Fusion Outsource Solutions

Customers with Fusion Outsource Solutions

Case Study

Its4women.ie
FOS provides customer contact and policy processing for one of Ireland leading online insurance brands Its4women.ie. We handle over 2000 enquiries per day across outbound calls, online chat and email response. Services Include:

Front End Customer Services
Its4womens remit was to offer its customers the best online experience. As an online company the requirement was not take any inbound calls but to give customers the option to key their numbers onto the telephone system and then call them back. In addition, Its4women wanted to make the most efficient use of online tools such as online chat and emails.

FOS designed a system for Its4women that allows the management of outbound calls and for Its4women back office system. This allows all messages to be recorded against the client’s record and chats can be automatically forwarded to the outbound team if a telephone call is required. Customers can also score how the chats are handled providing Its4women with customer satisfaction ratings.

In order to store email messages against a client’s record, FOS designed an i-message system that links from the Its4women website and customer portal so all messages can be tracked and saved. This makes it easy for any customer services adviser to follow a message if it requires multiple responses. Its also saves time in looking for messages and enhances the whole customer experience.

Back End Processing
FOS provides the following “back end” services to Its4women:

Policy Processing - We check all new business documents for quality and underwriting integrity.
Paperwork - We will request all required paperwork from customers such as licences and no claims discounts. Once received these will be checked against the policy data to make sure the initial data is correct. For documents not received we will continue to pursue the required paperwork within the procedures designed by its4women.
Document Management - Once documents are received and checked we will scan all paperwork against the customer record.
Payment Processing - For customers wishing to pay for their insurance we will process payments and reconcile accounts.
Mail Room - We will provide a complete mail room function printing out, enveloping and posting documents to Its4women clients.

Measurable
Everything we do must be measurable against a set of procedures and targets provided by our customers.


Phone Systems	Call recordings Call Management software to monitor the number of calls, answer time, queuing time etc Outbound Calls are automatically added to a call list that monitors, number of calls, type of call, average time to make calls
Online Chat	All chats are saved to the database to review and appraise Can monitor number of chats by time of day/ day of week Number of chats handled per hour Number of lost chats Customers can score chats
Back Office	Random Quality Audits of all processes

Case Study

AIG Ireland
For Its4women.ie FOS provides a complete service from Customer Service enquires to back office policy administration. However our service is bespoke and we can design a service around our customers’ requirements

AIG Ireland have developed a telematics based private car insurance product branded as “Boxclever” that is distributed through a number of insurance intermediaries in the Republic of Ireland Market. Our service for AIG Ireland include the following:

Front End

Broker Support - Instead of dealing with customers directly we provide a backup service to insurance intermediaries, answering any questions they may have about the product or underwriting enquires. This can either be through a dedicated telephone number or an internal task list for interacting with the brokers.

Back End

Telematics - We manage the fitment of the telematics device, monitor their performance and any anomalies that may occur. We will also manage the process for the devices and liaise with telematics service provider.
Claims Management - We will add any claims to the system to make sure that the data is always correct and up to date.