TSB Bank Accelerates Innovation with Dynatrace in its Drive to Become an All-Digital Bank

Driving innovation and optimizing customer experience

TSB Bank, part of the Spanish banking group, Sabadell, is the UK’s seventh largest retail bank, offering a full range of services to over five million customers. In its effort to further expand digital services to its customers, the bank has built a modern banking platform on AWS, IBM Cloud, and BT Cloud. The platform supports customers across all key channels, including mobile, where 90% of servicing transactions are completed and over 70% of sales are done.

TSB wanted to accelerate its digital innovation to ensure it could better meet customers where they increasingly prefer to transact. However, its transition to a dynamic multicloud architecture to support this digital transformation introduced rising complexity across its IT environment.

Multicloud strategies lead to rising complexity

To proactively manage customer expectations and ensure it can provide best-in-class banking experiences, TSB needed a new approach to monitoring. Its teams needed an all-in-one solution that could provide full-stack observability into its multicloud environment, offering a single source of truth around customer experience. After evaluating the market, TSB identified Dynatrace as the best fit for its needs, as it offers real-time, AI-powered answers about the user experience. The automatic and intelligent observability delivered by Dynatrace would also enable TSB to accelerate its digital transformation and provide the full-stack context its IT teams needed to continuously optimize the customer experience.

“Accelerating our digital transformation is top priority for us, and Dynatrace is the killer app to help us achieve this,” said Suresh Viswanathan, Chief Operating Officer at TSB Bank. “To keep pace with our customers’ needs and how the market is evolving, we must ensure our digital services are best-in-class, always accessible, and easy to use. Dynatrace’s extensive observability and AIOps capabilities have been critical to our success. Before Dynatrace, too much of our teams’ time was consumed by manual-intensive tasks and reactive problem chasing. Now, these tasks are managed automatically, and our teams are free to focus on what matters most – driving innovation for our customers and accelerating our digital transformation strategy.”

Life with Dynatrace

• Auto-discovery and instrumentation – Dynatrace’s AI-powered approach enables TSB to automatically discover all the components and dependencies across its entire cloud stack, end-to-end, and continuously instrument the environment to detect any changes. This gives TSB automatic and intelligent observability across its complex infrastructure, helping to maintain real-time insight into the customer experience.
• AI-assistance makes sense of complexity – With Dynatrace, TSB gets precise answers about where its teams can make changes to optimize customer journeys through explainable, causation-based AI. This helps to cut through alert noise and enables the bank’s teams to focus on work that has the biggest impact on customers and the business, particularly continued innovation.
• Delivery of new digital services increases – By providing unparalleled observability into its complex multicloud environment, and with AI assistance enabling time savings that have being redirected to innovation, Dynatrace is helping TSB to accelerate digital transformation and focus on building world-class banking services.
• Better collaboration between teams – With Dynatrace, TSB has a single source of truth. As a result, teams don’t waste time in war rooms, working out what needs to be prioritized or discussing the best way to get something done. Getting this time back allows them to focus on accelerating transformation and driving better outcomes for the bank and its customers.

“Dynatrace helps us to understand areas in the digital journey where improvements will deliver the greatest outcomes for our business and our customers,” Viswanathan continues. “The platform has saved our teams from having to manually search for these insights, so they can instead focus on improving our digital connection with our customers.”