Case Study – Aguas De Saltillo

Overview

Aguas de Saltillo (AgSal) began operations on October 1, 2017, and was tasked by public tender to provide efficient management of the drinking water system in the city of Saltillo, Coahuila de Zaragoza, Mexico.

Recently, AgSal published a request for proposals for a solution to make customer service quicker and more efficient in its four branches.

The Challenge

AgSal has set as a primary goal to reduce the time customers needed to wait in line, as well as the time required to go through the service procedures.

Q-nomy's partner and integrator in Mexico, ACF Technologies, was awarded the project – thanks to its proven experience in delivering successful customer experience solutions based on the Q-Flow software platform.

The Solution

The solution provided included the following functionality:

• Queue management, allowing visitors to check in at a self-service kiosk, and routing them to the appropriate agent based on the type of service required (such as payments, contracts, etc.)
• Digital signage, including queue information, additional content (advertising or entertainment), call-forward messages, and automated on-screen alerts of long waiting times.

Results and Benefits

Implementation was completed in record time of just 2 weeks, installing the solution in 4 branches and starting operations in 15 days.

AgSal expect that thanks to the implementation of Q-Flow, along with other actions carried out by the management, the next customer survey will reveal better levels of satisfaction with the service and trust rating.

"Our goal was to acquire and migrate to a robust, reliable, easy-to-use and cost-effective solution like Q-Flow."

David Ríos, IT Systems Manager, Aguas de Saltillo, Mexico