When AT&T needed an advanced appointment scheduling solution to transform its customer experience in stores, it turned to ACF Technologies for help, via its systems integrator Amdocs.
The scale of AT&T’s operation brought unique challenges — around 2,300 AT&T stores needed calendar support. This meant:
Strong stability and survivability
Efficient administration with minimal manual intervention
Same-day deployment of initial package and upgrades access across all stores
High performance, ensuring excellent customer experience and real-time updates to the calendar database during peak time.
We implemented out flagship platform Q-Flow, to provide:
High performance servers, tested to ensure reliability during peak use
Multi-channel scheduling to enable customers to book appointments in-store, through a call center, on their mobile or online
Seamless integration with AT&T’s administration systems, enabling automatic set-up of stores, calendars, employee schedules and permissions
Integration with AT&T’s proprietary greeter and CRM systems, ensuring a seamless experience for customers arriving for their appointments
The most significant component is the online scheduling application embedded in AT&T’s website:
Q-Flow proved highly successful:
100% stability since launch
Successful, same-day launch at 2,300 stores following a pilot project
A more efficient customer experience — reducing repeat visits and increasing customer satisfaction
Q-Flow helped AT&T achieve unprecedented improvement in customer satisfaction scores, rating the highest in JD Power’s customer satisfaction rankings.