Whether you’re partway through Implementation and need to review what you’ve done so far or are new and joining a group who are already partway through, this is the spot for you. Here we’ll review the key points of what we might have covered so far.
What is Fuse?
Fuse is a marketing platform designed specifically for insurance agencies. It allows you to set up automated messaging campaigns comprised of emails, text messages, and postcards to audience groups built from specific criteria. (More on that later.)
What is Implementation?
Implementation is an in-house process here at Agency Revolution designed to onboard you to the Fuse product. Comprised of six calls, our goal for implementation is to get two of your campaigns up and running. While we do have a soft outline for this process, it can vary greatly depending on multiple factors including your management system and other individual needs.
Call 1 - Welcome and Integration
This call will change drastically depending on your management system. It usually has three main goals:
Introduce you to the team:
The people you will be working with here at Agency Revolution. This includes:
- Your Implementation Specialist, who will be working with you through the next five calls.
- Your Client Success Manager, who will begin working with you at the end of implementation with the goal of continuing your forward momentum with Fuse.
Activate your Fuse account:
This will get you logged into your Fuse account for the first time. This only applies to the first user logging into Fuse; others can be added later.
Integrate with your management system:
Here we begin importing your customer data. This process will change the most depending on your Management System. Some systems have a live (automatic) integration; while others have manual integration, requiring you to either click a button or upload a report in order to update your customers in Fuse.
Once the initial sync/import has begun it can take several hours to complete. Once we have verified that it is functioning correctly, we will usually end our session, letting the import run in the background between calls, and pick up where we left off on the next session.
Call 2 – Setup and Mapping
As with Call 1, this call will be very different depending on your management system. Here our goal is to review the data that was imported on the last call and complete whatever help Fuse needs in order to file your data properly. You will usually see this information divided into different steps or tasks in the Setup screen, including policy types, statuses, line types, and employees. These can be divided into three categories:
The point of these individual tasks is to make sure that you are filing your data properly on Fuse’s end. Please note that this will be very different for you individually, as each management system will require different steps, and will also reflect how carefully you curate the data inside of it. For example, you most commonly will be asked to map:
- Policy Types, associating the policy type “AutoP” with “Personal Auto” on Fuse’s end.
- Policy Statues, associating the policy status “CNP” as “Cancelled”.
- Employees, associating the producer or CSR “WendyD” with the employee “Wendy Doe” in Fuse.
Here we will configure some of your top-down settings that aren’t campaign-specific, such as:
- Configuring your Company Information, such as your agency name and phone number.
- Entering profile information for your employees or Users and configuring their permissions.
- Adding some basic Theme information including your logo and email footers.
Configuring your domain (@domainishere.com) so that emails sent from Fuse will be sent directly from it rather than from insuranceservices.com. While this step is considered optional, we strongly recommend completing it. Click here for more details.
Calls 3 & 4 – Fuse Basics
This is it, the call you’ve been waiting for! (If you’re intending to have additional employees sit in on the Implementation process, this is probably where you would want them to begin.) These calls will focus on the basic processes and use of Fuse.
Accounts are the individual customers and prospects that have been imported into Fuse. Clicking on an account will give you additional details on them, all of which could potentially be used in building a segment. You will want to review your accounts to make sure that your mapping has been done properly.
The Account screen will be used for three primary purposes:
- Building segments.
- Reviewing individual accounts for more information.
- Starting a one-time blast message via the Message Center.
Inside of an individual account, you will be able to see their:
- Activity, or the history of what has happened to them within Fuse.
- Contact information, for both the primary and additional contacts on the account.
- Tags, or custom data markers that you might have applied to the customer in order to group them with others.
- Policies, including active, inactive, and quotes.
- Claims, including opened and closed (depending on your management system).
- Responses, if the person has interacted with a Form built-in Fuse.
- The Campaigns the customer is currently participating in. They can be removed from a campaign from this screen, as well.
- Additional data that might have been imported from your management system, usually fields that are unique to it.
Segments are the different groups that we have sorted our accounts into. Building a segment will always be your first step as far as any process in Fuse. Click here for more details on how to build a new one.
Once built, a segment is semi-permanent. It will be visible in the Segment panel of your Account screen until you manually delete it. These segments can be used on multiple campaigns and blast messages, so there is no need to make identical segments; you can always re-use an existing one. Segments are also dynamic, meaning they will automatically adjust based on recent customer data. (For example, a customer who buys an Auto policy will automatically leave a Home-No-Auto segment; or a new customer will enter it if they do not have one.)
Blast messages, sometimes called broadcast messages, are one-time messages sent to large groups of people at the same time. The best examples of these would be holiday messages, newsletters, or event invitations/advertisements.
Campaigns are a series of messages tied together via some form of automation. While they might target large audiences, usually only one message is being sent at a time. A campaign’s audience is determined by selecting a segment and deciding when people from that segment can enter or leave the audience. Campaigns are divided into sequences, or sub-campaigns, which are made of a list of steps or instructions as to what that sequence is supposed to do. There are three types of campaign sequences that you will work within Fuse:
- Sequence-of-Steps Campaigns, where the customer will immediately hit Step 1 and continue to work their way down the list. This type of campaign tends to react to customer events, such as becoming a new customer or prospect, or the customer initiating a claim.
- Account-Date Campaigns, where all the steps in the campaign are centered around a date unique to each customer, such as a birthday or policy expiration date.
- Specific Date Campaigns, where the steps are set to go out on specific days, usually a holiday campaign.
Fuse currently has two methods of launching campaigns:
Quick Start Campaigns, which are pre-made campaigns that can be launched with the push of a button. These are great for if you're in a hurry to get something running or just don't have the time or manpower to make your own campaigns. Quick Start Campaigns, however, cannot be edited and should be considered take-it-or-leave-it options.
Custom Campaigns, whether you're wanting to create your own campaign from the ground up or you liked one of the Quick Start Campaigns but want to make edits to it, this is the option for you. Custom campaigns give you the ability to create a campaign that does and says what you need, as well as the ability to make changes to it beyond launch.
Calls 5 & 6 – Review
These final calls are more driven by the user and their individual needs. The initial focus is on whatever help the user might need in editing, finalizing, and launching a campaign. Once a campaign is launched (or at least launch-ready,) we will review how to interact with live campaigns and how to review their metrics and history.
Fuse’s normal function when it comes to sending emails is to simply generate and send them when instructed. For example, if a campaign is supposed to send an email in reaction to a customer purchasing an additional policy, the email would simply be sent immediately when that policy is imported to Fuse. The Outbox gives you the ability to review that email before it is sent.
Emails from campaigns that have been instructed to go to the Outbox will be held there for seven days, during which you can perform three actions to them:
- Approve the email, sending it immediately.
- Cancel the email so that it will not go out. (Please note, this does not remove the customer from the campaign, so they would continue to receive any subsequent emails from that sequence.)
- Edit the email before sending it. (This only affects the email currently being sent; it does not apply your changes to any future messages that campaign might send.
If no action has been taken at the end of the seven-day holding period, the email will be sent as usual. It is important to review messages in the Outbox as this can result in a delay, throwing off some date-sensitive campaigns such as Birthday messages.
A campaign sequence’s activity will be its history within Fuse. (Please note that this is separate from customer or Account activity.) Activity will normally fall into three separate types:
- Customers that have been added or removed from the sequence.
- Emails that have been sent according to the sequence’s instructions.
- The status of emails that have already been sent, such as if they bounced or were opened by the customer.
The Dashboard will give you a top-down view of some of your metrics within Fuse. It will be divided into various widgets that focus on different data. Some of these will not activate until several messages have been sent from your campaigns, so don’t panic if most of it is blank on first checking it. Each widget should have a “?” icon in the corner that will give you more details as to its function.
Business Insights is a sub-section of the Dashboard containing additional widgets. The information contained here, however, is not Fuse-centric and is instead more focused on your agency data such as Policies Per Client or Top Expiring Clients.
Notifications within Fuse will be generated whenever the system detects a problem that needs to be addressed. The most common examples are:
- If we haven’t received updated information from your management system in a while.
- If Fuse detects something wrong with one of your campaigns that would result in it not sending.
- If you have made changes to a campaign or segment but not applied them to the live version.
Clicking on the notification within Fuse will take you to the problem so that it can be fixed. You will receive a daily email reminding you of unresolved notifications and can optionally receive a text message reminder as well.
Fuse also gives you the ability to create forms that can be embedded within web pages. While we only offer templates for contact and quote request forms, you could create your own for other purposes. When a customer fills out the form they are added into Fuse as a prospect (supposing they are not already in it,) and will be opted into a follow-up campaign that they will receive messages from. Please note that you currently cannot embed forms within emails sent from Fuse.
At the end of your sixth Implementation call, we will schedule another follow-up call with your Client Success Manager. This person will be your advocate within Agency Revolution, with the goal of continuing your forward momentum in Fuse’s use. We want to make sure that you have a good return-on-investment with Fuse, so your CSM will be your go-to person for help in specific projects such as launching additional campaigns or reviewing your existing ones in order to improve them.
You will also have access to our regular Fuse Customer Support for your day-to-day needs. Whether you have questions or would just like someone to double-check your work to make sure that it’s configured properly, support will be the place for you. Support can be accessed by clicking on the chat icon in the upper-right corner of Fuse, or by calling 1(800)-606-0477.