Case Study: TSB Bank achieves rapid digital self-service—140,000 forms processed and 36-hour loan launches with Adobe Acrobat Sign

Tsb Bank Drives a Digital-first Strategy, Giving Customers Control With Access to an Always-on Banking Experience

TSB Bank, a London-based retail and SMB bank serving over 5 million customers, needed to accelerate a planned digital transformation so customers could complete everyday banking tasks online. Reliant on an external agency for form updates and facing a sharp shift to digital during the COVID-19 lockdown, the bank needed faster, more flexible self-service options and the ability to launch time-critical government loan applications quickly.

By adopting Adobe Document Cloud, Adobe Sign and Adobe XD (with Microsoft integrations), TSB built and launched digital self-service forms and e-sign workflows in-house. The bank released 21 forms in months, went live with government loan forms in 36 hours, and processed 140,000 forms in three months—boosting digital self-service from 84% to 93%, cutting about 15,000 branch visits, reducing call volumes, and delivering faster, more efficient customer journeys.

TSB

Suresh Viswanathan

Chief Operating Officer