Our client stories

How FBSPL improved customer satisfaction for an eCommerce brand?

Highlights An e-commerce shopping website for Clothing, Footwear, Accessories, Furniture, Home and Lifestyle brands wanted to improve their customer support service division by reducing the response times to customer queries to under 24-48 hours. FBSPL's approach was to incrementally deploy a team of six representatives that happened over four months who got heavily involved with the client's end-to-end customer support management. FBSPL continues to handle the customer service and backend processes for the eCommerce brand. Case Summary An e-commerce shopping website for Clothing, Footwear, Accessories, Furniture, Home and Lifestyle brands needed customer support services from FBSPL. Their collection emphasizes on quality, manufacturing and craftsmanship of products. They are a customer-centric business focused on creating a positive customer experience. They wanted to improve their customer service division by reducing the response times to customer queries to under 24-48 hours. FBSPL deployed a team of customer service experts to achieve this goal and issue timely refunds to customers. The Client The client is a Europe-based e-commerce website that brings customers the finest clothing, footwear, accessories, furniture, home and lifestyle brands from Europe in one online marketplace. It has a significant presence across the UK, Europe, Switzerland and the US with an adept understanding of its clientele and what they're looking to buy from their finest brands. The Challenge Customer Satisfaction and Service had been paramount to the client. Their goal was to create a delightful customer experience for their customers. They wanted the end-user to have a seamless journey while returning, refunding or exchanging products. To achieve this, they wanted to improve their customer query response times and bring it between 24 to 48 hours. They operated on Zendesk and needed experienced professionals with the expertise to deal with customer queries and tickets. This led to a significant backlog of pending customer support tickets that needed to be actioned within their promised 24–48-hour turnaround time. Being a customer-centric brand, they couldn't afford dissatisfied customers chasing them to claim refunds or exchange products. When the client contacted FBSPL team, they had around 400-450 tickets that still needed to be responded to. This also caused negative online marketing and impacted its goodwill. The owner was the only person responding to customer queries and issuing refunds. There was only one resource for the owner, which also delayed timely refunds. The Approach FBSPL leveraged its workforce consulting services to transform the customer service division. FBSPL team took a two-step approach to tackle the challenges. The first step was to deploy a customer service expert (virtual employee) that took over Zendesk to streamline the ticket-handling process. FBSPL also got an in-depth understanding of the major pain points faced by the client's customers. FBSPL gained the client’s trust and helped them solve other significant issues related to: Return Label Processing - FBSPL creates Return labels for Bombinate customers using DHL label creation access. This has reduced from a 3–5-day process (before FBSPL) to under 48 hours (currently). Image Production - Uploading images on the website for new or existing brands. Brand Management - Communicating with brands regarding customer, product, sales, inventory and pricing issues. Improving Customer Satisfaction – FBSPL had the authorization to provide loyalty credits to a customer who was facing issues or inconveniences with their order. The Outcome FBSPL continues to handle the customer service and backend processes for the eCommerce brand. Categorizing email was a significant boost in reducing the overall ticket count. FBSPL started responding to tickets within 10-15 minutes of receiving the first issue. They can bring down the ticket count below 100. The response is provided within the designated SLA for reactions based on the issue type. Timely responses and refunds to customers have also reduced the duplicate ticket count and queries. The Trustpilot score and ratings improved as the customers were assured that somebody was working on their issue. Quick responses on Zendesk and Chats have increased the overall satisfaction for customers who are more loyal and frequently visit the website. FBSPL continues to act as the first line of defense on issue resolution for the eCommerce client.

Customer ticketing and Server Management optimization with FBSPL

Highlights The client faced significant issues with customer queries and problem ticket management. The client was extremely satisfied with FBSPL’s ticket and server management. This helped them gain the client’s trust, giving them added responsibility. We were pivotal in bridging the gap between the client and its customers.Process Implementation for end-to-end Customer Query Management. Server Management. Daily Failure Reports to derive business-facing insights. Case Summary The client is a serverless, enterprise-class data integration platform that connects enterprises to their data. They did not have the personnel with the skillset required to respond to customer tickets and queries. The Director reached out to FBSPL for a solution to tackle the problems faced with issue tracking, resolution and server management. Being a company that excels in business process management and IT solutions, FBSPL set up a process-driven foundation at the company. The Client Founded in 2012 and headquartered in Charlotte, North Carolina, the client is a transformation data integration platform that makes it easy to quickly and efficiently integrate enormous volumes of data from any source to any target. The data can be on-premises, in the cloud, or in a hybrid environment. Their customers and operations span North America, South America and the Asia Pacific. They were tasked with optimizing the current customer service and server management processes. In August 2018, the client contacted FBSPL for Jira ticketing support. The Challenge After the initial requirements gathering with the client, quite a few problem areas and pain points were identified by FBSPL. At the time, the client’s most pressing issue was managing tickets and providing adequate support to its customers. They did not have a support system that had the knowledge base to handle ticket management in Jira. The most prevalent issues were: The inability to professionally and technically reply to tickets. Lack of a signed-off business process or service catalogue to tag multiple types of tickets. No clarity on the issue resolution status and inability to track issues. Missing manager workflows and SPOCs for owning and resolving tickets. No process for logging issues reported by clients on emails, calls and chats. Lack of trained tech support professionals to answer calls. Server Monitoring, Management and Reporting. Additionally, 80% of the client’s customers needed to be made aware of creating a ticket on Jira using the tool and ended up calling or emailing their issue. At times, the problems logged on emails were missed, and there needed to be more people to answer customer queries on call or chat. Irregularities in shift timings and weekend offs also meant they needed more workforce to handle server monitoring and management. The Approach FBSPL started creating scenario-based scripts to start and guide conversations with clients on call, email and chat support. The scripts ensured that the customer representative gathered sufficient information on call to log a Jira ticket later. Information was collected from 16 key fields such as module, priority if the workaround is possible, etc. FBSPL created standard email templates for scenarios such as acknowledgement of logging the issue to the customer, asking for relevant data, sharing updates/development on the ticket, closing the ticket, and so on. Within 2-3 weeks, Fusion identified resolved tickets but not closed due to a lack of response from a customer or the support team. From an initial set of 2000, 400 such tickets were identified, and the open ticket percentage was reduced to 40%. FBSPL classified the tickets based on priority, time and status. The process implemented had a turnaround time for a ticket in an open state maximum of 1 hour. Also, inactive/parked tickets were sent to customers for reminders and auto-closure after no customer response for three days. The Outcome In December 2019, there were 80-90 open tickets from 4000+ tickets. FBSPL analyzed the patterns of different customers and queries to create a robust ticketing platform. After gaining experience, FBSPL team resolved several tickets without contacting tier-2, saving their time and leading to faster ticket resolution. FBSPL maintained employee rosters to ensure support representatives were available 24*7 for server monitoring and support. The client was extremely satisfied with FBSPL’s ticket and server management. This helped them gain the client’s trust, giving them added responsibility. We were pivotal in bridging the gap between the client and its customers.

Data Annotation - FBSPL Success Story

Highlights Our client's preventive loss inspection accelerator for policy center enabled underwriters and risk specialists to link to their platform directly from policy center. The accelerator enabled policy center users to initiate the client inspection application and store home inspection insights to prevent claims and reduce loss ratio. FBSPL offered data annotation services that helps manage labeling needs efficiently and deliver precise data within the stipulated time. Case Summary Our client's preventive loss inspection accelerator for policy center enabled underwriters and risk specialists to link to their platform directly from policy center. The accelerator enabled policy center users to initiate the client inspection application and store home inspection insights to prevent claims and reduce loss ratio. The Client Our client is an AI-first technology platform that reduces homeowner claims for insurance companies. Our client helps insurance companies save billions of dollars and build better relationships with their customers. The Challenge In the US, home insurers pay approximately $60 billion in claims annually - $15B of which are avoidable. However, virtually all insurers miss the opportunity to avoid these claims because they have not embedded preventative insights into their policyholder's home insurance experience. The Approach We enabled homeowners to own the health of their home & address simple maintenance. We check home images and added tags where maintenance was required. How FBSPL improved value? Identified risks and proactively addressed potential hazards. Prevented material damage to homes. The Outcome Mobile app improving insured experience. Client used mobile app to upload home images for AI based inspection. Inspection reduced risk in the home insurance book of business through proactive loss prevention.

How FBSPL’s Data Annotation Services Increased Customers for a Client?

Highlights The client provides Accounts Payable (AP) invoice imaging and automation, and Enterprise Content Management (ECM). The challenge was to identify different documents. We acted as their resource for Validation Services which is a part of Accounts Payable (AP) invoice imaging and automation. Case Summary Workload can sometimes be a challenge. But our qualified staff are very dedicated towards the work, so they spend extra time (if required) to finish tasks to meet deadlines. FBSPL team worked for the client which lowered customer operational costs, increased visibility and controls, and improved invoice processing efficiency. The Client The client provides Accounts Payable (AP) invoice imaging and automation, and Enterprise Content Management (ECM). They're committed to providing the best quality work and helping their clients to operate more efficiently, so they can direct more resources toward their core businesses. The Challenge Identifying different documents. Workload can sometimes be a challenge. But our qualified staff are very dedicated towards the work, so they spend extra time (if required) to finish tasks to meet deadlines. The Approach Although our staff can do each task, they have specific specialties such as Identifying different documents and validating them accordingly. Also, three of our staff handle their BPO accounts too and try to meet deadlines depending on a task and can do them efficiently since they are focused on them. In cases where staff is out, the other staff can take over. The Outcome We act as their resource for Validation Services which is a part of Accounts Payable (AP) invoice imaging and automation. Where we validate the documents such as invoices for different customers. It increases processing capacity and extends the customer’s AP team with automated workflows. It lowers customer operational costs, increase visibility and controls, and improve invoice processing efficiency. Benefits at the client’s end: More number of customers at their end. Benefits at our end: Numbers of FTE’s are added.

How Outsourcing Accounting & Bookkeeping Services Helped a US Based Firm?

Highlights The US-based client had a backlog of multiple client accounts where the invoices were not updated in QuickBooks. We discussed with their management team and their in-house staff and figured out that they would need multiple resources to cover the backlog and look at the increasing amount of work they have. They realized over time that with FBSPL, they only need a project manager from their side who could be the point of contact, and their in-house staff can focus on other activities. Case Summary A US-based client provided bookkeeping services to local businesses and small shops growing rapidly. With a team of a few accountants, they could cater to the demand of local businesses. When they decided to expand their service area, they faced the challenges of finding a skilled workforce and team retention and needed a service provider they could trust in their expansion drive. FBSPL, with its long experience in the IT-enabled service industry, robust infrastructure, award-winning service standards, and a highly experienced team of professionals, looked like a perfect service provider for them. They partnered with FBSPL to assist their in-house staff in managing the multiple client accounts they had with the bookkeeping activities. The Client US-based client provided bookkeeping services to local businesses and small shops growing rapidly. The Challenge They had a backlog of multiple client accounts where the QuickBooks invoices were not updated. A couple of their in-house staff left the company, and they could not hire replacements. The business was growing and gained multiple clients quickly, but their team could not clear the backlog of existing clients. Finding a balance between business development and internal team management and what to focus on was becoming a challenge. The Approach We discussed with their management team and their in-house staff and figured out that they would need multiple resources to cover the backlog and look at the increasing amount of work they have. After discussion, we identified tasks our virtual consultants could start working on and what we could add later. We started with 2-3 activities, and within a short period, we could handle almost all the activities their in-house staff used to do before us. Below is a list of activities that we are performing for them: Checking the accounting email account for their client messages/updates. Adding/updating invoices received from the client to QuickBooks. Compiling daily sales records for each of their clients. Generating unpaid bills reports. Detailing credit card charges and reconciling credit card statement. Tracking loan activity. Bank Reconciliations. Creating a monthly inventory report. Searching old invoices that need to be addressed and updating them. Preparing purchase reports. Books balanced and quarterly reconciliation. Working on ad-hoc requests by the clients. The Outcome Within a short period, we could increase the team size to 4 staff working for them. After we started working for them, one other in-house left their firm but still, they were able to manage the existing clients and new clients as well. They realized over time that with FBSPL, they only need a project manager from their side who could be the point of contact, and their in-house staff can focus on other activities.

How FBSPL provided business services for independent insurance agency?

Highlights As part of regular business service, the client essentially had to organize conversations for their third-party clients. They needed Client Servicing for general commercial accounts. They chose to go with team FBSPL as we were reasonably priced, and we worked the same hours to coincide with their business to provide real-time live customer support service. Outsourcing repetitive tasks and client servicing duties to FBSPL allowed their agency a significant growth. Case summary Fusion Business Solutions (P) Limited provided business services for an independent insurance agency. We helped the client with data transfer and client servicing requests, insurance billing and other related tasks. The client Business Insurance Solutions, an independent insurance agency with a primary concentration in various commercial industries. The challenge As part of regular business service, the client essentially had to organize conversations for their third-party clients. They needed Client Servicing for general commercial accounts. The approach They hired FBSPL to assist with client data transfer to our new agency management system, as well as ongoing service requests such as insurance billing, certificates of insurance, system data entry, and other service-related tasks. One member as a client specialist was appointed to the client. The outcome Outsourcing repetitive tasks and client servicing duties to FBSPL allowed their agency a significant growth. Weekly zoom meetings were held to keep everything on track and answer questions, and develop standardized workflows between the agency and FBSPL to provide clarity in job roles, duties and responsibilities.

How FBSPL outsourced best database management for insurance broker?

HighlightsThe client needed database management to create quotes renewal policy notification daily downloads policy checking. The client was working for large brands and those large brands existed to provide a product or service to a segment of people. As a result, they engaged with FBSPL team to help them identify potential prospects for this conversation. FBSPL provided virtual staff to help the client handle lot of work that saved more time for other employees. This gave the client a chance to put more energy to develop new business and get more business opportunities.Case summaryAn insurance brokerage engaged the services of Fusion Business Solutions (P) Limited for ongoing database management. The team organized the company's insurance systems and regularly checked policy updates.The clientInsurance broker, dealing business with individual customer and commercial customer for P&C and L&H products. The challengeThe client needed database management to create quotes renewal, policy notification, daily downloads & policy checking. The approach Essentially, the client was working for large brands and those large brands existed to provide a product or service to a segment of people. As a result, they engaged with FBSPL team to help them identify potential prospects for this conversation. The deciding factors for the client to select FBSPL included price structure, best insurance process outsourcing services, good customer service, experience and reputation. The account manager took the initiative to serve the client with the best we could. The outcome FBSPL provided virtual staff to help the client handle lot of work that saved more time for other employees. Outsourcing impacted the client in a way to put more energy to develop new business and get more business opportunities. The communication was certainly great through virtual meeting, phone call or email.

How did FBSPL outsourcing team transformed client service with a 50% faster processing?

HighlightsThe client wanted to enhance operational efficiency and client satisfaction amidst challenges like adapting to a fast-evolving industry and tackling new AI-equipped competitors. FBSPL addressed these challenges by implementing automated workflows for critical processes, automating the monthly update of premium sheets, and refining processes for managing commercial line activities. The collaboration significantly boosted productivity, with improvements ranging from 50% to 90% across various operational sectors. The proactive and responsive service provided by FBSPL, especially during critical times, was highly appreciated by clients.Case summaryAn insurance brokerage availed FBSPL’s services. Implementing automated workflows and refining processes across the board, FBSPL helped clients significantly increase productivity and client satisfaction. Besides addressing the operational challenges, FBSPL laid the groundwork for future growth and innovation, showcasing the power of strategic outsourcing. The client Prominent insurance brokerage firm specializing in Home, Auto, Flood, Commercial, and Personal Umbrella Insurance. The challenge Adapting to a rapidly evolving industry with shifting customer expectations. The outcome FBSPL provided virtual staff to help the client handle lot of work that saved more time for other employees. Outsourcing impacted the client in a way to put more energy to develop new business and get more business opportunities. The communication was certainly great through virtual meeting, phone call or email.