TSB works with Temenos to upgrade online account opening and onboarding

Since going live, 40 per cent of new customers have chosen to join us online, without needing to come into a branch.Hamish Archer, TSB

TSB has implemented Temenos Infinity, a digital front office product, which provides the bank an easy–to-use, website application process.

The implementation was completed in just nine weeks, says Temenos.

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

“Since going live, 40 per cent of new customers have chosen to join us online, without needing to come into a branch,” says Hamish Archer, general manager – technology at TSB.

He says when customers join them using the Temenos Infinity technology, the bank follows it up with a call to ensure the customer is getting the right products and outcomes to suit their needs.

“We’re thrilled with the success of the partnership so far and look forward to continuing to delivera superior customer experiencetogether,” says Archer.

Hamish Archer

TSB is the seventh largest bank in New Zealand, and is regularly recognised for its customer service.

It has been named New Zealand’s leading bank in customer satisfaction, and won theKPMG 2019 Customer Experience Excellence Award. TSB also received the 2019 Consumer NZ People’s Choice Award for banking.

With an open, API-first design, Temenos Infinity can be easily implemented in third-party core banking, back office and CRM systems.

Since going live, Temenos Infinity has shortened the time needed to complete customer applications and insert the completed digital application directly into the TSB back office process.

Temenos says the deployment enhanced TSB’s self-service options and made the onboarding process into a faster, consistent experience for customers.

Applicants have the option to “save and resume”, and return to an application later, on any channel, without the need to start over.

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