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TSB Bank rolls out online forms with Adobe’s partnership amidst COVID-19

UK-based TSB Bank has teamed up with Adobe in a bid to boost its customer service by providing its personal and business banking customers with online customer servicing forms. TSB has stated that the launch of Adobe Sign has enabled it to use its digital channels to serve customers and reduce the need for in-branch visits as well as customer calls to service centres during COVID-19.

“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,” said Suresh Viswanathan, Chief Operating Officer at TSB Bank. “Working with Adobe has allowed us to be agile in our response to the pandemic and the rapidly-changing situation ahead of us. This has required us to move at speed and ensure schemes can be consistently updated as and when needed.”

The collaboration has allowed TSB Bank to release 18 forms online, over the last two months, with the use of Adobe XD. The Bank has also processed over 80,000 online interactions using Adobe Sign.

The Bank has also made the UK Government’s Coronavirus Business Interruption Loan Scheme and Bounce Back Loan Scheme application forms available online, thus supporting SMEs and SMBs. It is also using its TSB Smart Agent web chat function for directing customers to relevant online forms.

“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,” said Paul Robson, President International, Adobe. “It means it’s more important than ever for brands to give customers what they need, and TSB is an example of an organisation that’s adapted quickly to achieve just that.”

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