Finsure's Transition to Freshdesk: Enhancing Efficiency and Achieving a 94% SLA

• Time Sensitive Networking

Finsure, a rapidly growing mortgage aggregator in Australia, was facing a significant challenge in managing its broker network. The company relied heavily on email as the primary communication channel with its network of over 1550 brokers. However, the use of multiple shared inboxes to respond to brokers' queries and requests was proving to be inefficient and unmanageable. The sheer volume of incoming queries often caused their email client to crash, negatively impacting employee performance. The Commissions team, responsible for managing broker remuneration, was particularly affected. They were struggling to perform their day-to-day operations efficiently due to the sensitive nature of their conversations and the high volume of queries. The management at Finsure realized that shared inboxes were not a scalable solution and began looking for alternatives.

Finsure is the fastest growing mortgage aggregator in Australia with a network of over 1550 brokers and a loan book of over $34 billion. The company has an 80-member team that relies on Freshdesk to support mortgage brokers on a daily basis. The company's Commissions team, which manages broker remuneration, receives the highest number of queries. These conversations are sensitive and need to be managed with care. Finsure's IT Manager, Tristan Delaney, is responsible for managing projects that enable employees to deliver services to the brokers.

Finsure's IT Manager, Tristan Delaney, was tasked with finding a viable solution to the company's communication challenges. Having had experience with helpdesk software in his previous roles, Tristan knew that a customer service helpdesk was what Finsure needed. He had spent considerable time with Freshdesk and its competitors and decided to bring Freshdesk to Finsure. The decision to switch to Freshdesk was also influenced by the company's responsive customer success team. Freshdesk was rolled out to all teams interacting with brokers, not just the Commissions team. The platform provided a unique workflow that was required for Finsure's operations. It offered accountability, improved collaboration, increased efficiency and productivity, customizable workflows, easy reference to past interactions, and reporting on employee productivity.

• The transition to Freshdesk brought about a significant change in Finsure's operations. The platform's 'easy to use' experience was quickly embraced by the employees, leading to a more efficient response to brokers in a timely manner. The new system also made their work more enjoyable by reducing stress. The unique workflow offered by Freshdesk ensured that no communication was lost, a critical aspect for Finsure's operations. The platform also played a significant role in how Finsure interacted with brokers on a daily basis. The move to Freshdesk has not only improved Finsure's operational efficiency but also enhanced its market presence and product selling capabilities.

• Achieved a 94% Service Level Agreement (SLA) for the systems support team.

• Drove an 81% First Call Resolution for the Commissions team.

• Improved efficiency and productivity across teams and processes.