BI tools help Metro Bank create fans, not customers

Superior customer service sets Metro Bank apart, giving them the competitive advantage they need as the first high street bank to open in the UK in more than 100 years. That customer-first attitude shows in everything they do, such as being open seven days a week and staffing their round-the-clock call-centre service with people, not machines. They’re also using Big Data analytics, data visualisation tools and data-driven decision making with Power BI to ensure customer needs continue to drive everything Metro Bank does as the company grows.

“We set out to create fans, not customers,” says Bruce Rioch, Head of Business Information and Customer Systems at Metro Bank. “That’s our proposition. We want to surprise and delight. We want to be the bank that our customers tell their family and friends about—the bank that offers amazing customer service and has a simple, understandable proposition.”

Metro Bank now has more than 350,000 customer accounts. As the bank has continued to grow, it’s become increasingly important to have Big Data analytics to show how its customers interact with all its services across all channels. BI software will help Metro Bank fine-tune its services and reach its million-customer goal. The company needed a business intelligence tool that could quickly and accurately provide Big Data analytics.

Watch how Metro Bank uses customer data analysis to deliver superior service:

Metro Bank will be one of more than a dozen innovative organisations presenting at Future Decoded on how they’re using technology to meet the challenges of tomorrow. Discover the full line-up of speakers and register to attend this unique, free event on 10th November at ExCel London.

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