Freshworks > 实例探究 > Freshdesk 帮助 Finsure 实现高 SLA 和首次呼叫解决率

Freshdesk 帮助 Finsure 实现高 SLA 和首次呼叫解决率

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用例
  • 时间敏感网络
关于客户
Finsure 是澳大利亚发展最快的抵押贷款聚合商,拥有超过 1550 名经纪人的网络和超过 340 亿澳元的贷款账簿。这个由 80 名成员组成的团队依靠 Freshdesk 为抵押贷款经纪人提供日常支持。
挑战
Finsure 使用共享收件箱来响应经纪人的查询和请求,这导致他们的电子邮件客户端速度减慢并影响员工绩效。负责管理经纪人薪酬的佣金团队难以高效运作。他们需要一个可扩展的解决方案。
解决方案
Finsure 实施了 Freshdesk(一种客户服务帮助台解决方案)来取代共享收件箱。 Freshdesk 提供对话历史记录、责任和可定制的工作流程。该团队发现 Freshdesk 易于使用,并接受了新的工作方式。
运营影响
  • 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.

数量效益
  • 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.

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