The Challenge: Streamlining Customer Guidance

As KBC’s digital self-service options rapidly evolved, employees faced increasing difficulty in assisting customers accurately.

Tasks varied:

  • some could be completed via the website
  • others through the mobile app
  • and a few required a branch visit.

When customers contacted KBC, employees struggled to provide clear guidance, leading to confusion and errors. The bank needed a streamlined solution to empower their employees and ensure customers received consistent and accurate support.

The Solution: NaviKate, Powered by Power Platform

To address this, Appfie collaborated with KBC to develop NaviKate, a powerful Canvas app integrated into KBC's CRM system. This innovative solution guides employees through a dynamic series of questions based on the customer’s needs. By the end of the process, employees receive precise instructions tailored to the customer’s situation, ensuring seamless support.

Now implemented across all KBC branches, NaviKate enhances customer experiences while enabling KBC employees to confidently navigate the bank’s extensive digital self-service options.

Powered by the Microsoft Power Platform, NaviKate demonstrates how no-code solutions can tackle complex challenges and drive business success.

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Appfie helped us build the Kate Navigate app, empowering our CRM team with Canvas App expertise, and earning an impressive 8.5/10 NPS.

Stefan Crijns
Project Lead at KBC Bank
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Hinse

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