Metro Bank fi nds agile digital solutions - Backbase
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Customer Success Stories 1/4
Metro Bank
finds agile digital
solutions
How Metro Bank improved its digital “Our USP is all about service
products and services, and built a
development team along the way and convenience for our
Metro Bank launched in the UK in 2010, not long after
customers, That’s why we have
the global financial crisis, and was the first new high stores (we call them stores,
street bank in Britain in over 100 years. It employs
approximately 3,000 colleagues, a number that increases not branches) – they open late,
by an average of 500 a year. The full-service bank
has over a million customer accounts and is showing
they open almost every day of
significant growth. the year, and we’re all about
Alongside its growth plans lies a passion to enhance its service.”
digital proposition, and this is what occurred recently over
the course of 19 months. Key to the success of Metro David Young
Bank’s investment focus were improvements across its Chief Technology Officer at Metro Bank
mobile offering, as well as a new commercial internet
banking platform.
Metro Bank Key Facts
Metro Bank is able to respond to customer needs
incredibly quickly. It achieves this by finding an optimal
mix between state-of-the-art technology, such as the Metro Bank is the first new high street bank to open in
the UK for over 100 years.
Backbase platform, and through optimizing internal
teams to work in an agile way, focused on quick results Recently named ‘Most Trusted Financial Provider’ and
instead of “big bang” releases. Best Mobile Banking App.
Technology investment in 2017: £55 million
Customer Success Stories 2/4
“[...] another great feature of the
platform – you’re not locked in
to using inbuilt functionality.”
What did Metro Bank want to achieve? integrate with other systems in our core banking model, via
web services on our enterprise service bus, so we’ve got a
Metro Bank’s technology approach is to be as flexible, loosely coupled architecture that’s horizontally scalable, and
agile and as fast-moving as possible, to consistently the Backbase DBP fitted right in there.”
meet customer needs. The bank previously used a
digital platform it wasn’t completely happy with, primarily Another important factor in Metro Bank choosing to partner
because it wasn’t particularly flexible, nor did it deliver with Backbase was early signs of business and personality
what customers wanted in terms of a specific level of synergy.
service. In fact, it had different platforms for each digital
channel.
The decision was made to deprecate the platform, and so “One of the most important
things was about choosing a
began the search for a best-in-class omni-channel solu-
tion, where the bank could host all of its digital channels.
It was a key requirement: a lightweight presentation layer
platform flexible enough to adapt to what Metro Bank
company that had a culture that
wanted to achieve. was similar to us. When we sat
After looking at a number of vendor solutions, Metro down with the Backbase team,
Bank used Gartner as well as its own network and found
that the Backbase Digital Banking Platform could provide
we were very confident they
what the bank was looking for in terms of light weight and shared our customer-centric
flexibility. Due diligence considerations included finding
technology that would stand the test of time, and provide approach to things.”
maximum flexibility to meet customer needs.
David Young
“With other solutions, you buy the entire technology stack
Chief Technology Officer at Metro Bank
from a single vendor, and it’s all very tightly integrated,”
says David Gould, Director of Architecture and Technology
Solutions at Metro Bank. “We wanted this solution to
Customer Success Stories 3/4
“We built a delivery machine
as a result of this project, and
did it with Backbase’s help.”
What was achieved? Metro Bank made the decision to implement the Backbase
Digital Banking Platform because it could be used across
The first product off the stack was a new commercial multiple platforms, and used it again as part of its new
internet banking proposition. It was primarily built for mobile app, which was launched for retail and small
a desktop use case, but was also built in a way that business customers in February 2017.
was device-responsive for iPads and mobile devices.
Metro Bank wanted this for its commercial customers, Aside from the innovations achieved during a highly
who would have heavy transactional banking needs, successful period of collaboration, Metro Bank credits
and to make domestic and international payments. It Backbase with helping it build a digital delivery team of
was launched in November 2016, and took about 19-20 its own. The bank now has an end-to-end digital delivery
months from beginning to end. function, from UR/UX, right through to LiveOPs and
DevOps.
The bank did a lot of work with the Backbase team to
develop the commercial banking product, designing and “This was the first project we did in an
building many custom widgets together. This sharing of
agile way,” says David Young. “We have a
innovation led to Backbase being able to use and reuse
new widgets for the benefit of other clients. team in place now, which is, along with the
platform itself, probably one of our proudest
“Our use of the inbuilt widgets was relatively lightweight
achievements. We built a delivery machine
because our requirements always exceeded them,” says
David Gould. “The widgets that currently make up that
as a result of this project, and did it with
commercial product set of widgets on the Backbase Backbase’s help.”
platform was heavily developed in conjunction with
us. A lot of the retail widgets we built for the mobile
app were custom built, which is another great feature What does this mean for Metro Bank?
of the platform – you’re not locked in to using inbuilt
functionality. You can choose to work outside of those The Backbase Digital Banking Platform has helped Metro
core sets, so it works well.” Bank in providing a scalable service its commercial
customers will benefit from the most. New, powerful
functionality is now available, such as being able to scale
Customer Success Stories 4/4
to thousands and thousands of transactions, search
through them quickly, and present the results neatly
“Backbase is a good partner
and efficiently onscreen. “Other platforms would have for us. It’s been a success
struggled with that,” says David Gould. “We’ve been
impressed with how the Backbase Digital Banking story. It’s been a lot of hard
work from a lot of people
Platform has been able to cope with these challenges.”
Metro Bank can now take on bigger customers with more
complex requirements, which inevitably will enable the
to get to where we are right
business to grow. The bank looks at things very differently now. We’re very happy with
to other banks, in that it doesn’t look at profit per
customer, nor return on investment. Its most important the partner we’ve chosen.
metric across the entire bank is its Net Promoter Score,
which it has been tracking for a long time for retail and
Two years on from making
small business customers, and is now tracking for the decision to work with
commercial customers.
Backbase, we’re confident we
made the right choice.”
“Our Net Promoter Scores are off the charts for what
you’d expect, and achieving high numbers reflect what
we’re here to do, and that’s what we’re driven by,” says
David Young. “Profit and similar metrics are output David Young
measures for us – they are the results of doing a good Chief Technology Officer at Metro Bank
job rather than the things that drive us.”
Backbase is on a mission to empower financial institutions to
accelerate their digital transformation and effectively compete in a
Seamless Experiences, Delivered digital-first world. Get to know more at: www.backbase.com
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