
Implementing enterprise omni-channel appointment scheduling with ACF
February 1, 2023
February 1, 2023
This global bank, an ACF customer since 2017, has always valued its customers and invested heavily in ensuring the delivery of exceptional customer service with a focus on profitable transactions.
With the ambitious goal of transforming its in-branch appointment scheduling process, their transformation journey began in 2014 by focusing on:
The bank has also invested significantly in strengthening its online presence to meet customer needs, offering online banking services that enable account management for around 2 million customers each month, approximately 500,000 visits per week.
To further enhance operations, the client turned to ACF to move appointment scheduling online.
By integrating multiple systems and channels across 500+ branches, they achieved significant improvements in both day-to-day operations and the overall customer experience.
In the last few years, the client has worked to integrate the information from all channels (branches, contact centers, digital media etc.). This enables the business to improve productivity and help cost savings with reviewed improvements based on customer experience and needs. The business requirements are to take advantage of new technological advances and streamline services and processes to heighten customer experience across all operations.
As part of a global strategic initiative to improve customer experiences, the customer experiences team was eager to shift appointment scheduling from email, telephone, and branch walk-ins to a centrally managed omnichannel solution.
To streamline their customer experience and provide customers across the UK with the best possible customer service, they partnered with ACF Technologies to implement Q-Flow, an enterprise appointment scheduling platform.
With stiff competition and a growing customer base across the UK, the client faced several key business challenges that needed addressing, including:
The company partnered with ACF Technologies to design and implement an industry-leading enterprise appointment booking solution using a cloud-based version of Q-Flow.
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Moving to online appointment scheduling has brought: