Case Studies Building a bank that can surprise and delight with Power BI

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	Building a bank that can surprise and delight with Power BI

Building a bank that can surprise and delight with Power BI

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	Power BI enabled Metro Bank to track call volume, service levels, customer demographics, call times, and shift scheduling, providing a clear picture of operations.
Impact #2	The solution allowed colleagues to analyze data on online transactions, device usage, and peak activity times, helping the bank understand customer behavior and direct future developments.
Impact #3	Metro Bank could track customer complaints, including the rate of open complaints, resolution times, and involved departments, with the ability to flag urgent issues for timely resolution.

Impact #1

Power BI enabled Metro Bank to track call volume, service levels, customer demographics, call times, and shift scheduling, providing a clear picture of operations.

Impact #2

The solution allowed colleagues to analyze data on online transactions, device usage, and peak activity times, helping the bank understand customer behavior and direct future developments.

Impact #3

Metro Bank could track customer complaints, including the rate of open complaints, resolution times, and involved departments, with the ability to flag urgent issues for timely resolution.

Benefit #1	Metro Bank doubled in size year after year since its inception in 2010.
Benefit #2	The bank amassed over 500,000 customer accounts.

Benefit #1

Metro Bank doubled in size year after year since its inception in 2010.

Benefit #2

The bank amassed over 500,000 customer accounts.

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Overview

Building a bank that can surprise and delight with Power BI

Operational Impact

Quantitative Benefit