--- title: German promotional bank KfW relies on novomind software for customer advice and support description: KfW as one of the world’s largest promotional banks is now using novomind’s communication system for omnichannel customer service. url: https://www.novomind.com/en/press/kfw-relies-on-novomind-software-for-customer-advice-and-support/ markdown_url: https://www.novomind.com/en/press/kfw-relies-on-novomind-software-for-customer-advice-and-support.md type: post slug: foerderbank-kfw-setzt-in-kundenberatung-und-betreuung-auf-software-von-novomind author: mmeyer published: 2025-10-09T02:24:20Z modified: 2025-12-03T09:56:46Z language: en-US taxonomies: category: - Customer Service - novomind AG  - Press word_count: 791 tokens: 1451 --- # German promotional bank KfW relies on novomind software for customer advice and support Share this article 9. October 2025 German promotional bank KfW relies on novomind software for customer advice and support Customer Service, novomind AG  by Daniela Köhler Publications officer KfW as one of the world’s largest promotional banks is now using novomind’s communication system for omnichannel customer service. Hamburg, 9 October 2025 – KfW is one of the world’s largest promotional banks. Its branches in Berlin and Bonn handle around 4,000 customer enquiries by phone and over 1,000 by e-mail every day. For its demanding digital communication management at B2B and B2C level, KfW is now relying on novomind AG’s central communication system for omni-channel customer support, novomind iAGENT. The Hamburg-based software experts won a Europe-wide tender and are replacing the previous on-premise system with their SaaS (Software as a Service) system, novomind iAGENT. The initial project phase includes the call and mail modules as well as the online contact form. Since October, KfW’s customer communication on these three channels has been centrally managed with novomind iAGENT, which is used by a total of around 450 employees. As a next step, live chat and greater integration of AI‑based automation are also planned. To celebrate the launch in Bonn, giveaways were handed out to employees at the contact center. The project was implemented within twelve months, taking into account the individual requirements of this special bank. As a public-law institution, KfW not only promotes small and medium-sized enterprises and start-ups in Germany but also offers programmes for the energy-efficient refurbishment of residential buildings and the construction of climate-friendly new buildings as well as environmental protection measures and educational programmes for private customers. All of this also demands a high degree of responsibility and reliability on the technical side with regard to data and process security as well as approval and control procedures. The central communication system, novomind iAGENT, fulfils these requirements with precisely defined approval processes, detailed deletion policies for interactions and clearly defined role and rights frameworks for service teams. “The integration of novomind iAGENT into KfW’s highly accountable promotional environment is an outstanding project for us,” says Stefan Grieben, CEO of novomind. “We worked closely with KfW’s team to implement all requirements with great flexibility, taking KfW’s customer service to a new level.” Nadine Mérée, Director of the KfW Dialogue Centre, says: “All employees were able to gain positive experiences with novomind iAGENT during the training sessions. We are very optimistic! In order to ensure a smooth transition, we are closely supporting the changes. We are therefore delighted to now be using iAGENT on a daily basis.” Back to overview Share this article Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com We look forward to receiving your email Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com