TSB’s investment in real-time customer insights and personalisation marks the latest in an ongoing partnership with Adobe. The bank’s previous investments in Adobe Analytics, Adobe Target, and Adobe Campaign formed the foundation of its digital experiences, and now TSB has positioned itself for long term omnichannel success.
During the COVID-19 pandemic, TSB also accelerated its roll-out of digital forms with the help of Adobe Acrobat Sign, part of Adobe Document Cloud. Where previously customers were required to complete a paper form in-branch, customers can now perform tasks such as address and name changes, loan applications, request account closures and more using its online forms, allowing customers to access the services, support, and finances they need, quickly and securely.
At the height of the pandemic, TSB was able to launch 23 forms in just three weeks and processed more than 140,000 digital firms in the first three months, saving its customers around 15,000 in-branch visits.
In addition, TSB’s ‘Do What Matters Plan’ — its commitment to being a responsible business — includes an environmental objective to reduce its carbon footprint. With Adobe Acrobat Sign, TSB has been able to reduce its waste by minimising the need for printed documents that must be sent through the post. As a next step towards its goal, the bank will use Adobe Real-Time Customer Data Platform to identify customers who are yet to go paperless and use Adobe Journey Optimizer to prompt and guide them through the quick and effortless process.
The integrations between Adobe solutions have been instrumental in TSB’s rapid evolution. “It’s brilliant how all of Adobe’s technologies work together. We haven’t had Adobe Experience Platform long but it’s already underpinning new capabilities in our mobile app, our marketing campaigns, and our offers for customers,” says Gamble.
Just as impressive for Gamble is the speed with which TSB continues to innovate. “The question I get asked the most is how we move so fast, and my answer is always the same,” he says. “We trust our strategy, we trust our relationship with Adobe, and we continue to learn and adapt quickly.”