Customer story · Gtek
Bringing customer support into one workspace.
For Gtek's service team, helping a subscriber often meant moving between applications to find the right information. Michael Hernandez, Telecommunications Support Manager, describes how Bavardio changed that experience and how his team responded.
The challenge
Finding the right information while the customer waits.
Gtek's support team used several platforms to assist subscribers. During an outage or troubleshooting call, switching between those systems added work at a moment when the team needed to focus on the customer.
“Every day, our department relies on multiple platforms and applications to assist our subscribers. During outages or when troubleshooting issues, every phone call matters, and switching between so many systems can slow down the support process and add unnecessary stress for our team.”
What changed
A simpler way to work with customer information.
Bavardio put the support workflow in one interface. Michael talks about it in terms of his team's day: fewer screens to move between, and one place to help the subscriber.
“Their platform has eliminated the need to constantly navigate between multiple applications by bringing everything together into one simple, intuitive interface. It has truly lifted a significant burden from our team.”
The team's response
Seeing how the work could become easier.
When Charles and the Bavardio team walked through the platform with Gtek, Michael watched his team more than the screen.
“What stood out to me most wasn't just the technology, it was my team's reaction. At the beginning of the demonstration, I could see they were cautious and guarded. Change can be intimidating, especially when you've spent years working a certain way.”
“You could literally see everyone's shoulders relax.”
Michael says the team warmed up as the demonstration went on. For a manager bringing in a new tool, that was the signal he cared about: how the people who would use it felt about the work ahead.
A manager's perspective
More attention for the customer.
Michael puts it in practical terms. With fewer tools to navigate, more of each call goes to the subscriber.
“I would confidently recommend Bavardio to any telecommunications provider. As AI continues to transform the way we work, companies need solutions that empower employees rather than overwhelm them.”
The workspace Gtek's team uses
Bavardio Customer Service fixes it on the first call
Your rep sees the call, the account and the customer's radio on one screen, and AI suggests the next step. The problem gets fixed while the customer is still on the line, and nobody rolls a truck for it.
Explore the customer-service workspace.
The call, the account and what the network is doing, on one screen for the CSR.
See what one workspace would look like for your team.
Bring a customer interaction your team handles often. We will walk through it together.