Case Study: Finsure achieves a 94% SLA and 81% First Call Resolution with Freshdesk

Finsure ditches shared inboxes for Freshdesk and achieves a 94% SLA

Finsure, a fast‑growing Australian mortgage aggregator with over 1,550 brokers and an $34B loan book, relied on email and shared inboxes across its 80‑person team to support brokers. The volume of sensitive, high‑priority queries—particularly for the Commissions team—overloaded mail clients, hindered accountability and conversation history, and proved not scalable.

IT Manager Tristan Delany implemented Freshdesk to provide a true helpdesk with customizable workflows, clear ownership, and searchable interaction history, supported by a responsive customer success team. Within months Finsure achieved an 81% First Call Resolution for Commissions and a 94% SLA for systems support, while improving collaboration, efficiency, reporting and eliminating downtime from bloated shared inboxes.

Finsure

Tristan Delany

IT Manager