Enghouse Interactive Case Study. Logo -Metro Bank

Solutions used

  • Communications Portal
  • Pre-Built IVR

A Revolution in Banking with Unparalleled Customer Service

Metro Bank strives to surprise and delight every customer by delivering convenience and exceptional service

“Enghouse Interactive Communications Portal provides us with a platform to deliver exceptional customer service. We are impressed with EICP’s feature-rich platform and its integration with the Temenos banking solution.” Chris King, IT Service Manager, Metro Bank.

Background

Metro Bank is Britain’s first new High Street Bank in over 100 years. Offering banking that is focused on the customer, Metro Bank will be introducing customers to unparalleled levels of service and convenience. A unique banking model created by Metro Bank’s co founder Vernon W. Hill II, revolutionized banking in the United States and is now making an impact in Britain. Metro Bank’s goal is to provide UK customers with services and convenience that exceeds expectations every day.

Metro Bank chairman, Anthony Thompson, said, “We believe customers simply want a better experience from their bank, the kind they typically get from a great retailer and that’s what we intend to give them.”

The Metro Bank team is focused on providing an amazing customer experience. “Amazing the customer means providing unparalleled customer service. It means fulfilling customer needs, even anticipating them. More than that, it means turning customers into FANS. We want them to tell their family members, friends and business associates about the products and superior services we provide,” said Vernon W. Hill, II.

Solution

In an effort to optimize the customer experience, Metro Bank chose to implement Enghouse Interactive Communications Portal (formally SCP) as their interactive voice response (IVR) platform. As a start-up organization, Metro Bank sought a solution that supports strong authentication technologies, and that would flexibly scale with their business needs.

Metro Bank also needed a solution that would integrate with its core banking application provided by Temenos. Enghouse has previously partnered with Temenos to provide an integrated solution, so Metro Bank could rest easy that the solution would enhance its banking system investment. SCP has comprehensive support for industry standards, enabling Metro Bank to leverage its investment in Temenos while also providing flexibility for future expansion.

Results

“We have been impressed with Enghouse Interactive Communications Portal. The platform is feature rich and robust,” said Chris King, IT Service Manager of Metro Bank. “The Enghouse Interactive project team worked closely with Metro Bank, building and integrating the IVR solution. Our interaction with Enghouse Interactive has been very positive.”

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