How we support insurance brokers across India — with our own remote tool.

The challenge

Our customers are insurance brokers and their back-office teams — not IT people. When something goes wrong in SAIBA, they need help now, and walking a non-technical user through installing and configuring a remote-desktop tool over the phone was the slowest part of every ticket. Add machines locked down by corporate IT, patchy bandwidth in smaller towns, and users wary of “letting someone into my computer”, and first-contact resolution suffered.

We were also paying per-seat for a third-party remote tool — with commercial-use prompts and per-device tiers that didn’t match how a growing support team actually works.

Why we built SimDesk

We wanted remote support that a scared, non-technical user could start in seconds, that our technicians could launch straight from the ticket they were already working, and that recorded itself for training and audit. Nothing off the shelf did all three at a price that made sense at our scale — so we built it, and made it the tool our own desk depends on every day.

How we run support on it now

• Attended, in seconds. The broker opens SimDesk, reads our technician the six-digit code on their screen, and approves access. No install, no login, no admin rights — the objection that used to cost us minutes per call simply disappeared.
• Straight from the ticket. Our technicians launch the session from the SAIBA / Simson Desk ticket they’re already in, and it logs and records back to that ticket automatically. No copying session notes by hand.
• Unattended for servers. For brokers’ always-on machines and our own infrastructure, a Secret ID + key lets us reconnect for maintenance without anyone at the keyboard.
• Recorded for training. New support staff learn from real recorded sessions, and every access has an auditable trail — which matters in a regulated industry.

What changed

The install-and-configure dance at the start of every remote session is gone: connection is now a single code the user can read out. Sessions live with the ticket instead of in a technician’s memory, so handovers and audits are trivial. And we stopped paying per-seat, per-device licence fees to an outside vendor for the core of what our support desk does — the tool is ours.

The best proof we can offer a prospect is simple: the remote support you’d be buying is the exact same software we trust to run our own desk, every day.