Even though Adobe solutions are digital, we still had to shift our strategy to meet customers’ most urgent needs. Our field team kept in touch to our accounts to learn how the virus had affected them and what they needed most. And we did a customer survey that has provided valuable information for planning and creating actionable plans to guide our customers as they navigate new challenges.
With remote business now a huge priority, we discovered that digital forms and e-signatures were in much higher demand. Also, with schools closing down, we realised students needed access to their digital tools. So, we started offering free, personal, in-home access to Creative Cloud in place of classroom licences. And with businesses adjusting to working from home, we extended the duration of our free trials for e-signatures and free PDF services.
With many banks suspending in-person visits during lockdown, financial institutions have been forced to rethink how they support customers through digital channels. For TSB Bank in the UK, the coronavirus pandemic accelerated its vision of serving its personal and business banking customers online. As part of TSB Bank’s 2022 strategic plan, it released 18 forms online and managed over 80,000 customers interactions in just eight weeks, using Adobe Sign. This would have otherwise equated to as many as 15,000 in-branch, face-to-face visits. They’ve shown thousands of customers how easy it is to access services digitally, giving them peace of mind, whilst staying safe at home.