Case Study: TSB Bank achieves rapid digital self-service and processes 140,000 forms in 3 months with Adobe Experience Cloud

TSB Bank drives a digital-first strategy, giving customers control with access to an always-on banking experience

TSB Bank, a London-based bank with about 7,000 employees and more than 5 million customers, set out on a digital-first strategy (backed by a £120m investment) to make everyday banking smoother and more self-service. The bank struggled with slow, agency-dependent form updates just as COVID-19 forced branch closures and an urgent need to scale online services and launch government loan applications rapidly.

By adopting Adobe Experience Cloud (AEM Forms, Acrobat Sign, Adobe XD) alongside Microsoft integrations and a LivePerson chatbot, TSB created and launched 21 digital self-service forms in three months and had loan-application forms live in 36 hours. The initiative processed 140,000 forms in three months—replacing about 15,000 branch visits—lifted the digital self-service rate from 84% to 93%, reduced call-center volumes, and sped up customer response times.

TSB Bank

Mike Gamble

Director of Analysis and Design