Metro Bankย was established in the UK in 2010ย and was the first high street bank to be granted a license by theย UK Financial Services Authorityย in more than 150 years. Since then, the company has grown to more thanย 50 branches,ย serving over a million accounts. Metro Bank provides a wide range of consumer and commercial financial services, from savings accounts to mortgages, andย business loans.
Metroย Bankโs competitive edge is its customer obsession, which is enhanced by technology.ย It keeps branches open forย longer hoursย on more daysโincluding bank holidaysโallowing customers to get services in person or online. Metro Bank has also invested in developing anย award-winning mobile banking app, meeting its customersโ needs wherever they are.
Challenge
Metro Bankย understandsย that technology and dataย areย key to its success.ย As a new financial institution, Metro Bank did not have anyย legacy systemsย that proliferated over time through mergers and acquisitions. Metro Bankโs leaders understood this was anย advantageย over other banks. However, Metro Bank lacked the cash reserves that a more established bank might take for granted, meaning it did not have the luxury to choose the wrong tool and then replace it if needed. Every investment Metro Bank made in tools and platforms neededย value-adding and future-proof.
Understanding Company Data with Power BI
To ensure Metro Bank remains competitive in the industry, it needs to constantly adapt to customer needs. To better understand these needs, Metro Bank required aย Business Intelligence (BI) toolย that providesย the rightย depth of detail, producesย insightful visualizations, and connectsย aย wide host of data sources, which led the company toย Power BI. Now Metro Bank uses Power BI toย track data and KPIsย across the company. Some of the uses include:
- Call Center Tracking:ย Collect call volumeย service levels, customer demographics, call times, and shift scheduling.
- Mobile andย Internetย Banking:ย Analyze volume and types of transactions from online customers.
- Customer Service:ย Trackย customer complaints, including the time it took to resolve issues and the departments involved.
- Staffing andย Workloadย Planning: Collect information on peak activity times and customer volume.
Metro Bankโsย CEOย has referred to Power BI as โa bank in his pocketโ because with a few clicks the company is able to visualize andย investigateย company data, allowing everyone at the company to beย in sync.
Looking Forward to Explore Power BIโs Machine Learning Capabilities
Metro Bank has more than 100 reports in production. The company loves Power BI because of its strong and secure connectivity. With Power BI, Metro Bank has reached new levels of understanding of whatโs happening in the company by tracking the details that matter.
Metro Bank is always looking to improve and grow. Moving forward, it is excited about taking advantage ofย Power BIโs Machine Learningย capabilities toย predict and forecastย project demand.
Read theโฏcase studyย for more onโฏMetro Bank and how it uses Power BI to better serve its customers.