Case Study: bankbazaar.com achieves 50% reduction in first response time with Freshservice

Bankbazaar streamlines IT support processes and achieves 50% reduction in first response time with Freshservice

BankBazaar, India’s leading online financial services marketplace with 5,000+ employees across multiple countries, faced chaotic IT support from a legacy ticketing system: non‑standardized workflows, all tickets landing in a single queue, poor classification and manual issue identification. Seeking an ITIL‑compliant, configurable and cost‑effective solution, the IT leadership evaluated Freshservice, ServiceNow and Jira and selected Freshservice for its fast deployment, customizability and value.

BankBazaar deployed Freshservice across 83 IT agents, rolling out a self‑service portal, service catalogue (handling roughly half of issues), separate incident and service‑request workflows with 80–90 request templates, and modules for change, problem and asset management. Greater admin configurability and powerful reporting drove measurable improvements: SLA compliance up 70%, first response time cut by 50%, and first‑call resolution at 81.4%, with plans to expand the deployment and add ML for L1 automation.

bankbazaar.com

Krishnenjit Roy

VP-Technology