Tigo is the leading telecommunication and digital lifestyle company in Guatemala.
Tigo was founded in 1990 as the first mobile telephony company in Guatemala. It has supported the mobile telephony history in Guatemala, with innovation, investment, and a tech-savvy generation that has made it possible. The brand currently has 41 customer service locations and 13 million users.
Prior to implementing Q-nomy's software, Tigo Guatemala did not have the required technological tools to control customer check-in, queuing, and customer satisfaction.
Earlier, Tigo decided to implement simple software that offered basic functionality. However, they realized that this solution offered neither the management tools they needed, nor the statistical data required to streamline service transactions and waiting time.
Tigo's critical challenge was therefore to track and analyze the operational KPIs of their customer service and sales operations, and to boost their efficiency. To this end, the company has set three key goals:
To achieve their objectives, Tigo approached ACF Technologies, Q-nomy's business partner in the region and certified reseller and integrator of Q-nomy's Q-Flow platform, with which an appropriate solution could be built and delivered to Tigo.
Tigo Guatemala trusted ACF could deliver the control tools that were needed. ACF provided Tigo with a user-friendly platform that allows a 360 degree view of the events that happen daily:
The integrated solution provided by ACF Technologies also included voice recordings at each desk, enabling conversation monitoring. This function allows Tigo to find opportunities for improving the customer experience.
Tigo has achieved significant progress with the administration and control of the following areas:
"By implementing Q-Flow we were able to reduce waiting time by 45%, increase productivity per store by 85%, and staff occupancy does not drop below 95%. Q-Flow is the basis for any report or study that is required on the operation of the company."
— Marcos Mérida, Client Operations Manager at Tigo Guatemala