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

UK Banking Disrupted: Metro Bank Reinvents Customer Service with Microsoft

Metro Bank, a UK challenger bank, set out to disrupt traditional banking by eliminating long waits, confusing processes, and impersonal mass marketing to create “fans” rather than just customers. Facing rapid growth and the need for consistent, fast service across branches, phone, mobile and online channels, the bank needed technology to speed transactions, simplify back-office work, and give staff immediate access to the right information.

Metro Bank deployed Microsoft technologies — Dynamics 365 for Customer Service and Sales, SharePoint, Yammer, Power BI and Parature (Metropedia), plus Surface tablets and Skype for Business — to streamline workflows and enable omnichannel, knowledge-driven service. The results: accounts opened and cards issued in minutes, reduced back-office time, about £750k saved in paper, 15% more customer-facing time, faster credit decisions, real-time dashboards (including a “New Fans Today” metric) and substantially improved customer satisfaction alongside near-100% year‑on‑year growth.

Metro Bank

Craig Donaldson

Chief Executive Officer