Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution
Company Size
1,000+
Country
- Australia
Product
- Bomgar
Tech Stack
- Remote Support Tool
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Headquartered in West Perth, Western Australia and employing over 700 people, Australian Finance Group (AFG) is an independently owned Australian company specializing in arranging loans for almost any purpose, in most cases at no charge to the customer. AFG processes an average of over 6,000 residential mortgages worth a total of over $2 billion per month. They have seized more than 20% of the Australian broker market. With customers and employees throughout Australia, AFG support reps could not travel on-site every time support was needed.
The Challenge
Australian Finance Group (AFG) is the largest third-party wholesaler of mortgages in Australia, processing an average of over 6,000 residential mortgages worth a total of over $2 billion per month. With customers and employees throughout Australia, AFG support reps could not travel on-site every time support was needed. They were responsible for everything from software support for their customers to network and server administration for their primary and satellite offices. AFG’s support reps often had to walk end-users through complex tasks over the phone, which was time-consuming and difficult.
The Solution
In April of 2005, AFG boosted its support capabilities by implementing Bomgar, a remote support tool. Customers and employees could receive support with only a few clicks of a mouse. AFG used trials of several remote control support products, including WebEx Support Center1 and Symantec pcAnywhere2, but these options did not fill AFG’s needs sufficiently. Bomgar, with its ease of use, simple setup and ability to push remote control sessions to unattended systems, was the ideal fit for AFG’s support needs.
Operational Impact
Quantitative Benefit
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