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

Australian Finance Group (AFG) is the largest third-party wholesaler of mortgages in Australia. 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. 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, an AFG help desk representative. "We relied on screen shots e-mailed 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."Read Full Case Study