Before Covid-19 struck the UK, TSB had never fully tested a scenario where staff could work from home at scale and service customers for months on end. And while the retail bank was on a path to expanding clients’ ability to self-serve at their convenience, there were still many customer journeys that had to be completed in a branch. “But when the pandemic hit, we had to instantly go digital,” says Suresh Viswanathan, chief operating officer at TSB.
The bank managed to go from an analogue/digital mix to more than 90% of customer servicing being done digitally; and, depending on the product, 50-70% of sales are now digital, Mr Viswanathan reports. “We managed to be there for our customers and support our colleagues working from home, which gives us a lot of confidence in what we can achieve,” he adds.
