Case Study: Banco Industrial achieves higher NPS and faster customer service with ACF Technologies' Q-Flow

Banco Industrial expands coverage through video calls with ACF

Banco Industrial, one of the largest banks in Guatemala and Central America, faced a challenge: services were primarily in‑person and appointments had to be requested at branches, leaving digital natives and customers abroad underserved, increasing wait times and limiting personalized service. To address this, Banco Industrial engaged ACF Technologies to deploy Q-Flow, a video call management and ticketing/appointment solution that would introduce multi‑channel booking (e‑tickets, scheduled/rescheduled appointments and video calls) and shorten branch queues.

ACF Technologies implemented Q-Flow with SMS and email integration and a customer web page, enabling e‑tickets, appointment booking/rescheduling and fully virtual video‑call appointments. As a result, Banco Industrial reported a significant increase in NPS, allowed clients abroad to self‑schedule video calls, reduced service times while increasing staff productivity, and expanded its ability to offer personalized appointments with representatives and executives.

Banco Industrial

Fernanda Moreira

Assistant Manager Customer Service