Case Study: NIC ASIA Bank supports 1.8 million customers and achieves 99% first-response SLA with Freshdesk

NIC ASIA Bank - Customer Case Study

NIC ASIA Bank, one of Nepal’s largest private commercial banks with 301 branches, 3,000+ staff and 1.8 million customers, sought to raise regional customer‑experience standards while overcoming slow, manual processes and the need to juggle multiple interfaces. Committed to transparency, professionalism and service excellence, the bank needed a streamlined, auditable support platform that could handle both B2B and B2C needs and meet strict regulatory and cybersecurity requirements.

NIC ASIA implemented Freshdesk within a month to create a single‑window support platform and added Freshchat on the website, shifting users from email to live chat and handling 400+ conversations daily. The bank now tracks CSAT, NPS and other KPIs via Freshdesk reporting and achieves strong operational results — First Contact Resolution by chat 82%, First Response SLA 99% and Resolution SLA 98% — while planning integrations with bots and Freshconnect to improve internal collaboration and compliance.

NIC ASIA Bank

Suman Thapa

Manager - Experience Enrichment