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Metro Bank is driving a revolution in banking.
We aim to create fans, not customers
and we have a culture that's all about surprise and delight.
We have lollipops; we can add debit cards on the spot;
we welcome dogs through the store; we count coins for free.
More important, we understand that we need
to be there when our customers want us
so the fact that we open seven days a week,
the fact that we're open early and late,
and the fact there is always somebody to talk to,
we don't have machines answering the telephones,
the customer understands that we're there for them.
It was important to us that the journey
for our colleagues be seamless.
For them, it was really important that
the technology they have on their hands at work matches up
to the types of technology they are using at home.
Originally we chose Salesforce as our partner
because we wanted something that was more Facebook,
and when we saw the Windows 8 interface
and what is coming, or the Dynamics CRM
we decided that we wanted to go the Microsoft route.
CRM is our customer platform.
It was all about integration.
Dynamics caps the stack,
but behind the scenes we make sure
that Yammer drives the conversations within the business.
We use SharePoint to drive our knowledge management systems.
We use Lync to surface the presence of our colleagues.
Office 365 is the backbone for our office infrastructure.
Involving our customers in the process as well,
we have started using NetBreeze from a social point of view
to make sure that we respond to and engage with our customers
and how they are feeling.
We're opening more accounts,
we are driving the effect that we are looking for
which is people recommending us to other people.
We are on the road to the point where
the Microsoft Technology and the Microsoft Stack
will become central to our amazing culture.
We talk about revolutionized banking.
We talk about creating fans, not customers.
For us, the investment in Dynamics was all about
bringing that promise to life.