ACF helps transform Customer Experience for Aguas de Saltillo

Aguas de Saltillo is a mixed enterprise, combining public and private investment. It began operations on October 1, 2017, following a public bidding process launched by the municipality of Saltillo. The initiative aimed to identify the most competitive proposal for operating the drinking water system project in the city of Saltillo, Coahuila de Zaragoza, Mexico.

The Solution

Implementations to increase branch functionality:

1. Supervisor registration
2. Agent registration, including multiple types of service windows available for branch agents and other staff
3. Customisable paper tickets by service window or service type
4. Screens for displaying queue information, including:
   • Upcoming shifts and history of previous shifts
   • Ability to integrate additional content such as web pages, images, and video
   • Text alerts for customers
   • Screen and email alerts during busy working hours
5. Ability to personalise the service desk, including:
   • Web-based interface
   • No requirement for special or proprietary paper
   • Personalised ticket printing
6. Automatic registration kiosk, including:
   • Touchscreen interface using a web-based system
   • Pedestal-mounted or wall-mounted installation options
   • Customer check-in functionality
   • Custom ticket printing
   • No requirement for special or proprietary paper

The Implementation

Through careful planning, collaboration, and proactive participation from all stakeholders involved in the project, the solution was successfully installed across all four branches in a record time of just two weeks.

The Results

In addition to initiatives such as the sectorisation programme, which divided operational processes into smaller and more organised units, the implementation of Q-Flow contributed to greater satisfaction among users with both management processes and overall service quality.