Support

All Fanavaran products, including the Core Insurance Platform (Bonyan) and Business Intelligence Solution (Pooyan) are considered large-scale and enterprise-level software. As such, they require a higher level of support services throughout their lifecycle and during customer usage. Support services and customer satisfaction are among the most important strategic goals of Fanavaran, and all its products, across various user levels, benefit from the highest quality of support services.

Support Approaches

At Fanavaran, support services are delivered through two distinct yet parallel approaches to ensure maximum coverage and enhanced service quality.

Business-Centric Approach

Providing support services categorized by insurance lines and delivered by Fannavaran's dedicated support team.

Experienced and Skilled Professionals in Both Business and Technology Domains
Rapid Resolution of Potential Errors, System Queries, and Ambiguities
Addressing Customer Issues and Requests Across All Insurance Lines
24/7 Support for Insurance Companies' Operational Servers

Customer-Centric Approach

Providing support services categorized by customers and delivered by Fanavaran's Customer Support Team

Customer Representative at Fannavaran, Advocating for Their Interests
Assisting in Managing Customer Relationships with Other Teams
Direct, Face-to-Face, and Unmediated Communication with Customers
Expert Evaluation of Customer Requests and Providing Tailored Solutions

Ways to Contact the Support and Customer Teams

1. Interactive Subsystem in the Bonyan System

Communication infrastructure within the Bonyan System
Responsiveness in the shortest possible time

2. Interactive Subsystem in the Project Management System (Custom PM Software)

The project management system, exclusively designed by Fanavaran, is delivered to customers. In addition to enabling support through the interactive subsystem, it is also used for creating and managing customer requests.

3. Phone Calls

Direct user support and training
Direct communication with various levels of support

4. Holding Meetings

Maintaining and developing face-to-face relationships with insurance companies
Meetings for directly gathering feedback and suggestions

5. Periodic Customer Surveys

Distributing satisfaction surveys for the received version
Providing ISO 10004:2012 customer satisfaction surveys
Conducting regular evaluation meetings with customers
Annual surveys of selected branches and agencies

Custom Interactive Project Management Software (PM)

Key features of this software include:

Execution processes and reporting mechanisms
Supportive tools for project control and evaluation with specified access levels
Tracking project progress from request to completion
Transparency with clients in task advancement
Integration and coherence in managing client requests