Page 24 - TSB G Case Study

Pester took to the
airwaves saying that

the bank is "on its
knees" and that he

has taken direct

control of the issue

and called in expert

outside help from IBM

who will report

directly to him to fix

the problems.

His problems are not simply the legacy system but

keeping customers from switching to other banks

and addressing the impact on staff health and

morale particularly in the branches.

Attempts to keep customers from switching to other

banks also begin in earnest.

TSB promised that no

customer would pay

overdraft fees or

charges for April, and

that the interest on its
Classic Plus current

account for existing

customers would
increase from 3% to

5%. Estimates

suggested that this