UK-based TSB Bank has managed over 80,000 customer interactions in eight weeks through its partnership with Adobe.

The partnership is part of the bank’s 2022 strategic plan and aims to support personal and business banking customers by making its customer servicing forms available online.

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Over the past eight weeks, TSB has released 18 forms online, designed in Adobe XD. In addition, the bank has also processed over 80,000 online interactions using Adobe Sign.

Suresh Viswanathan, COO at TSB Bank, said: “Enabling our customers to access the services, support and finances they need, quickly and securely through our platform, has been a critical part of our plans. It also frees up our colleagues to serve them on more complex issues.

“Working with Adobe has allowed us to be agile in our response to the pandemic and the rapidly-changing situation ahead. This has required us to move at speed and ensure schemes can be consistently updated as and when needed.”

Reducing the need for in-branch visits 

By rolling out Adobe Sign, TSB has enabled more customers to be serviced through the bank’s digital channels, reducing the need for in-branch visits. According to the bank, the number of customer calls to contact centres throughout Covid-19 has also fallen significantly.

Paul Robson, President International at Adobe, said: “As more people look to digital channels and services for support during these unprecedented times, it’s likely the pandemic will result in a permanent step change in how people perceive and consume digital services.

“It means it’s more important than ever for brands to give customers what they need. TSB is an example of an organisation that’s adapted quickly to achieve just that.”

TSB has made application forms for the UK’s Coronavirus Business Interruption Loan Scheme and Bounce Back Loan Scheme available online.

Furthermore, TSB is using its new TSB Smart Agent webchat function to direct customers to the relevant online forms.