Case Study: Bay County Tax Collector achieves streamlined appointment scheduling and improved customer flow with ACF Technologies' Q-Flow

Bay County Tax Collector Modernizes with Q-Flow

Bay County Tax Collector, which operates four offices serving nearly 200,000 constituents annually, faced chronic system outages and inaccurate wait-time forecasts that left them unable to support appointment scheduling, virtual check-ins, text notifications, queue transfers, or meaningful reporting. Needing a modern queuing and appointment solution during the pandemic, they selected ACF Technologies’ Q-Flow Appointment Scheduling to address these limitations.

ACF Technologies deployed a dedicated implementation team, ran fact‑finding workshops, and configured Q-Flow (including Online Appointment Booking, Remote Check‑in, Q-Flow Survey and FIFO queue management). After rollout, Bay County Tax Collector saw more accurate wait-time forecasts that enabled staff redeployment, customer self-rescheduling that cut call-center workload, operational productivity gains across all four offices, and actionable reporting/survey data — plus an immediate fix for customers booking the wrong location.

Bay County Tax Collector

Jessica Liard

Director of Operations