Case study · Tigo
How Tigo Unified Their OSS Across 9 Countries with Symphonica
Discover how Tigo transformed operations in 9 countries with Symphonica, the leader in Agentic No-Code OSS.
- ↓ 60% OPEX
- ↓ 91% Order fallout
- ↓ 88% Professional service costs
- ↓ 72% Workforce
- 2 weeks Time-to-market, down from 6 months
The challenge
Millicom’s Tigo, a leading telecom group operating across Latin America, faced growing operational complexity with fragmented OSS stacks spanning mobile, fixed, broadband, and TV services in nine countries.
OSS fragmentation
Each Tigo operation ran its own OSS stack, tailored to local vendors and technologies. This created duplicated efforts, siloed processes, and made it impossible to reuse integrations, workflows, or learnings across markets. Innovation in one country did not translate into acceleration for others.
Manual operations
Service fulfillment relied heavily on human intervention—order handling, device provisioning, error resolution—all done manually, across every different country. This led to delays, inconsistencies, and higher operational costs.
Vendor lock-in
Legacy OSS platforms depended on proprietary cartridges—custom-built connectors that were not adaptable and fully controlled by the vendor. Operators were forced into ongoing professional services agreements that turned simple modifications into high-cost projects.
Scalability issues
The fragmented architecture made it hard to scale new services or unify post-merger assets. There was no clear path for OSS consolidation after M&A, and every expansion felt like a new IT project rather than a business rollout.
The solution
Tigo deployed Symphonica, the leader in cloud-native, Agentic No-Code OSS, as a centralized AI-powered service orchestration layer across all operating countries. Key features included:
- Agentic workflow automation, built with an AI-assisted visual designer—no code required.
- Connector Studio, seamlessly integrating 50+ network technologies and digital services.
- Cloud-native SaaS deployed in AWS Virginia for multi-country scalability and high availability.
- Real-time order handling: massive order volumes processed with built-in intelligence and self-healing logic.
Results
By replacing fragmented, country-specific OSS stacks with a single cloud-native orchestration platform, Tigo achieved one of the most comprehensive OSS transformations in Latin America.
- OPEX reduced by over 60%, by consolidating platforms, automating fulfillment, and eliminating vendor overhead.
- Order fallout rate reduced by 91%, thanks to agentic, no-code workflows that minimize manual intervention and rework.
- Professional services spend slashed by 88%, as local teams build and modify workflows without vendor dependency.
- Operational workforce reduced by 72%, with automation replacing manual provisioning and order handling.
- Unified operations across 9 countries, with reusable integrations and simplified post-merger consolidation.
- M&A execution and product consolidation on a single OSS backbone.
- Time-to-market accelerated from 2 quarters to 2 weeks.
- 120% faster network transactions and 1.1M orders processed in two weeks.
- 30k additional cancellations processed daily.