Case Study: Australian Finance Group eliminates on-site support visits and cuts resolution times with BeyondTrust (Bomgar)

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

Australian Finance Group (AFG), a West Perth–based mortgage wholesaler with over 700 employees that processes around 6,000 residential mortgages (~$2 billion) per month, struggled to provide timely IT support across Australia. Support staff could not visit customers or satellite offices for every issue, relying on emailed screenshots and lengthy phone walkthroughs, and often had difficulty connecting to customer PCs outside their domain.

In 2005 AFG implemented Bomgar’s appliance-based remote support to enable quick, secure remote control and unattended access. Today 15 support reps run about 1,700 sessions per month for 2,000 customers and 200 employees, reducing hold times by 20% and total resolution times by 30%, increasing first-call resolution by 50% and rep capacity by ~20%, and eliminating on-site support visits—cutting travel costs and downtime while boosting customer satisfaction and a ~99% connect rate.

Australian Finance Group

Paul Blackman

IT Infrastructure Manager