Case Study: TSB achieves rapid digital self-service growth and major sustainability gains with Adobe Acrobat Sign

TSB uses Adobe Acrobat Sign for the good of the customer and the planet

TSB, a UK bank with a long-standing commitment to social and environmental impact through its Do What Matters programme, needed to accelerate its digital-first strategy during the COVID-19 pandemic. The bank faced the dual challenge of keeping services available 24/7 and frictionless for customers while cutting paper use and supporting its sustainability targets, including net-zero operational carbon by 2030.

TSB implemented Adobe Acrobat Sign and launched the TSB Smart Agent chat to convert offline forms (address changes, bereavement, overdrafts, etc.) into digital, e-signed processes. Within three months it processed 140,000 forms, saved 15,000 branch visits, reduced call volumes, increased digital self-service by 9% and launched a government loan programme in 36 hours; it also saved about 7,000 pages per day (over 3 million pages total), contributing to reduced Scope 3 impacts and broader environmental goals.

TSB

Suresh Viswanathan

Chief Operating Officer