Case Study: Northampton Borough Council achieves reduced wait times and higher customer satisfaction with ACF Technologies' Q‑Flow

ACF Helped Northampton Borough Council Reduce Wait Times After Implementing Q-Flow Appointments

Northampton Borough Council, which serves over 200,000 residents from its one‑stop‑shop in the Guildhall, faced high daily footfall at a single service centre that led to long waits, staff pressure and missed or mis‑routed customer requests—especially during predictable traffic spikes. To tackle these challenges the Council engaged ACF Technologies to deploy a queue management and appointment booking solution using Q‑Flow.

ACF Technologies implemented Q‑Flow with welcome kiosks and printed tickets, digital signage, a web‑based staff UI and management dashboards, local hosting, and phone/appointment booking. The solution set clear wait‑time expectations, enabled needs‑based routing and seamless appointment handling, reduced average wait times, increased staff performance and customer satisfaction, gave managers real‑time reporting to manage flows, and — according to the Council — delivered dramatically lower waits and zero downtime since implementation.

Northampton Borough Council

Ken McAlindon

Customer Service Team Leader