Case Study: Retail Bank achieves enterprise omnichannel appointment scheduling and streamlined customer experience with ACF Technologies

Implementing enterprise omni-channel appointment scheduling with ACF

Retail Bank, a Europe-headquartered financial institution serving roughly 2 million online customers a month, needed to move appointment scheduling off email, phone and walk-ins and into a centrally managed, omnichannel system that could handle millions of requests, deliver real-time insights, consistent brand experiences across 500+ branches, and provide accurate reporting and scalability. To meet these goals they partnered with ACF Technologies to deploy the enterprise appointment solution Q-Flow.

ACF Technologies implemented a cloud-based Q-Flow platform integrated with Outlook, CRM, workforce management and branch systems, enabling online, in-app, phone and in-branch booking, automated SMS/email notifications, tablet check-in and real-time call center visibility. The ACF solution now runs in 500+ locations, synchronizes calendars for 10,000 staff, automates calendar optimization and reporting, and has reduced wait times and improved customer satisfaction as part of an ongoing six-plus year partnership.