BeyondTrust Case Studies Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution

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	Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution BeyondTrust

Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution

BeyondTrust

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	AFG has 15 support reps using Bomgar with 10 located in Perth and five others located throughout Australia.
Impact #2	AFG performs an average of over1,700 remote support sessions per month, supporting 2,000 customers and 200 employees nationwide.
Impact #3	Tasks that previously required a support rep to travel on-site can now be performed remotely.

Impact #1

AFG has 15 support reps using Bomgar with 10 located in Perth and five others located throughout Australia.

Impact #2

AFG performs an average of over1,700 remote support sessions per month, supporting 2,000 customers and 200 employees nationwide.

Impact #3

Tasks that previously required a support rep to travel on-site can now be performed remotely.

Benefit #1	Decreased support call hold times by 20%
Benefit #2	Decreased total call resolution times by 30%
Benefit #3	Increased first-call resolution rate by 50%

Benefit #1

Decreased support call hold times by 20%

Benefit #2

Decreased total call resolution times by 30%

Benefit #3

Increased first-call resolution rate by 50%

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Overview

Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution

Operational Impact

Quantitative Benefit