Customer Experience Solutions for Banking

ACF completely overhauled our appointment booking system. The integration was seamless, its real-time service and ability to be managed remotely for multiple locations is fantastic, and its intuitive and flexible design means customers can quickly and easily get the appointments they need, where and when they need it at the touch of a button.

By implementing Q-Flow we were able to reduce waiting time by 45%, increasing productivity per store by 85% and staff occupancy does not drop below 95%. Q-Flow is the basis for any report or study that is required on the operation of the company.

The advanced queue management system provided by ACF allows us to effectively manage our customers to provide the customer service excellence we committed to delivering. In addition to this, the system provides comprehensive reporting abilities to allow us to analyse our performance, identify peak contact times and efficiently plan staff resource to meet both our service commitments and business demands

We used Q-Flow for our drop in service once the appointments were implemented and this had the greatest impact on service delivery, as we could successfully inform customers of the delays expected and spread the footfall throughout the day.  The Q-Flow system had proved to be totally stable and reliable as we have had zero down time since the implementation several years ago.

ACF’s Queue Management solution allows us to manage our walk-in customers efficiently, reducing their waiting times and increasing customer satisfaction. In particular, being able to view real-time information on numbers of customer queuing allows us to effectively manage our staff resource.