Our client stories

How our team surpassed the pre-renewal turn around time (TAT) by 30 days?

The story of a Colorado-based insurance brokerage firmOur client is committed to philanthropy, supporting child welfare, homelessness, and second-chance initiatives. They aim to build lasting client relationships and offer tailored solutions beyond just policies.Known for guaranteeing satisfaction through personalized service, they strive to optimize insurance coverage by reducing risk and enhancing profitability.Services they outsourced to us: Commercial line activities Challenges faced by the client: Task delegation, recruitment of quick learners, consistency with quality and quantity standards, meeting Turn Around Time (TAT) Why they chose us: Cost-effectiveness, quality of service, personalized attention, reliability and consistency, scalability and flexibility 90 days V/s 150 days1. Client's in-house limitationsLast year, our existing client, who previously outsourced their eDocs task to us, approached us for additional staff for their pre-renewal activities in policy processing. The assignment required completion at least 120 days ahead. However, the client's internal team could only manage up to 90 days.2. Understanding the pain pointsWe began by asking questions including, but not limited to, what is given below:Tell us the top 5 challenges you currently face with your pre-renewal process.What is your present approach to data collection and verification?How do you ensure consistency in terms and conditions?May we know your key performing indicators?Which is the most time-consuming task in your pre-renewal process?What are your short-term and long-term business goals?Please tell us about your existing systems, tools, or platforms.3. Analysis of the root causeBasis the answers provided, our team analyzed the root cause behind issues and concluded that:The client was not following standard operating procedures, which led to a lack of access to accurate property details.Their existing system lacked the required accessibility, flexibility, quality control, and detailed reporting.Tasks were not divided into manageable stages, leading to bottlenecks in task completion, etc.4. Responding to identified issues In response to the identified issues, we:Began sourcing data independently instead of solely relying on the client's resources.Divided tasks into several stages to improve manageability and accelerate progress.Recognized opportunities for automation and suggested tools that can streamline the process.Improved communication, established regular check-ins, status updates, and more.How we helped drive change?1. Made a real differenceThrough strategic intervention, we completed the task 150 days before the policy renewal date. Exceeding the expectation by 30 days."We could not have done it without you this year. Your team has been a tremendous asset, and we are excited to continue our partnership."2. Enhanced efficiency, productivity, and profitabilityEstablished a systematic approach, reduced bottlenecks, and enhanced overall efficiency.3. Reinforced our commitment to meeting deadlinesOur proactive stance and timely accomplishment of crucial tasks not only elevated client satisfaction but also reaffirmed our dedication to meeting deadlines."They worked when we worked and completed their tasks quickly and efficiently."Wondering about the other initiatives we pursued to support our client?

Read Full Case Study

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.

Read Full Case Study

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.

Read Full Case Study

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.

Read Full Case Study

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.

Read Full Case Study

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.

Read Full Case Study