TSB Bank had already started investing heavily in its digital channels and self-service capabilities before the pandemic hit. But in March of 2020, it stepped on the accelerator. Through its digital-first strategy, the bank reinforced personal service in uncertain times by ensuring its services were quick, easy to use, and available 24/7.
TSB Bank quickly transformed offline forms, such as those used for address changes, bereavement, overdraft enquiries, and more, into digital formats. Soon afterward, it launched a Smart Agent chatbot which connects customers to essential self-service forms with e-signature functionality. In the three months that followed, the bank processed 140,000 forms digitally, drastically reducing unnecessary visits to branches, decreasing call center volumes, and significantly boosting customer satisfaction scores.