FINTECH STRATEGIES
By consolidating fragmented workflows, automating manual processes and improving visibility across service requests, financial leaders have been able to significantly improve performance. In some cases, SLA resolution has risen from around 80 % to 95 % across tens of thousands of quarterly tickets, while change management processes wthat once took 45 minutes have been reduced to five.
For financial institutions, that kind of visibility matters. When leaders can see requests, workflows and service performance clearly, they are better placed to reduce risk, improve operational resilience and give employees the tools they need to work more effectively.
Breaking down service silos Fragmented platforms can also make collaboration harder. We often see that many financial services organisations are affected by the same issue. Different teams are expected to work together, but the systems they use often keep them apart. Operational teams, technical teams and shared service functions may all be working on separate platforms, meaning requests can fail to move cleanly from one team to another.
When that happens, employees often fall back on email. But emailbased processes create their own risks as messages can be missed and teams lose visibility over the full service lifecycle.
“ When service management is fragmented, manual and difficult to govern, financial institutions lose visibility”
Simon Hayward General Manager and Vice President of Sales, International Freshworks
By consolidating workflows onto a single service management platform, financial leaders have been able to create clearer visibility across support, engineering and operational teams. In some cases, major incident processes have also been moved out of disconnected third-party tools, helping teams understand whether a recent change may be linked to an outage. This approach has helped some organisations reach resolution rates of 90 % within eight working hours.
This is where modern service management becomes vital not only as a help desk tool, but also as a way to connect teams and reduce the risk of missed work.
From email routing to enterprise service The same challenge appears in fastgrowing financial institutions. As banks, building societies and credit unions
122 October 2026