Case Study: Global Healthcare Powerhouse achieves modernized patient experience and nationwide scale with ACF Technologies

Elevating Patient Experiences ACF Transforms Columbian Global Health Organization

Global Healthcare Powerhouse, a major provider serving more than 6.8 million affiliates across Colombia and multiple countries, faced the need to modernize its Experience Centers: reduce on-site staff, shift customers to non-face-to-face channels, create a unified customer view, and gain intelligent real-time reporting. To meet these goals it engaged ACF Technologies, adopting solutions including Virtual Queueing, the Q-Flow platform, Q-Flow Walls and a video calling service to redesign patient flow and self-service experiences.

ACF Technologies implemented a Q-Flow–based shift management system with kiosks and reception consoles, triage routing, digital signage, service walls (SAS and cloud), video call stations, self-service tablets/PCs, and customer-identification integrations with prioritization rules. The rollout grew from 10 locations in 2015 to over 150 customer service offices and 7 urgent care centers, handling about 3,200,000 monthly transactions on Q-Flow, and now expands further with virtual appointments, surveys and messaging modules.