Vanquis, the UK specialist bank for customers with limited credit histories, has selected Freshworks' Freshservice platform to manage service operations across the organisation. The timing follows the near-completion of Gateway, Vanquis' flagship technology transformation programme, and signals the bank is now focused on operational agility rather than foundational rebuild.
Freshservice will give Vanquis a single platform for service management, asset visibility, and workflow automation, replacing a fragmented legacy estate that the bank's leadership describes as a constraint on its ability to scale efficiently. The platform was selected for ease of deployment, rapid time-to-value, and built-in AI capabilities for automating incident triage, request fulfilment, and reporting.
"As part of our Gateway transformation, we are simplifying the technology and processes that support colleagues across the bank," said Jem Walters, CTO at Vanquis. "Freshservice gives us a more intuitive and flexible platform to manage service delivery, automate critical workflows and improve the colleague experience as we continue building a more agile, digital-first organization."
The Gateway programme was designed to create a simpler, more scalable digital-first organisation; with that rebuild nearing completion, the bank is now strengthening the operational layer. The selection reflects a pattern visible across UK financial services: post-transformation IT estates often discover that legacy service management tooling represents the last major friction point, and that replacing it at this stage is lower-risk than doing so mid-rebuild.
"Financial institutions are under increasing pressure to modernize service delivery while maintaining resilience, governance, and operational efficiency," said Musidora Jorgensen, UKI Country Lead for Freshworks. "Vanquis' selection of Freshservice demonstrates how organisations can advance service transformation through a unified, AI-powered platform that enables faster service delivery, greater efficiency and measurable business outcomes."
Freshworks (NASDAQ: FRSH) operates across enterprise IT service management with Freshservice as its primary platform for mid-to-large enterprise accounts.
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