Case Study: BAC Credomatic achieves 92% productivity and modern queue management with ACF Technologies' Q-Flow

BAC Rolls Out Q-Flow Across Branch Network

BAC Credomatic, a leading bank operating in six Central American countries and serving over 2.2 million customers, sought to accelerate its digitalization and improve in-branch customer experience and queue management. To achieve a differentiated, self-managed customer flow, BAC Credomatic piloted and then adopted the Q-Flow solution from ACF Technologies to modernize service delivery across branches.

ACF Technologies deployed a fully functional Q-Flow environment in ten days, integrating kiosk SMS, CRM-driven personalization, encrypted card readers, digital signage, ticketing by name and post-interaction surveys. The implementation was expanded to 13 branches, and within six months BAC Guatemala replaced 100% of prior systems; by 2019 Q-Flow was in 85 branches. Measurable gains include 92% productivity, non-attendance rates of 1.39% (Customer Service) and 0.13% (Tellers) via SMS notifications, increased sales/marketing targeting, and a mandate to roll out Q-Flow across all BAC Credomatic countries.

BAC Credomatic

Jessica Jurado

Head of Customer Experience, Channel Management