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ACF helps transform Customer Experience for Aguas de Saltillo
July 4, 2023
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.
A recent success
After going through a bidding process and evaluating various technological solutions, Q-Flow was successfully installed. This was implemented to manage shifts and schedules at all four branches of Aguas de Saltillo (AGSAL) to make customer service more efficient and expeditious. This would minimize the time spent in line for customers and resolve the different issues occurring from the procedures within the offices.
What were the criteria for selecting ACF Technologies as the most appropriate queue management solution?
Characteristics of the good based on the technical proposal: The technical characteristics and specifications of each solution were considered in the decision. In addition, there was consideration of aspects guaranteed by the supplier that gave them a competitive advantage. For instance, durability, life span of the equipment, or the amount of technical specialty or technological innovation promised.
Experience and specialty of the bidder: ACF Technologies is a global company with 20 years of experience in the development of advanced Customer Experience Management solutions. Further, our solutions benefit many industries such as Telcos, Finance, Government, Retail, Hospitals, Logistics, Education, and more. This vast amount of experience was key in the criteria of selecting a bidder.
Capacity of the bidder: This consisted of the economic, technical, and equipment resources available from the supplier that would allow them to deliver the solution in the required time by AGSAL. Time needed to assess performance of the solution, maintenance service possibly needed, or any other essential aspect was also considered when selecting a bidder. Assessing which bidder could comply with the obligations set forth by the contract and get the solution up-and-running in the time required was a major factor.
Contract Compliance: Measurement of the supplier's performance or compliance of the supplier in the timely and adequate delivery of goods of the same nature that are an object of the contracting procedure.
The Solution
Implementations to increase branch functionality:
- Supervisor registration
- Agent registration, including multiple types of service windows available for branch agents and other staff
- Customisable paper tickets by service window or service type
- 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
- Ability to personalise the service desk, including:
- Web-based interface
- No requirement for special or proprietary paper
- Personalised ticket printing
- 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.
