Case Study: Metro Bank achieves faster, personalized customer service with Microsoft Power BI

Building a bank that can surprise and delight with Power BI

Metro Bank, the challenger UK retail bank that opened in 2010 and now serves more than 500,000 customer accounts across 36 stores and ~2,000 colleagues, needed faster, clearer insight into customer interactions across branches, mobile, online and call centers as it scaled. To get the right information to the right people at the right time, Metro Bank adopted Microsoft Power BI as its enterprise BI solution.

Microsoft Power BI was integrated with the bank’s existing Microsoft stack to deliver personalized, visual dashboards and nightly data refreshes that track call volumes, mobile/online transaction patterns, open complaints per 1,000 accounts, and peak branch activity (for example the busiest hour of the busiest day per branch). The Power BI solution lets colleagues flag urgent complaints before regulatory deadlines, plan staffing to meet peak demand, and proactively spot service issues—giving Metro Bank clearer operational visibility and faster, data-driven decisions.

Metro Bank

Bruce Rioch

Director, Microsoft Technologies & BI