Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution
公司规模
1,000+
国家
- Australia
产品
- Bomgar
技术栈
- Remote Support Tool
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 远程协作
- 远程控制
服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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