Experior Financial Group Inc: Powering scalable IT support with Zoho Assist
The company: Experior Financial Group Inc.
Founded in 2014, Experior Financial Group Inc. is a rapidly growing managing general agency (MGA) serving clients across Canada and the United States. Established by co-founders Jamie Prickett and Lee-Ann Prickett, the company blends the strengths of captive, broker, and network marketing models into a unique Tri-Brid structure.
Headquartered in Guelph, Ontario, and Cheektowaga, New York, Experior supports over 15,000 licensed associates and has grown from 25 to nearly 150 internal employees in just 7 years.
The Challenge
As the company expanded, the IT team experienced rising pressure to meet the needs of a larger and more spread-out workforce. What was once a manageable task of in-office, hands-on troubleshooting turned into a more complicated support environment. This change came as the need to work from home became more common in 2019, even before the pandemic.
The team required secure and reliable remote access to troubleshoot systems, run PowerShell commands, and fix user issues without depending on slow manual scripting or workaround processes. Meanwhile, it was crucial that the company’s growth was not hindered by security worries.
The Solution: Zoho Assist
After evaluating several tools based on features and security frameworks (including SOC 2 alignment), Experior selected Zoho Assist as their remote support platform. For over seven years, Zoho Assist has served as a cornerstone tool within their IT ecosystem. Here's how Experior Financial Inc. uses Zoho Assist.
- Unattended access deployment: Zoho Assist is automatically deployed across all organizational endpoints, ensuring full coverage without manual installation.
- Daily IT troubleshooting:The IT team uses unattended access every day to connect to employee systems, resolve browser issues, diagnose connectivity problems, and address system errors.
- Remote command execution:Through the dashboard tools, technicians launch command prompts and execute PowerShell scripts directly on remote machines.
- Zoho ecosystem integration:Experior integrated Zoho Assist with Zoho Desk, allowing technicians to initiate remote sessions directly from help desk tickets, creating a streamlined support workflow.
"The device association and integration with Desk is nifty; being able to click on a ticket and connect to the associated device made the decision easy.”
Benefits and ROI
Zoho Assist has enabled Experior’s lean IT team to efficiently support a workforce that has grown sixfold.
Key outcomes include:
- Seamless support for 150 employees without any hurdles.
- Secure connections to all employees’ remote desktops throughout the organization.
- 100% endpoint management with automated deployment.
- Faster troubleshooting during and after the shift to remote work.
- Eliminating the need for inefficient scripting and manual interventions.
By implementing Zoho Assist organization-wide, Experior Financial Inc. ensured remote troubleshooting became proactive, fast, and standardized, rather than reactive and fragmented.
“Zoho Assist has been a cornerstone of our IT operations, providing secure and reliable remote desktop connections for our entire organization. It works exactly as expected and allows our team to support every employee efficiently, no matter where they are.”
- IndustryIT Services and IT Consulting
- TypePrivately owned
- Employees1,001-5,000
Looking forward
Zoho Assist has become an essential remote support tool for Neurealm. Its user-friendly interface, robust backend tools, and seamless unattended access capabilities make it ideal for a 24x7 support model. The team is now better equipped to troubleshoot and resolve issues quickly, with greater control and transparency.
