Case Study: Jersey Telecom achieves a seamless, queue-free customer experience with ACF Technologies' Q-Flow

Jersey Telecom - Customer Case Study

Jersey Telecom, a longstanding telco serving the Channel Islands and other global locations, needed a high-end, customer-centric solution to eliminate traditional queues and adapt store processes during the pandemic. In 2021 they engaged ACF Technologies to deploy an enterprise appointment and queue management solution (Q-Flow) so customers could keep shopping, join virtual queues, and enjoy more natural, personalized interactions with agents.

ACF Technologies implemented Q-Flow with self-service kiosks, QR-based virtual queuing, in-store displays showing agent photos, a mobile web app for roaming agents, multilingual support, and SMS/email queue updates. The result was a free-flowing customer experience, more personal agent-customer interactions, and streamlined operations that shortened both actual and perceived wait times while supporting pandemic occupancy rules.

Jersey Telecom