- Time Sensitive Networking
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, 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'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.
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