Case Study: Metro Bank achieves faster, more customer-focused banking with Microsoft Corporation

UK Banking Disrupted Metro Bank Reinvents Customer Service with Microsoft

Metro Bank PLC, a UK banking company, was challenged by the traditional frustrations of banking—long waits, confusing processes, inconsistent service, and cumbersome back-office work. To improve the customer experience and create “fans,” Metro Bank used Microsoft Corporation solutions including Dynamics 365 for Customer Service, Dynamics 365 for Sales, SharePoint Server 2013, Yammer, and Power BI to make service faster, more personal, and easier across channels.

Microsoft Corporation helped Metro Bank streamline operations with shared dashboards, instant employee communication, mobile tools, and a central knowledge base so staff could resolve issues more quickly and consistently. The results included saving about two minutes per account opening, cutting 10 minutes of back-office work, reducing paper costs by roughly three-quarters of a million pounds, and giving employees 15% more time to spend with customers.

Metro Bank

Craig Donaldson

Chief Executive Officer