Leading challenger bank is moving to Microsoft cloud solutions to enhance employee productivity and collaboration, and support its customer service
Microsoft today announces that TSB, the UK’s challenger bank, has selected Microsoft 365 Enterprise and Microsoft Dynamics 365 to enhance how its 8,500 UK Partners (employees) connect, collaborate and serve the bank’s customers across its eight corporate centres and 550 branches.
Microsoft 365 integrates Office 365, Windows 10, and Enterprise Mobility + Security into a complete, intelligent and secure solution to empower employees. Dynamics 365 delivers a cloud-based suite of purpose-built, intelligent business applications to address business needs, such as sales automation, operations, field and customer service, all backed by advanced analytics and machine learning.
TSB’s parent company, Sabadell, through its UK IT service subsidiary, SABIS UK, selected Microsoft 365 Enterprise and Dynamics as an important step in the bank’s digital journey. TSB Partners will benefit from secure, always-on access to the content and tools they need, on any device, wherever they choose to work. At the same time, the company is adopting Dynamics 365 to improve the customer experience by providing TSB employees in its branches and contact centres with customer insights.
Since TSB launched back on to high streets in 2013, it’s gone from strength to strength – proving that a bank guided by strong values that stays true to its mission really can thrive. TSB attributes this success to the strong partnerships they’ve forged with local communities, with customers, and with each other in TSB. 2017 is the year that TSB will be liberated onto new, state-of-the-art platforms that will match the spirit and culture within TSB.
This includes access to a wide range of office productivity and customer relationship management tools that work seamlessly together behind the scenes, giving a simple friction-free user experience for TSB Partners. Microsoft Enterprise Services will help TSB to engage with its 8,500 UK Partners and assist in the adoption of the new services, whilst ensuring the bank adheres to all regulatory requirements.
This simplicity will help TSB improve collaboration, making TSB even more responsive, flexible and innovative and better support outstanding customer service. TSB will also benefit from a variety of security features including encryption and data loss protection, whilst enabling full mobility for staff working in the field, such as mortgage advisors.
TSB’s decision highlights a shift in the UK financial services sector, with challenger banks pioneering the adoption of new technologies and reaping the rewards of agility and collaboration to deliver better services for customers and colleagues.
Specifically, Dynamics 365 will be adopted as the standard approach for managing the bank’s customer contacts and improving its customer experience by providing TSB Partners throughout the Branches, Operations and Contact Centres with a complete view of their customers.
Carlos Abarca, CIO at TSB, said: “Encouraging our Partners to work collaboratively is the key to our success, and we believe Microsoft 365 Enterprise is the perfect solution to deliver a world class digital experience to them. This is a major step for a UK high street bank and is an integral part of TSB’s pioneering approach to banking. We are looking forward to rolling out Microsoft 365 and Dynamics 365 to our Partners later this year giving them the tools they need and want for today’s agile world.”
Brad Anderson, Corporate Vice President, Enterprise Mobility at Microsoft adds: “For the financial services industry, security is a paramount concern on everyone’s mind when evaluating where to make their IT investments. With Microsoft’s trusted cloud services, TSB is placing itself at the forefront of innovation by creating safe and seamless experiences for employees and customers. By using Microsoft 365 Enterprise, TSB can operate confidently knowing they have the most advanced security measures in place, as well as the very best collaboration tools with Office 365. This means their staff can quickly and easily work together to give customers the service they expect and deserve.”
TSB has engaged Microsoft partner Addin365 to support the roll out of Microsoft 365, including SharePoint Online, OneDrive for Business and the chat-based workspace Microsoft Teams. In addition, Microsoft Services, which offers planning, deployment and support solutions to enterprise customers, will support TSB through the deployment, helping drive internal adoption of the new services, and helping the bank to uphold its regulatory requirements.