Freshworks solution has been selected by Sterling Bank to enhance its legacy IT platform.

The platform was deemed incapable of aiding digitisation goals and meeting the requirements specified by the ISO 20000-1 standard.

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The bank chose Freshworks’ flagship IT service desk solution Freshservice after a successful proof-of-concept.

The aim was to enable its technology team meet organisational goals and boost operational efficiency.

Sterling Bank chief information officer Olayinka Oni said: “We were very impressed with the way Freshworks presented its service desk features, backed with business benefits from an end-user point of view. At the end of the POC, we realised that Freshservice was a perfect fit to meet all our organisational needs and goals.”

The overhaul was triggered by the 2014 CIO imperative. In addition, it mandated the bank to abide by industry best practices and the CBN IT roadmap for local financial institutions.

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Freshworks director for Middle East & Africa Arihant Jain said: “Africa is a very strategic market for Freshworks. The opening of this new market is an important milestone for us. It demonstrates our expanding commitment to Africa and further strengthens Freshworks’ position as a leading provider of business software.

“The combination of our industry-leading software solutions along with an already strong customer base in the region will allow us to partner with more African businesses as every company in this region is looking for innovative solutions to improve their customer and employee experience.”