Tigo Guatemala - Case Study

Tigo is the leading telecommunications and digital lifestyle company in Guatemala. Founded in 1990 as the country’s first mobile telephony provider, Tigo has played a major role in the development of mobile communications in Guatemala through continuous innovation and investment. Today, the company operates 41 customer service agencies and serves more than 13 million users.

The challenge

Tigo Guatemala did not have the required technological tools to control customer entry, queue, and customer satisfaction when they started their business operations.

They decided to implement software that allowed them to create basic organization, however, they realized that the program did not offer the control profile they needed, nor the statistical data required to improve the waiting time, transactions, and the tools for evaluating processes.

It was very important to improve the controls with the contributors, working time, or connection. It was crucial to boosting the transaction’s efficiency, tracking averages in query operations, requirements, claims management, and the sales of the different products offered to customers.

The solution

Tigo had a goal of growing up as a company and being a known as renowned. For that reason they had three key objectives to improve their client’s experience.

Customer management

Tigo now provides solutions for customer management with just-in-time service and offers excellent resources inside the commercial facilities. The customers can wait while the employees handle the customer's needs, and they can enjoy their stay in the establishment.

First come, first served

The service objective consists of organizing all the transactions on a first come, first served basis to attend the customer’s requirements in an equitable order.

Reduced wait times

The time objective includes reducing the customer wait time to 18 minutes in the room in order to offer the clients an enjoyable visit. The idea of this point is that the client feels satisfied with their visit and the customer service.

Tigo Guatemala selected ACF Technologies to provide the operational control and visibility tools required to improve customer service management. The ACF platform delivers a user-friendly interface and a comprehensive 360-degree operational view of daily service activities.

When customers enter a store, Tigo agents can use system data and tools to deliver a structured and personalized service experience. Customers join the queue by entering their phone number at a self-service kiosk. This process helps ensure the service experience feels organized and tailored to individual needs.

The system measures wait times, customer arrival volumes, reasons for visits, and service durations. It also provides insight into employee productivity and the most common types of customer inquiries, enabling continuous operational improvements.

ACF Technologies also implemented the Sense Ear recording management service at each service desk. This capability allows conversations to be monitored and recorded, helping Tigo identify opportunities to improve service quality and enhance the customer experience.

Tigo Guatemala customer service agency using Q-Flow queue management technology.

The Results

Following the implementation of Q-Flow, Tigo projected a Net Promoter Score (NPS) higher than 65 percent, reflecting a significantly improved customer experience during store visits. Q-Flow has become the operational foundation for reporting and analysis across the business.

Tigo has achieved measurable improvements in several operational areas:

Customer visit records are now fully organized and traceable by user.
The platform provides visibility into agent productivity and identifies the most suitable agents for each service location.
The system improves classification of B2B and B2C customers, helping deliver more tailored service and offers for different customer segments.
Customers typically wait no more than 15 minutes per transaction, with a maximum of around 50 minutes during peak demand. This resulted in a 45 percent reduction in waiting time and fewer abandoned visits.
Average waiting time has decreased from approximately 25 minutes to under 18 minutes, with the longest queue time typically not exceeding 21 minutes.
Improved service efficiency has increased productivity per store and agent to around 85 percent, while staff utilization remains above 95 percent.

The data generated by Q-Flow provides detailed operational insights, including ticket creation, waiting time, service duration, and the classification entered by the service agent. This level of visibility allows Tigo to clearly understand when service occurred, why customers visited, and which staff member assisted each customer.