Lifeline product leaves no customer unconnected
Where: All markets
What: Driven out of work by the onset of coronavirus, millions of Latin Americans were caught in a cruel dilemma. When they most needed a digital connection to their loved ones and sources of essential information, many households could no longer afford Internet service. Starting in April 2020, Tigo preserved uninterrupted service for all customers who had unpaid balances due to hardship from the pandemic.
How: We extended a minimum “lifeline” product that gave customers Internet service with no associated charges. The lifeline offering helped ensure that those who were sidelined economically by COVID-19 shutdowns would not become further isolated from their communities. Also, our lifeline service in most countries included a variety of educational web resources to help families with at-home learning while schools remained closed.
- No Tigo customer was disconnected because of a past-due bill during the pandemic crisis
- By July 2020, most households, businesses and postpaid users that received the lifeline product had resumed their payments and were back on regular Tigo service
- We maintained valuable customer relationships through a temporary crisis, strengthened our business performance and reinforced our purpose in communities
- Offering lifeline service enabled us to avoid direct costs of disconnecting and later reconnecting customers, along with added expenses to recycle set-top boxes and other equipment
- Tigo restored vital revenue streams that helped us return to profitability sooner