Case Study: TSB Bank achieves rapid digital processing, reduced paper use and improved customer experience 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 good, accelerated its digital-first strategy during the COVID-19 pandemic to keep services available 24/7 while supporting its “Do What Matters” sustainability and customer-care goals. The challenge was to quickly digitize offline, paper-based processes (address changes, bereavement, overdrafts, etc.) without losing personal service and while reducing environmental impact.

TSB implemented Adobe Acrobat Sign and a real-time chat-led Smart Agent to connect customers to e-signable self-service forms. Within three months it processed 140,000 digital forms, saved 15,000 branch visits, reduced call volumes, increased digital self-service by 9% and launched a government loan programme in 36 hours. The change also cut paper use by about 7,000 pages per day (over 3 million pages total), supporting the bank’s paper-reduction and net-zero targets.

TSB Bank

Suresh Viswanathan

Chief Operating Officer and Executive Sponsor for Environmental Impact