee costs me about ￡900 (around $1,200USD) a month. I guess you can do the math on that one and work out approximately how much I invest. In my view, it’s good value for your money compared to hiring somebody full-time here in the UK.

What is the status of this engagement?

We started working together in April 2020, and it’s been ongoing ever since.

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

We review the outputs of their activities on a daily basis. They’re productive and we receive a good volume activity with a high level of accuracy. When it comes to the research activity in build targets, the quality of the candidates they identify is of high quality. We deal with a variety of roles, so there’s always going to be a learning curve for them in terms of what we’re looking for.

The daily calls help in terms of giving feedback and refining the search to ensure that the future research is higher in quality and accuracy. Generally, I’m pleased with their activity, and I think they have been a significant contributor to the success of my business for the last 12 months.

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

They perform very well. They always complete the activity within the time scale that’s requested. There’s a fair degree of complexity in terms of the different types of activities. They have to follow a certain pattern so it’s not just doing one very simple thing all the time, they’re doing a whole variety of activities with different messages.

They also have to keep a lot of different things on top and sometimes it confuses me, let alone them  — but they deal with the variety of complexity rather well.

Furthermore, the communications are always good. They send me an email outlining their daily tasks they’re going to perform, and then send me an email at the end of the day with a spreadsheet, summarizing the work. Occasionally we’ll have calls with their supervisors, where we share feedback with each other.

What did you find most impressive about them?

One characteristic that I found most impressive is their ability to interpret my requests, and then deliver a high-quality output very quickly.

Are there any areas they could improve?

If they were able to offer a voice-based activity, that would be useful with all the work they’re doing at the moment. However, while they speak very good English, it is heavily accented. As a result, it would be difficult for them to do phone-based activities in the UK market.

Do you have any advice for potential customers?

It’s all about clear communications. Give them clear instructions and as much information as can. We also always sense check the initial output of their work at the start of a new assignment. They will provide me with early results for sense checking to make sure they’re on the right path.

There may be some people who might perceive them negatively because they’re an outsourcing company. Therefore, they might not give them the level of respect and communication that they require. I think the more you develop the relationship, the better quality and quantity of communication you will have with them.

Some people gave their outsourced employees English names, which is understandable because some people over here might struggle with the pronunciations. However, I made a point of finding out their real names because I wanted to show them the respect and courtesy they deserve.

As with any relationship, the more you communicate and invest in it, the more you understand each other and the better results you get.