Vanquis, a UK-based specialist bank, has selected Freshservice as its AI-enabled service operations platform. The decision forms part of the bank's Gateway programme, which is focused on updating its technology landscape.
The Gateway programme, which is nearing completion, is intended to update Vanquis' operational framework with the aim of creating an organisation that is simpler, more scalable, and aligned with a digital-first approach. Through the implementation of Freshservice, Vanquis plans to strengthen its service operations, with the objective of supporting governance and improving the delivery of consistent service experiences across the organisation.
By adopting Freshservice, Vanquis will manage its service operations through a single platform. According to the company, this is expected to support faster incident resolution, more efficient request fulfilment, and improved self-service capabilities for employees. The platform's AI functionality is designed to automate repetitive tasks, assist with issue identification, and provide insights into service performance.
Vanquis selected Freshservice based on factors including its usability, speed of deployment, and AI capabilities. The platform is intended to support workflow automation, simplify service delivery, and provide flexibility as business requirements change. It also combines service management, asset visibility, and workflow automation within a single platform.
Musidora Jorgensen, UKI Country Lead at Freshworks, said financial institutions are facing increasing pressure to modernise service delivery while maintaining operational efficiency and governance. She said Vanquis' adoption of Freshservice reflects the use of a unified, AI-enabled platform to support service delivery, operational efficiency, and business outcomes.
The implementation also sees Vanquis join other organisations that have adopted Freshworks to modernise service management using platforms designed to support operational efficiency and scalability.
