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What is the minimum amount of information a customer is required to provide?
Your customer can provide as much information as they feel comfortable with, we encourage you to have them complete as much as possible. The more we learn about our customers, the better equipped we will be to help them meet their financial goals. A fully completed profile will also drive more tailored and relevant leads and marketing offers for the customer.
Does the Notes feature in Needs Navigator replace or enhance Notes in Customer Connect?
The Notes section in the Needs Navigator is intended to capture notes about the customer and conversations in the context of using the tool. Notes on Needs Navigator and Customer Connect will be synchronized in F20. You should use Needs Navigator as the primary notes tool to document and store all customer related information.
How much time will it take to complete the questionnaire for a customer?
The process of completing the Questionnaire is designed to take only 2 mins. The questionnaire will vary between 4 to 11 questions based on the topic of interest and customer need. When a customer has already completed a questionnaire, that information will be available going forward. If the customer comes in again for a different topic, Questions 2 to 4 will be summarized in a pop-up where the customer can either click save if nothing has changed or edit to update their answers. In this scenario, the customer would then only be asked questions 5 and onwards which are specifically tailored to the topic they came in to discuss.
Can Needs Navigator be used without an iPad?
Yes - Needs Navigator can be used on both your desktop computer and the iPad. Based on the current functionality of Release 1, we encourage usage on a desktop to take advantage of the full suite of features and tools.
Will there be reporting available for Branch Managers?
The same dashboard for our previous Needs Navigator version will still be used for Needs Navigator 2.0. The link will be updated on the performance management site and will also include a job aid on how usage is tracked
Can Needs Navigator be used to support service requests?
No – service requests will continue to be initiated in Customer Connect or Optimizer. If you identify that a service request is required while in Needs Navigator, you can create a ‘To Do’ in the tool to act as a reminder to create this in Customer Connect after the appointment with the customer wraps up. You should update the notes in Needs Navigator to reflect any actions taken regarding Service Requests.
Where do I find the Needs Navigator PIN?
If you are using the Needs Navigator app, go to the customer’s profile in Customer Connect and launch Needs Navigator. Then select "Generate PIN" found on the top left hand corner under the customer’s name, to get the 7 digit Needs Navigator PIN. (Note: The questionnaire is the only functionality that will be available on the iPad during the first release of Needs Navigator 2.0).
Can I delete or modify a note I created in Needs Navigator?
Notes in Needs Navigator can be updated or deleted.
Can any employee access notes for a customer that a colleague recorded previously?
Yes - Any employee can see the notes in the customer profile. This ensures consistency of the information gathered, much in the same way as Customer Connect.
Why does the Needs Navigator PIN not work when I enter it on the "Enter PIN to Start" screen on the Needs Navigator app?
You will receive an error message that the Needs Navigator PIN you entered is incorrect if:
• The PIN you entered has already been used. The PIN can only be used once. You will need to generate a new PIN.
• You waited too long to enter the Needs Navigator PIN. The PIN is only valid for a limited time.
Please contact Needs Navigator support
Will questionnaires completed prior to the launch of the enhanced New Navigator be available?
Answers to questionnaires completed prior to the Needs Navigator 2.0 launch on October 7, 2019 will no longer be available. Take this opportunity to reintroduce this tool to your customers.
Can I use the Needs Navigator app when my iPad is in portrait mode?
Yes, you can use NN in both landscape and portrait modes on the iPad. (Note: The questionnaire is the only functionality that will be available on the iPad during the first release of Needs Navigator 2.0).
How do I switch languages within the tool?
Easily toggle between English and French languages by clicking on "EN/FR" in the top right hand corner of the tool.
Can I fill out the questionnaire for my customer after they leave?
While it is possible to fill out the questionnaire for your customer after they leave, it will not provide value to you or your customer in that situation. The questionnaire is designed to support the conversation, keep you on-track and organized, and provide guidance for potential solutions that you and the customer can explore based on their needs. Therefore, it should always be completed with the customer present.
Is Needs Navigator integrated with our systems or is it standalone?
Needs Navigator is launched from the customer’s profile in Customer Connect and all data captured will be linked to their profile and stored in our marketing and leads databases. The new profile page is fully integrated with Customer Connect to provide a summary view of the customer’s information and relationship with the bank.
How will employees receive credit for using Needs Navigator?
Given Needs Navigator helps in having better, more consistent conversations with customers, it should naturally improve your sales revenue, products per customer, and other key metrics. Updates to the Needs Navigator dashboard are in progress ensure proper tracking on our Performance Management site.
Can Needs Navigator be used with Business Banking clients?
Needs Navigator can and should be used with all new/prospect Small Business customers. However, for profiles that are RMC coded, Needs Navigator icon will not appear.
How should Lobby Leaders use Needs Navigator?
Positioning the tool will be important in lobby leadership scenarios. Some customers will be open to having conversations in the lobby space, and others will want to continue the dialogue in a break-out space such as an office or sit-down wicket. Always use your judgement as banking professionals.
Will Notes from the previous Needs Navigator be migrated to Needs Navigator 2.0?
All Notes from the previous Needs Navigator has been migrated to Needs Navigator 2.0.