Too Many Channels, Not Enough Conversion
Fidelity Bank had done everything the “banking playbook” recommends:
And yet…
Customer conversion was flatlining.
Digital uptake? Stalling.
Sales felt more like support tickets than strategic wins.
The issue?
Channels weren’t selling — they were simply existing.
Each customer journey felt disjointed, overly corporate, and painfully outdated.
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Project Title
Beyond Branches: Rewriting the Rules of Banking Sales
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Client
Fidelity Bank
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Year
~ 2022
The TSC Approach:
We didn’t come in with slides. We came in with one blunt question: “Why should anyone choose you?”
It was time to stop selling products and start designing journeys that sell.
Step 1: Expose the Channel Chaos
First, we mapped the entire sales ecosystem.
What we found was… messy.
Controversial truth:
Fidelity wasn’t suffering from a lack of channels — it was drowning in channel noise.
Step 2: Redesign the Journey — With Demand in Mind
We turned every touchpoint into a sales moment — but with empathy, not pressure.
Here’s how:
Step 3: Rebuild the Sales Culture
We trained the team — but not with generic scripts.
TSC introduced:
Result?
Sales teams started listening, not just pushing. And customers felt it.
The Results
Conclusion
Fidelity didn’t need more salespeople.
They needed smarter, synced, and strategic channels.
And with TSC, they learned:
It’s not about where you sell. It’s how your customers feel while buying.
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