TIGO Colombia: a comprehensive automation solution to optimise customer service

Optimising customer service operations

TIGO faced the strategic challenge of optimising its customer service operations, aiming to reduce response times, minimise errors, and comply with strict regulatory requirements. The complexity lay in managing PQRs (Petitions, Complaints, Claims, and Suggestions) and service activation, where the lack of automation generated reprocessing, high costs, and regulatory risks. The challenge required an anticipatory solution focused on improving both customer experience and internal operational efficiency.

A long-term relationship built on results

Minsait’s telecommunications specialists led the design and implementation of an automated solution for extracting claim requests in PQRs and analysing telephone sales. The platform integrates advanced data-processing and analytics tools that accelerate claim validation and improve accuracy in operational management.

The process included:

• In-depth diagnostics of internal processes and applicable regulations
• Development of an automated system for data extraction and analysis
• Implementation of workflow improvements to optimise Effective Operating Time (TEO)
• Training and support for the TIGO team to ensure effective adoption and use

This innovative solution increased productivity, reduced costs, and ensured regulatory compliance, positioning Minsait as a strategic digital transformation partner for the industry.

Improved end-user experience

• 15% reduction in Effective Operating Time (TEO), increasing efficiency.
• 85% reduction in the time required to validate claims related to commercial offers.
• Elimination of reprocessing, reducing regulatory risks and potential penalties.
• Significant improvement in operational accuracy and regulatory compliance, reducing errors.
• Higher productivity and lower costs associated with customer service.

This project reaffirms Minsait’s ability to address complex challenges in the telecommunications sector, combining technological innovation with a focus on customer and regulatory needs. We have demonstrated excellence in process automation and data analytics, delivering solutions that enhance efficiency, reliability, and regulatory compliance.

Prospective clients can rely on our experience in designing platforms that optimise critical operations and manage regulatory risks with rigour. Business partners value our ability to integrate advanced technology with efficient processes, while analysts recognise our track record in projects that drive digital transformation with tangible impact on service quality and sustainability.