Case Study: Tigo Guatemala achieves 45% shorter wait times and 85% higher staff productivity with Q-nomy's Q-Flow

Tigo Guatemala - Customer Case Study

Tigo Guatemala, a leading telecom and digital lifestyle company with 41 service locations and 3 million users, faced a lack of technology to manage customer check-in, queuing and satisfaction. A basic prior system gave no useful management tools or operational data, so Tigo needed to track KPIs, implement fair first-come/first-served service, and cut in-store wait times toward an 18-minute target.

Tigo partnered with ACF Technologies to deploy Q-nomy’s Q-Flow platform, adding kiosk-based queuing, phone-number check-in, voice recordings, and dashboards that measure arrivals, visit reasons, wait and service times and employee productivity. The solution reduced wait times by 45%, lowered abandonment, enabled B2B/B2C segmentation, made Q-Flow the basis for operational reporting, and delivered store productivity of 85%, occupancy of 95% and an estimated NPS above 65.

Tigo Guatemala

Marcos Mérida

Client Operations Manager