PrimeLending is a national residential mortgage originator with over 300 branch offices across the United States. With such a large geographic footprint, they were searching for a solution to solve the challenge of opening new branch offices and closing or relocating offices while providing consistent and timely day-to-day support for IT issues.

They were utilizing corporate IT staff to manage these needs, which led to increased travel and payroll expenses. PrimeLending desired a more efficient, scalable, and cost-effective solution that would offer exceptional technical support consistent with the ever-changing mortgage industry.

Buchanan’s field services team recommended a solution that would assist PrimeLending’s branch locations with onsite troubleshooting and break-fix support. Buchanan would utilize its national footprint of technicians to complete technical site surveys, branch cabling, IT equipment installation and other technical projects related to onboarding and decommissioning branches. All locations would utilize the same knowledgebase of information and be managed by Buchanan’s dispatch team to ensure a consistent level of service.

PrimeLending was able to completely eliminate the need to send internal IT staff to branch openings and closings, letting the IT team focus on running the day-to-day operations. This significantly reduced travel costs and increased employee efficiency. The solution also allowed PrimeLending to estimate costs per site, helping the company to plan and manage IT-related expenses more effectively. Finally, PrimeLending was able to minimize downtime in break-fix scenarios and increase overall uptime while simultaneously supporting multiple locations across the country in a single day..