How modern insurance brokers are transforming customer accessibility with Fonzer and Brokercloud
Monday morning, after a severe storm. A customer calls. His roof is damaged, he is worried, and above all, he wants to speak to someone who knows his case as soon as possible. Being easy to reach and having the right context at hand builds trust. Making him wait or repeat his story three times puts that trust at risk.
Brokercloud as the digital hub, Fonzer as the telephony layer
Brokercloud is the digital ecosystem where brokers manage customer files, documents, calendars, tasks and communications. Fonzer adds professional cloud telephony. Thanks to the integration, you can make calls directly from Brokercloud. When a call comes in, the relevant customer file appears immediately, and every conversation is automatically logged.
"Brokercloud is built as an open platform. We work with leading specialists like Fonzer, whose solutions integrate seamlessly with the broker's customer files. Every integration enriches the central customer view, and that information always remains the broker's. That's what we mean by future-proof: an ecosystem that grows with the broker." Stijn Van Looy, Managing Director, Brokercloud
Accessibility as a process, not a matter of firefighting
With Fonzer, you can configure call flows for each office, team or topic, such as reception, production, claims or life insurance. Each call flow has its own business hours, on-call schedules and exception periods. Calls are routed through ring groups, queues or direct transfers. If call volumes suddenly spike—for example, because of storm damage, policy renewals or a large mailing—overflow routing handles the extra calls. They can be sent to colleagues, other locations or the on-call team. Meanwhile, callers hear their place in the queue or the expected wait time. Voicemails are automatically delivered by email, so no message gets lost.
AI transcription: no more typing up notes
Quickly adding notes to the customer file after every call takes time, and details can get lost along the way. Fonzer's AI transcription records conversations, converts them to text and summarizes them. Agreements, action items and important case information are captured straight away, consistently every time. Depending on your integration settings, the transcript and summary are sent to the system of your choice. If a colleague takes over the case, they immediately know what was discussed.
"Brokers currently spend a lot of time taking notes and following up on conversations. By automatically logging every call and, if you choose, transcribing and summarizing it, we give that time back for what really matters: providing advice." Ben Holemans, Managing Partner, Fonzer
AI voice bot: a first point of contact, 24/7
Fonzer's new AI voice bot answers incoming calls around the clock. Through a natural conversation, it understands what the caller needs. It answers frequently asked questions and carries out relevant actions. When needed, it transfers the caller to the right colleague, along with the context. This could include reporting a claim, rescheduling an appointment, sending documents or answering questions about opening hours.
The voice bot does not replace human advice for complex insurance questions. It does take care of simple, recurring questions and helps manage peak call volumes, giving your team more time for the conversations that really matter. The voice bot also works alongside your existing call flows. You choose the best route for each type of question: a menu, a queue, a direct transfer or a conversation with AI.
What gets measured gets managed
With Fonzer's call data, MyFonzer CRM and Tringer Analytics, you can see how many calls come in, how many are missed or abandoned, when peak times occur and how long callers wait. Every conversation is automatically logged, including who called, when and for how long, the route the call took and who answered. Use this data to make informed adjustments to staffing, opening hours and queues, based on what your customers actually experience.
Getting started, step by step
- Map your current accessibility and peak call times.
- Set up your basic call flows and connect Fonzer to Brokercloud.
- Enable AI transcription for conversations that require significant follow-up.
- Let the AI voice bot handle recurring first-line questions.
- Review call statistics and feedback from employees and customers regularly.
In closing: trust starts with the first ring
Back to the customer whose roof was damaged in the storm. He reaches the right person straight away, and they already have his file in front of them. As they talk, AI transcription captures everything. If he calls back that evening, the voice bot helps him right away. He doesn't have to repeat his story three times, and no message slips through the cracks.
That turns accessibility from a daily concern into your greatest asset. In a profession built on trust, that trust begins the moment the phone rings.
Curious how other brokers are doing it? Book a call with Fonzer. We'd be happy to show you practical examples from offices like yours.