Case Study: Metro Bank achieves faster, customer-first service with Microsoft Dynamics 365

UK Banking Disrupted Metro Bank Reinvents Customer Service with Microsoft

Metro Bank PLC, a fast-growing UK retail bank, set out to reinvent banking by removing common pain points—long waits, complex rules, inconsistent channels, and intrusive mass marketing—while scaling rapidly (nearly 100% year‑on‑year growth). The challenge was to deliver fast, consistent, personalized service across branches, phone, mobile and social channels and to give employees the tools to resolve customer needs immediately.

Using Microsoft Dynamics 365 (Customer Service and Sales), Power BI, SharePoint, Yammer, Microsoft Social Engagement and Parature (Metropedia), plus Surface tablets and Skype for Business, Metro Bank put customer data, knowledge and instant communication at employees’ fingertips. The result: faster account openings and on‑site card/cheque issuance, reduced back‑office time, about £750k paper savings, 15% more customer‑facing time, quicker credit decisions, unified omnichannel service and measurable increases in customer satisfaction—turning customers into “fans.”

Metro Bank

Craig Donaldson

Chief Executive Officer