Case Study: bankbazaar.com achieves 50% reduction in first response time and streamlines IT support with Freshworks

Bank Bazaar Streamlines It Support Processes and Achieves 50% Reduction in First Response Time With Freshservice

bankbazaar.com, India’s leading online financial services marketplace, faced a legacy, non‑ITIL ticketing system that funneled all requests into a single queue, lacked logical ticket classification, and relied on manual issue identification—creating process gaps and missed SLAs. To adopt ITIL‑aligned workflows that were customizable and cost‑effective, bankbazaar.com evaluated options and chose Freshworks’ Freshservice.

Freshworks deployed Freshservice across ~5,000 employees and an 83‑agent IT team, adding a self‑service portal, service catalog, separate incident vs service‑request workflows (≈80–90 templates), and asset/change/problem management plus powerful reporting and admin configurability. The solution reduced first response time by 50%, improved SLAs to 70% and achieved an ~81.4% first‑call resolution rate, while enabling faster customizations and better SLA tracking.

bankbazaar.com

Krishnenjit Roy

VP-Technology