Case Study: Tigo Guatemala cuts wait times 45% and boosts productivity with ACF Technologies' Q-Flow

Tigo - Customer Case Study

Tigo Guatemala, the country’s leading telecommunications and digital lifestyle company, faced limited technology for controlling customer entry, queuing and satisfaction. Early software didn’t provide the control profiles, statistical data or process-evaluation tools Tigo needed to improve wait times, transaction efficiency, claims handling and sales, so they engaged ACF Technologies for a stronger queue-management and analytics solution.

ACF Technologies implemented its Q-Flow platform (with Sense Ear recordings at each desk) and a kiosk phone-number queuing system to give Tigo a 360° view of visits, wait times, reasons for inquiry and agent productivity. The deployment drove measurable impact: projected NPS >65%, average wait reduced from 25:00 to no greater than 18:00 minutes (a 45% reduction), longest waits capped at ~21 minutes, productivity per store/assistant ~85% and staff occupancy not below 95%, while Q-Flow became the basis for operational reporting and continuous improvement.

Tigo

Marcos Mérida

Client Operations Manager