Customer story · Gtek
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
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
Bavardio brought the support workflow into a shared interface. Michael describes the value in terms of the day-to-day experience for his team: less navigation and a clearer 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
When Charles and the Bavardio team walked through the platform with Gtek, Michael watched his team's reaction closely. The demonstration gave the group a practical view of how the workspace could fit their work.
“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 described the team becoming increasingly enthusiastic as they understood the experience. That reaction gave him a useful perspective on the introduction of a new tool: how the people using it felt about the work ahead.
A manager's perspective
The value Michael describes is practical and personal. A clearer workspace can help the team spend more of the interaction helping the subscriber and less effort navigating the tools around them.
“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.”
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