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Australian Finance Group (AFG), the largest third-party wholesaler of mortgages in Australia, processes an average of over 6000 residential mortgages worth a total of over $2 billion per month and has 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. 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. "It was very hard to navigate customers through various PC tasks," said Jon Craik, AFG helpdesk representative. "We relied on screen shots emailed to us from members to view errors, and this was time-consuming. Most of our customers were outside our domain, and it made it very difficult to connect to their PCs."
In April of 2005, after searching the web for a suitable remote support tool, AFG boosted its support capabilities by implementing NetworkStreaming SupportDesk™.1 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™2 Support Center and Symantec pcAnywhere™3, but these options did not fill AFG's needs sufficiently. "We found these alternatives under-performed when compared to SupportDesk™," said Craik. "Our customers and support reps found it difficult to connect to each other, and they seemed to run slower when connected." SupportDesk™, with its ease of use, simple setup, and ability to push remote control sessions to unattended systems within AFG's company LAN, was the ideal fit for AFG's support needs.
Now, AFG has 15 support reps using SupportDesk™, with 10 located in Perth and 5 located throughout Australia. AFG performs an average of over 1700 remote support sessions per month, supporting 2000 customers and 200 employees nationwide. Since purchasing SupportDesk™, AFG has decreased support call hold times by 20% and total call resolution times by 30%. In addition, the first call resolution rate has risen by 50%. Because of this increase in efficiency, AFG support reps can handle approximately 20% more support incidents in the same amount of time. Tasks that previously required a support rep to travel on-site can now be performed remotely.
According to Paul Blackman, AFG IT Infrastructure Manager, visits to customer sites and AFG satellite locations for the purpose of technical support have been completely eliminated, significantly decreasing downtime and travel costs and increasing customer satisfaction and retention. "We use SupportDesk™ constantly and are able to connect to 99% of our customers quickly and hassle free," said Blackman. "Our customers feel confident that when we connect and take control of their PCs, we will be able to solve their problem the first time."
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.
NetworkStreaming is the only provider of appliance-based remote desktop support solutions, offering greater security and lower total cost of ownership. With the SupportDesk™ appliance, NetworkStreaming's clients can eliminate monthly fees and enhance the security of their helpdesks.
- SupportDesk™ is a trademark of NetworkStreaming, Inc.
- WebEx™ is a trademark of WebEx Communications, Inc.
- pcAnywhere™ is a trademark of Symantec Corporation
The Adobe® logo is a registered trademark of Adobe Systems Incorporated in the United States and/or other countries.
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