CASE STUDY: METRO BANK When Metro Bank opened its doors in the UK in 2010, the new high street contender differentiated itself by enabling customers to open in-store personal accounts within 15 minutes. After looking at the process traditional banks used, Metro Bank saw a chance to both create value and strengthen the customer relationship from the get-go. Delivering better services to customers is central to Metro Bank’s growth strategy, and the bank’s leadership team knew it needed top-quality document management to make this happen. Cost and time meant it had to have a standardised solution that could be duplicated across new stores. When a customer opens their account in-store, the employee takes their details by scanning various documents and creates a personalised account opening approval letter for the customer to sign. The employee uses core banking system Temenos Transact throughout this process, as its sequential screens automate navigation and reduce the chance for errors, meaning the customer isn’t left waiting. Formpipe’s Autoform DM automates the process of scanning and linking views of those customer documents, photographs and signatures to the Single Customer View (SCV) in Temenos Transact. Once the customer has signed the approval letter, they then leave with tailored, accurate documents in hand or they receive them via email. As the relationship with the customer continues, Autoform DM archives bank statements, correspondence and loan and mortgage agreements. Temenos Transact SCV has dynamic links to all this data, and when a customer has a question, any authorised member of staff at any store can click on a link to view, print or email the relevant documents. Industry analysts believe that offering speed and convenience with the support of Formpipe’s all-inclusive solution was a major reason the bank attracted substantial new business and is helping it achieve the goal of attracting customers for life. Metro Bank can open in-store accounts for customers in just 15 minutes thanks to Temenos Transact and Formpipe’s all-inclusive solution, Autoform DM The need for speed Photo: Metro Bank 133
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