TSB Bank overhauls customer acquisition and CX portal


New Zealand’s TSB Bank has gone live with its newly overhauled customer acquisition and on-boarding system, expected to slash account application times and offer a range of self-service options to prospective customers.

Deployed within nine weeks, the Temenos Infinity solution gives TSB a new web-based customer service portal that is “cloud native, cloud agnostic, and independent of any core banking system”.

Infinity also comes integrated with identity, fraud detection, e-signature and funds transfer capabilities.

Hamish Archer, TSB’s General Manager – Technology, praised the implementation, revealing the bank’s online applications – previously handled overwhelmingly in-branch or over the phone – have risen to over 40 per cent since the front-office deployment.

In a statement, Temenos said since its launch, the new platform has “shortened the time needed to complete customer applications and insert the completed digital application directly into the TSB back-office process”.

As an omnichannel ready platform, applicants also now have the option to ‘save and resume’ applications, allowing them to return to their forms “on any channel, without the need to start over”.

The platform will also allow TSB developers to bolt-on open banking-ready APIs easily integrating with third-party core banking, back office, and CRM systems.

Included in the nine-week implementation period was API-based connectivity for workflow integration directly with TSB’s existing Microsoft Dynamics CRM system.

Temenos has secured a number of partnerships with key fintech and challenge banks around the world, including with Australian-based SME-specialist neobank Judo Bank, which last May announced the deployment of Temenos T24 Transact, Analytics, Financial Crime Mitigation and Channels – a module of Temenos Infinity.