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2015 Issue 2 | GearedUp
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46
Meet the Company behind the Product:
Fusion LLC
very daily decision is based on
choice, whether it be as simple
as what shirt and tie to wear to
that important meeting or as difficult
as choosing a company to work with
and handle your marketing purposes
and decisions. When making a decision
as important as this, it is imperative
to choose a company that is ethical,
efficient, flexible and has a willingness to meet all expectations. For Fusion, doing things a little differently means doing
them a lot better; as our motto states:“Pick our brains, Test our
expertise, Sample our service.”At Fusion, we approach promotional programs with a singular commitment to innovation and
ingenuity.
What began as a small“mom and pop”promotional products
company over 30 years ago, has now become a global enterprise.
Operating out of multiple offices within the United States, Fusion
currently employees 42 full-time employees, 28 of which are
dedicated to managing Planet Fitness customer care. For the last
six years, Fusion has been proud and honored to have played a
role in helping many of the Planet Fitness owners bring a positive
experience to their members. When you combine great promotional programs with smart marketing strategies and a keen
understanding of the Planet Fitness family, you’ve got Fusion.
This experience, however, would not be possible without the
customer service representatives who are the backbone of our
operation; effectively managing all store needs related to client
and customer happiness and success as it relates to over 500
Planet Fitness products.
Each customer service representative is accountable for
a specific role with regard to the Planet Fitness franchise and
online store, ranging from handling any and all phone orders,
new inquiries from new store owners, assisting in managing
Planet Fitness customer service and inventory, as well as
responding to requests made by corporate. On top of these
duties, Fusion representatives receive approximately 45 calls a
day fielding questions from members, store managers and staff
regarding efficient daily store operations related to Planet Fitness
products. In addition to phone and email, Fusion also provides
Planet Fitness owners, managers and members with a live chat;
with 25 or more being initiated on a daily basis in regards to
membership and other store related matters.
Working out of two warehouses (Massachusetts and
]
Wisconsin), with more than 40,000
square feet and over 20 full-time warehouse employees, our four senior supervisors and two general managers oversee
the receiving and storing of products, as
well as the picking, packing, shipping
and printing of Planet Fitness product
and apparel. Each day our warehouse
team is responsible for millions of dollars
worth of inventory that your stores rely on receiving in a timely
and organized fashion. On a daily basis, our team of representatives and warehouse employees not only ship between 300-500
packages to over 1,000 stores, but we must also buy inventory,
warehouse and ship to this family of stores without interruption
all across the nation and Canada.
Aside from being responsible for the sourcing, coordinating
and negotiating of products for over 1,000 Planet Fitness locations, Fusion also serves clients within the NBA and NHL, one
of the world’s largest insurance companies in the energy field, a
global computer software company and a national mobile mart
grocery chain, to name a few.
Many clients also entrust Fusion with the responsibility
of running their e-commerce stores, a process that involves
designing, maintaining and managing public and private
websites. Representatives that are assigned to these clients
manage customer chats, while also restocking the private stores
when products and inventory are low in order to ensure that the
public website always has availability. It is Fusion’s responsibility
to make sure that both the buyer and the client feel that all their
needs are being met above and beyond their expectations.
When you do business with Fusion, our goal is to make
superior customer service a given; it’s the linchpin of why
our clients have been turning to us for over 30 years. Fusion
employees are always on call to provide support and \