One year after setting out its 2022 strategy, TSB Bank has expanded its relationship with ADOBE to make greater use of its data and underpin new digital services for its customers.

TSB is the first UK bank to implement Adobe Experience Platform, with Adobe Campaign, gaining the ability to collect, analyse and act on its customer data in a matter of minutes.

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Adobe Experience Platform will enable TSB to bring all of its customer data together in one central location, providing the bank with a single view of its customers.

The banks said the new tool will lay the foundation for its employees to better serve customers in the moment, whether they bank online, on their mobile, over the phone or in-branch.

Adobe’s Flagship Omnichannel Platform provides “a 360-Degree Customer View”

 With 7.5 million personal and business customer profiles accessible in a central TSB platform, the bank will be able to act on the full breadth of customer data within minutes, compared with the days this could take using the company’s previous batch systems.

Using Adobe Campaign, TSB will activate this data to communicate relevant information with each customer as and when they need, based on their specific requirements.

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New customers will see the benefits immediately, for instance being kept informed throughout the onboarding process, receiving notifications when accounts have switched or salaries received, cards have been dispatched and first transactions and payments have successfully completed.

New tool has something for everyone: customers, businesses, employees

 Additionally, Adobe Experience Platform will help TSB to identify where it can help customers such as setting up a direct debit to manage bills or to change their address digitally when they move home.

Alternatively, if a small business owner gets locked out of their online banking, TSB will be able to instantly call or text them on their registered device with instructions on how to log back in. 

For their part, in-branch employees will have the latest information on each customer’s online and mobile activity to hand, ranging from which services they have been browsing on TSB’s website to how they have been using their mobile banking app.

This will provide a complete picture of who they are serving and how they can help, the bank said.