Case Study: BAC Credomatic achieves 3-minute average wait times and dramatically reduced abandonment with Q-nomy Q-Flow

BAC Credomatic - Customer Case Study

BAC Credomatic, a Central American bank serving over 2.2 million people across six countries and leading in profits in Guatemala, set out to accelerate digital transformation to improve efficiency, security and customer experience. After successful Q-Flow tests in May 2017 and the acquisition of 13 branches, the bank sought a modern, self-managed, customer-centered service model to deliver faster, more personalized interactions.

ACF Technologies implemented Q-nomy’s Q-Flow platform, integrating customer identification and ticketing, an encrypted card reader, CRM-driven personalized content on tickets and digital signage, surveys and SMS notifications, with technology, marketing and customer-experience teams collaborating on configuration. The solution was rolled out across branches (85 by 2019), handled 320,435 tickets with an average wait of 3 minutes 3 seconds, cut abandonment to 1.39% (Customer Service) and 0.13% (Tellers), boosted targeted sales, and prompted BAC to standardize Q-Flow across all countries.

BAC Credomatic