Case study
Tigo Unifies OSS Across 9 Countries with Symphonica
How Millicom’s Tigo unified service orchestration across nine countries and more than 50 technologies.
TL;DR
Millicom’s Tigo replaced fragmented, country-specific OSS stacks with Symphonica and unified service orchestration across nine countries and more than 50 technologies, achieving 120% faster network transactions, 1.1M orders processed in two weeks and 30K additional cancellations processed daily.
- 120% Faster network transactions
- 1.1M Orders processed in two weeks
- 30K Additional cancellations processed daily
- 9 countries Unified across 50+ technologies
The challenge
Millicom’s Tigo operated fragmented OSS stacks across mobile, fixed, broadband, and TV services in nine countries.
OSS fragmentation
Country-specific systems created duplicated effort, siloed processes, and prevented teams from reusing integrations, workflows, and lessons across markets.
Manual operations and vendor lock-in
Manual fulfillment increased delays and cost, while proprietary cartridges made integrations expensive, slow, and difficult to reuse.
Scalability
The fragmented architecture complicated service expansion, post-merger consolidation, and the rollout of common products.
The solution
Tigo deployed Symphonica on AWS as a centralized, AI-powered service orchestration layer across its operating countries.
- Agentic workflow automation through an AI-assisted visual designer
- Connector Studio integrations across 50+ network technologies and digital services
- Cloud-native SaaS for multi-country scale and availability
- Real-time order handling with self-healing logic
Results
- OPEX reduced by over 60%
- Order fallout rate reduced by 91%
- Professional services spend reduced by 88%
- Operational workforce reduced by 72% while service delivery improved
- Operations unified across nine countries
- Time-to-market accelerated from two quarters to two weeks
- New services that once took months can be launched in days
"In an industry where agility, efficiency, and innovation are the keys to success, Millicom has set a new benchmark with Symphonica. This orchestration platform helped streamline operations, reduce costs, and accelerate service deployment across multiple countries and technologies."
