Building a bank that can surprise and delight with Power BI
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Microsoft Power BI
Tech Stack
- Microsoft Power BI
- Microsoft Stack
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Services
- Data Science Services
- System Integration
About The Customer
Metro Bank, established in London in 2010, aimed to redefine the traditional banking experience by focusing on exceptional customer service. The bank offered unique services such as seven-day-a-week store hours and quick account setup, which allowed customers to open an account and receive a debit card within minutes. This innovative approach led to rapid growth, with the bank doubling in size year after year and amassing over 500,000 customer accounts. Metro Bank's commitment to creating 'fans' rather than just customers has been a driving force behind its success, emphasizing the importance of understanding and meeting customer needs.
The Challenge
Metro Bank, a rapidly growing bank in London, needed a business intelligence (BI) solution to provide deeper and more detailed information about customer interactions across various channels such as stores, online, telephony, and mobile. As the bank expanded, it faced challenges in delivering the right information to the right people at the right time to maintain its innovative and personalized customer service. The existing BI solution was insufficient for the bank's growing needs, prompting the search for a more dynamic, visually appealing, and user-friendly solution.
The Solution
Metro Bank implemented Microsoft Power BI as its sole business intelligence solution due to its seamless integration with the existing Microsoft stack and ease of use for employees. Power BI provided a dynamic, visually appealing, and user-friendly platform that allowed Metro Bank to track customer interactions, internal metrics, and more. The solution enabled the bank to analyze data from call center operations, mobile and internet banking, customer dissatisfaction reports, and staffing and workload planning. By leveraging Power BI, Metro Bank could collect rich details and make them easily accessible through personalized dashboards, helping employees identify and address issues before they impacted customer relationships.
Operational Impact
Quantitative Benefit
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