Case Study: UK Multinational Telco Company achieves unified global appointment booking and reduced wait times with ACF Technologies' Q-Flow

UK Multinational Telco Company implements Q-Flow in 800 locations with ACF Technologies

UK Multinational Telco Company engaged ACF Technologies to address inconsistent customer experiences across its global estate by deploying an enterprise appointment booking and queue management solution, Q-Flow. The telco faced wide variations in footfall, a need for rapid country-level localization, unified brand experience, a single view of customer interactions and real-time reporting, plus a partner with a sustainable product roadmap.

ACF Technologies implemented Q-Flow across kiosks, online booking (including mobile), secure video appointments, digital signage and integrations with workforce, IDAM and central reporting systems, delivered as a cloud-managed service and supported ongoing by ACF. The solution was rolled out into five countries covering over 800 locations (country-wide delivery in under four weeks), manages about 15 million customer interactions annually, delivered reduced wait times and improved customer satisfaction, and established a six-year technology partnership.