At LACNIC, we continue to simplify, clarify and increase the predictability of our member experience. Over the past year, we took a qualitative leap forward in support and process management, reducing uncertainty, strengthening transparency, and expanding self-management capabilities.
This progress is not the result of a single initiative, but rather a combination of improved processes, measurement and analysis at various stages, and digital tools that allow us to make evidence-based decisions, identify opportunities for improvement, and sustain changes over time. Our efforts have been guided by a concrete goal: to provide each member with greater visibility, faster response times, increased security, and more efficient channels to address their needs.
By the numbers: In 2025, LACNIC managed more than 5,000 tickets including general inquiries, requests for digital resources, and transfers. In this context, we achieved a 97.9% initial response rate, with replies issued in under two business days (seven percentage points higher than in 2024). Likewise, 96.6% of cases requiring more complex technical analysis were resolved within a maximum of five business days.
Seven Improvements that Transformed Our Member Experience
1) Greater predictability across all processes
We increased ticket management efficiency, increasing compliance with response times from 90% to 98%, a leap that had a direct impact on service quality.
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2) Measurements at various stages to optimize our processes
For the first time, we were able to break down processes and analyze the timeline at each phase, which allowed us to make concrete decisions to optimize each step of the process. This made it possible to identify bottlenecks, redesign workflows, and identify opportunities for improvement.
3) Visual tracking of requests on MiLACNIC
We introduced visual tracking of requests, allowing members to see the status of their processes and which steps have already been completed, directly addressing a request from the community. This reduced uncertainty and increased predictability, making it easier for members to prepare for upcoming steps.
4) Direct contact with our analysts
We enabled an agenda to allow members to schedule meetings directly with analysts through Zoho Bookings. Members can now coordinate direct meetings with technical teams to streamline the resolution of complex cases.
2) Measurements at various stages to optimize our processes
For the first time, we were able to break down processes and analyze the timeline at each phase, which allowed us to make concrete decisions to optimize each step of the process. This made it possible to identify bottlenecks, redesign workflows, and identify opportunities for improvement.
3) Visual tracking of requests on MiLACNIC
We introduced visual tracking of requests, allowing members to see the status of their processes and which steps have already been completed, directly addressing a request from the community. This reduced uncertainty and increased predictability, making it easier for members to prepare for upcoming steps.
4) Direct contact with our analysts
We enabled an agenda to allow members to schedule meetings directly with analysts through Zoho Bookings. Members can now coordinate direct meetings with technical teams to streamline the resolution of complex cases.
5) Configurable multi-channel notifications
We added multi-channel notifications that allow MiLACNIC users to configure alerts for changes in their accounts or the resources they manage. These notifications can be delivered through various channels (email, Slack, WhatsApp, SMS) and include aspects such as access, security, and modification of resources (reverse DNS, ROAs, sub-assignments).
6) Security alerts
We improved security alerts to detect and report early signs of malicious use of IP addresses (e.g., spam distribution). This proactive approach helps us respond more quickly, mitigate risks, and protect the network’s operational reputation.
7) Instant replies to frequently asked questions through a chatbot
We recently added a chatbot to MiLACNIC that provides immediate answers to common questions, guidance on procedures and services, and facilitates access to key content. This chatbot complements the personalized support we provide our members and reduces wait times.
Total satisfaction and new tools
The combined impact of these improvements was reflected in user perception, as seen in our satisfaction survey which showed that 100% of respondents rated the process as easy or very easy. In addition to these enhancements, we launched new tools, such as the Fee Calculator, which allows accurately estimating membership fees based on managed IPv4 and IPv6 resources.
With these developments, LACNIC consolidates a service model grounded in data, transparency, and continuous improvement, and lays the foundation for a new phase of digitalization focused on strengthening its relationship with our community.
If you are a LACNIC member, we invite you to log in to MiLACNIC and explore the new features: request tracking, scheduling meetings with our analysts, notifications, and the chatbot.
