Case Study: TSB Bank achieves rapid cloud migration and remote-working resilience with Genesys Cloud (Genesys)

TSB Bank harnesses cloud’s full potential to rapidly pivot to remote working capabilities, accelerate the speed of deployment and boost agility

TSB Bank Limited is a 100% New Zealand‑owned, community‑focused bank with over 20 branches that prides itself on high customer satisfaction. Facing a legacy contact‑centre with limited functionality and no flexible remote‑working options, TSB sought a cloud platform that would scale, enable self‑service and live‑agent interactions, and support business continuity as COVID‑19 restrictions loomed.

Working with Datacom, TSB migrated to Genesys Cloud in under two weeks (a five‑day cutover), enabling 65 agents to work securely from home, quickly scale headcount by 30, and deploy omnichannel capabilities like callback and self‑service. The move cut abandon rates by 20%, delivered cost savings on the toll‑free line, and helped TSB maintain and increase NPS to +71, creating a resilient, future‑ready contact centre.

TSB Bank

Lisa Macnee

Head of Digital and Customer Engagement Center