Case Study: Buncombe County Department of Health and Human Services achieves streamlined client flow and reduced wait times with ACF Technologies' Q-Flow

Buncombe County Department of Health and Human Services - Customer Case Study

Buncombe County Department of Health and Human Services consolidated its Social Services and Public Health departments into a single, high‑traffic facility but lacked an effective way to control client flow and coordinate services across teams. Seeking a modern queuing and routing solution, the county selected ACF Technologies and its Q-Flow system to replace outdated, home‑grown processes and reduce redundancy, delays, and missed service linkages.

ACF Technologies implemented Q-Flow kiosks, ticketing, lobby monitors and back‑office routing to create end‑to‑end client paths, real‑time staffing adjustments, and remote check‑in for off‑site social workers. The system tracks wait and service times, exposed higher dropped‑call rates among non‑English speakers (leading to added bilingual staff), prompted additional kiosks, and supports cloud‑based continuity in emergencies. Buncombe County reports overwhelmingly positive client feedback, faster and more complete service delivery, and improved operational metrics thanks to ACF Technologies’ Q-Flow.

Buncombe County Department of Health and Human Services

Mandy Stone

DSS and Assistant County Manager for Human Services