Case Study: Bangor Savings Bank achieves faster, scalable service excellence with Freshservice and Freshdesk

Bangor Savings Bank achieves 98% SLA resolution with Freshservice

Bangor Savings Bank, a community financial institution, was struggling with outdated and inefficient service platforms. Their IT support system was cumbersome, and their customer support for Bangor Payroll relied on over 50 shared email inboxes, which offered no visibility into performance or ticket tracking. To address these challenges, they turned to vendor Freshservice for IT service management and later Freshdesk for customer support.

The solution from Freshservice and Freshdesk centralized all support ticketing onto a single, visible platform. This implementation by Freshservice enabled the bank to achieve significant results, including SLA resolution rates of 95% for IT and 98% for customer support, while efficiently handling tens of thousands of quarterly tickets with dramatically improved response times.

Bangor Savings Bank