Mortgage Choice (ASX:MOC) has increased productivity in its remote and mobile workforce after deploying a remote access tool.
Speaking to CIO Australia, Mortgage Choice’s CIO, Neill Rose-Innes, said he realised the need for a remote tool after his IT team were helping franchise partners and staff resolve basic computer issues over the phone.
“We have not a huge user base, but around 1100 users of our services and of those users about 950 are actually franchisees and their staff,” he said. “What that means is most of the users are remote from our offices in North Sydney, so we’re providing desktop based support.”
Rose-Innes went to market and trialled one solution, but decided to deploy with LogMeIn Rescue, saying it provided the best performance.
“It’s a web-based access…[and] it really hasn’t presented us with any technical problems,” he said. “We can take control of their [staff members’] device with their approval and resolve the problem in the background and free them up to do the work they need to do.”
Initially rolling out the service to his help desk team and eventually to the rest of the business, allowed Rose-Innes to gauge his staff members’ reaction to the product.
Benefits of the rollout have included the ability for IT staff to take control of end-users’ computers to solve their technical issues while over the phone, instead of “spending half an hour or 45 minutes [just] on the phone trying to resolve something over a phone conversation,” Rose-Innes said.
Since the introduction of LogMeIn Rescue, Rose-Innes said user satisfaction on the performance of the IT helpdesk has reached over 90 per cent.
“We’re more efficient as a service function and equally as important from my perspective is the end user experience,” he said. “In other words, we don’t have to explain to them deeply technical stuff and we can go in and look at the computer itself, look at the underlying system and any issues with that so it’s hugely beneficial from the end-user’s experience.”
Achieving an ROI that has already “paid itself off probably a couple of times a year in terms of efficiency”, Rose-Innes said the tool is part of a larger move at Mortgage Choice to create a simple IT space for its employees.
“What we’re really trying to illustrate is simplifying technology to our end-user base and what does that practically mean?,” he said. “It probably means a lot of things but simple things like moving more and more towards web delivered solutions.”
Mortgage Choice’s deployment comes as Telstra recently announced its plans to collaborate with LogMeIn Rescue for support service.
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