"Feedback is valuable only when it flows to action. That’s the promise of a closed loop system."

Every month, KBZ Bank receives thousands of customer feedback items across its branches. But without a structured system, these insights were scattered across emails and spreadsheets—rarely reaching decision makers, and often disappearing before they could drive improvements. KBZ didn’t need another feedback collection channel; they needed a closed-loop system that could capture, track, and resolve every customer input. They chose FlowStax, a modern no-code platform that digitized the Suggestion Box into an end-to-end feedback management system.

The Challenge: Scattered Feedback, Missed Opportunities

KBZ Bank received customer feedback from many branches; without a proper system, the process faced major gaps:

• Fragmented Collection: Feedback scattered across emails and spreadsheets rarely reached decision-makers.
  
  

• Lack of Visibility: Internal teams had no centralized view of customer feedback, making it difficult to track, prioritize, or take timely action.
  
  

• No Follow-Through: Valuable inputs often disappeared before they could drive improvements.
  
  

• Inability to Scale: As volumes grew, the manual approach became unsustainable and ineffective.

The Solution: Closed Loop Workflow with FlowStax

KBZ used FlowStax to digitize customer feedback workflows, ensuring every input is captured, tracked, and closed transparently.

• Centralized Intake: All feedback now enters through a single digital form within FlowStax. The form is designed with mandatory fields such as branch location, feedback category (VOC or non-VOC), satisfaction rating of the bank, a rating of the branch employee, and the customer’s suggestion. By standardizing inputs, the system eliminates incomplete or unclear submissions. Every entry is immediately logged in the system, creating a centralized repository of customer feedback.
  
  

• Improved Visibility: Once submitted, feedback becomes instantly visible on a real-time dashboard. This dashboard provides managers and teams with a holistic view of all incoming suggestions. Feedback is broken down by category, branch, priority, and status. This means teams no longer operate blindly—leaders can see patterns, track workloads, and identify emerging themes (e.g., repeated complaints about digital banking logins) that might indicate larger systemic issues.
  
  

• Accountable Action: Each suggestion is automatically routed to the right team for resolution. VOC feedback is routed to branch managers. Non-branch-related VOC or non-VOC items are sent to the Channel Relationship Officer. Every task is bound by an SLA (Service Level Agreement), with reminders and escalation triggers if deadlines are missed. This ensures clear ownership for every feedback item and prevents suggestions from being overlooked.
  
  

• Scalable Closure Loop: Perhaps the most important feature is the closed-loop acknowledgment process. FlowStax sends updates at each stage—acknowledgment of review, resolution outcome—back to the branch, giving staff full visibility of the progress. Customers may not see these internal updates directly, but they experience the results: quicker resolutions and noticeable improvements. This ensures feedback doesn’t disappear and gives customers confidence that their voices were acted upon. The system is designed to handle growing volumes, making it scalable as feedback numbers increase without requiring additional manual oversight.
  
  

The Impact: From Feedback to Measurable Outcomes

With FlowStax, customer feedback at KBZ Bank no longer ends in a black hole—it drives real, measurable improvements.

“Previously, coordinating feedback across teams was chaotic and slow. Today, the process is streamlined, and resolutions are delivered much faster.” — Branch Manager, KBZ Bank

• Faster Resolutions: With clearly defined SLAs of up to 3 days, branch managers and channel officers can now act on feedback immediately. Throughout the year, resolution times consistently remained under 2 days, maintaining full SLA compliance and sustaining a strong, steady flow of feedback.
  
  

• Reinforced Confidence: As customers began experiencing timely outcomes, their confidence in the Suggestion Box strengthened, resulting in more meaningful and consistent submissions and sustaining a strong, steady flow of feedback.
  
  

  • Strong in-branch service consistently received positive recognition, reinforcing the bank’s service-excellence initiatives.
    
    

• Transparency Restored: Real-time dashboards gave managers and teams the ability to track progress at every stage. This ensures internal teams can see exactly where each item stands, eliminating delays and improving accountability. This improved transparency is reflected in the consistent and timely closure of all feedback items, each completed and recorded through a standardized and reliable process across teams.
  
  

• Actionable Insights: With structured data and recurring themes highlighted, leadership now uses feedback trends to shape product improvements, service training, and digital channel upgrades.
  
  

  • A smaller cluster of issues related to KBZPay and Mobile Banking pinpointed specific digital pain points that required immediate system enhancements.
    
    

• Scalable System: Even as feedback volumes grew month after month, FlowStax ensured every suggestion is captured, routed, and closed—without adding manual effort or overhead. Powered by AWS-native services, the system automatically scales to handle increasing requests seamlessly.
  
  

  • Monthly submissions rose from about 5,300 to over 15,000—including several sudden spikes—yet the platform maintained consistent speed and stability throughout.

FlowStax at a glance - KBZ Bank

KBZ has successfully transformed its operations with FlowStax, achieving scale, efficiency, and visibility across multiple teams:

• 12 different departments ranging from operations to finance teams are actively using FlowStax nationwide.
  
  

• 38 automated workflows now run across 20 different applications.
  
  

• Over 2.4 million records have been processed through FlowStax to date.
  
  

This extensive adoption proves that FlowStax is more than just another workflow tool; it's a comprehensive platform for digitizing and streamlining complex banking workflows.

You Don’t Need More Software. You Need Better Flow.

Manual workflows are costing you time, accuracy, and control. KBZ Bank moved from fragmented, manual feedback operations to a fully digitized, SLA-driven, and transparent platform—all without writing a single line of code.