ACF's Workflow: Transforming Response Times Across All Departments

With over 277 million subscribers, more than 80 million landlines, and operations across 18 countries, this telecommunications company is one of the largest in the industry.

Formed through the merger of several smaller operations, the company is committed to delivering high-quality products and services across television, mobile networks, and broadband internet.

The Challenge

This organization faced multiple operational challenges across key areas:

• Agencies: Queue management systems were only implemented in two countries, with limited functionality. These systems provided only general service and wait times, lacked personalization, and operated on a first-come, first-served basis. While customer feedback could be collected, there was no capability to generate detailed staff productivity reports.
• Call Center: An in-house tool tracked call volumes and general service types but lacked detailed categorization. This limited insight into customer needs and made it difficult to manage both internal and outsourced call centre operations effectively.
• Back Office: There was no integration between branches and call centres, with communication managed manually via email. This prevented accurate tracking of response times, bottlenecks, and case volumes, often resulting in lost cases and missed follow-ups. Additionally, there were no specialized back-office teams, and country-specific customization requirements led to fragmented configurations.
• Corporate Division: Client management was handled manually, with no centralized case tracking system. This limited visibility into sales and service performance and prevented prioritization based on customer value or category.

The primary objective was to optimize and automate processes across all departments, while enabling full visibility of case journeys through a centralized, end-to-end system.

The Solution

In partnership with ACF Technologies, a digital transformation initiative was launched in 2010. The organization implemented Q-Flow BPM across branches, corporate divisions, call centres, and back-office operations, enabling role-based specialization across sales, customer service, and technical teams.

• Deployment across more than 650 branches, including owned agencies and distributors
• Integration with approximately 45–50 call centres, including outsourced operations
• Implementation across more than 270 back-office departments

• Customer Segmentation: Customers were categorized based on visit or call purpose, enabling tailored service routing and improved service delivery.
• Performance Monitoring: Key operational metrics were tracked, including staff productivity, service levels, abandonment rates, wait times, service duration, queue volumes, and back-office processing times.
• Customer Data Integration: Customer interactions were centralized, allowing for detailed tracking of service history and improved personalization, particularly for corporate clients assigned to dedicated executives.
• Portfolio Management: Corporate clients were assigned to specific account managers, ensuring continuity of service and consistent follow-up across all touchpoints.
• Quality Management: The Sense Ear module enabled recording and analysis of customer interactions, supporting quality assurance and service improvement initiatives.

A dedicated agency quality department was also established to define KPIs, identify process improvements, and enhance overall service delivery.

The Results

• Improved service time classification, enabling prioritization of short, medium, and long service requests.
• Enhanced service quality through alignment between customer needs and service categorization.
• Increased staff productivity through improved visibility and management of operations.
• Reduced wait times, establishing the organization as a regional benchmark.
• Significant reduction in complaints, decreasing from 12% to 3%.
• Introduction of appointment scheduling for improved handling of customer complaints and service routing.
• Cost savings achieved through operational efficiencies across all branches.
• Improved customer retention through data-driven service enhancements and first-contact resolution.
• Enhanced call centre performance through better identification of demand patterns and service issues.
• Expansion of the solution across multiple countries, including the Dominican Republic, Argentina, Uruguay, Paraguay, and Ecuador, resulting in implementation across 11 countries.