Case Study: Mettle achieves faster incident resolution and seamless customer service with Slack

How NatWest’s Mettle uses Slack to give customers seamless service

Mettle, NatWest’s digital business account for freelancers, side-hustlers and small businesses, needed to deliver fast, seamless customer service while managing a highly regulated financial product. To do that, Mettle turned to Slack, using it as the central place to connect customer feedback, support, engineering and incident response across teams.

With Slack, Mettle built custom apps and workflows to route customer feedback, manage incidents and streamline development and security processes. The results included faster incident resolution, with response times dropping from hours to minutes, more personalized customer support, quicker code reviews and better collaboration across distributed teams. Mettle also used Slack Enterprise Grid and Slack Connect to strengthen security and work efficiently with external partners, helping the company move products to market faster.

Mettle

Rachel Booth

Co-Founder and Senior Product Manager