Success Stories

TSB

How do you make award-winning customer service even better

New Plymouth, New Zealand

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TSB has won widespread recognition for its service quality, including a 2018 satisfaction rating of 88.5% and the 2019 KPMG Customer Experience Excellence Award. Not content to rest on its laurels, the bank wanted to accelerate the account opening process even further, and deployed Temenos Infinity to develop a new onboarding journey. After going live on the Temenos solution in just nine weeks, TSB created an easy-to-use online application system that customers can complete anywhere, any time. Already, online applications have increased by 40 percent, while the new onboarding process is ensuring the bank continues to lead the way in New Zealand for outstanding customer experiences.

”We want more Kiwis to experience our world-class service, so we’re excited to use technologies like this which work seamlessly alongside our people, who genuinely care about doing the best for our customers. When New Zealanders join us using the Temenos Infinity technology, we make sure we add the personal TSB touch, by following up with a call to ensure the customer is getting the right products and outcomes to suit their needs. Our partnership with Temenos is already proving successful, since going live 40% of new customers have chosen to join us online, without needing to come into a branch. We’re thrilled with the success of the partnership so far and look forward to continuing to deliver a superior customer experience together.”

Hamish Archer, TSB General Manager – Technology