Case Study: Multinational Telecommunications Company reduces complaints from 12% to 3% and cuts wait times with ACF Technologies' Q-Flow

Multinational Telecommunications Company - Customer Case Study

Multinational Telecommunications Company — with over 277 million subscribers, 80M+ landlines and operations in 18 countries — faced fragmented customer-service systems: a basic queue system in only two countries, limited call-center categorization, manual case tracking, and disconnected back-office processes. Seeking a 360° tool to automate and centralize workflows, they partnered with ACF Technologies in 2010 to deploy Q-Flow BPM and related customer-experience solutions.

ACF Technologies implemented Q-Flow across more than 650 branches, ~45–50 call centers and 270+ back-office areas, adding queuing and appointment systems, portfolio-based client assignment and the Sense Ear module for real-time audio recording of interactions. The rollout delivered measurable gains: faster and prioritized service times, improved staff productivity, lower wait and abandonment rates, and a drop in complaints from 12% to 3%; the success also enabled expansion of the solution to 11 countries.