In every industry today, the demand for hybrid and more flexible working practices is pushing brands to search for more agile technology stacks. For many companies, this transition to a scalable future begins with implementing a versatile communication and collaboration ecosystem.
With the right UC&C (Unified Communication and Collaboration) tools, business leaders can empower their workforces to operate efficiently from anywhere. Of course, in the financial services landscape, there are several specific challenges and concerns to consider. Business leaders need to find a way of aligning their staff while preserving compliance and security.
MetroBank, one of the largest financial institutions in the Philippines, saw its operations turned upside down during the events of the pandemic. The company discovered Meta (previously Facebook) and the Workplace from Meta solution for UCaaS and collaboration.
Let’s explore how Metrobank and Meta worked together.
The Challenges Facing Financial Services During the Pandemic
Metrobank is one of the largest financial services companies in the Philippines, with approximately 960 branches in operation throughout the country. To stay ahead of the competition, Metrobank focuses heavily on delivering exceptional customer service to more than 2.2 million customers, no matter what challenges the team might face.
Of course, when the pandemic and the accompanying lockdowns hit, Metrobank faced issues it had never encountered before. The company received a massive influx of customer queries and feedback from clients, and employees needed a way to maintain a business-as-usual approach to keeping the company thriving.
Metrobank was determined to find a solution for its UC environment that would simultaneously show its care for its employees while providing them with the resources required to ensure excellent customer service. Like many of Workplace from Meta’s customers, the MetroBank company was familiar with the app's convenient and streamlined approach for collaboration.
Metrobank had experience with using Workplace from Meta in the past for temporary projects, and the leadership team decided it was time to dive deeper into the ecosystem when the pandemic hit. The leadership team expressed that they couldn’t imagine how the organisation would have thrived during the pandemic without access to Workplace from Meta since.
Digitising Processes and Connecting Teams
In recent years, collaboration has emerged as a critical component of the UCaaS ecosystem. Companies discover how important it is to keep all of their employees on the same page. To deliver a consistent level of customer service, businesses need to ensure their team members have the information they need and access the proper support in the same unified space.
Workplace from Meta became the central work hub for the Metrobank team, allowing for quick and efficient communication between employees in different environments. The landscape, which allowed for fast adoption among team members who already felt comfortable with the tools, empowered both frontline and hybrid employees.
According to Metrobank, 100% of their frontline staff now use Workplace by Meta, and 99% claimed their workplace as soon as the new ecosystem launched. The company also boasts a 98% rate of monthly active users on the app, indicating a consistent demand for the Workplace functionality.
Workplace’s solution allows for a central information hub where companies can share information, launch meetings, and connect in real-time without worrying about confusing technology and apps.
