Background
BrightWave Telecom, one of the UK's fastest-growing regional ISP and mobile network operators, had scaled rapidly from 200,000 to over 900,000 subscribers in just four years. But their customer support infrastructure had not kept pace. Agents were working across three disconnected ticketing platforms — one for broadband, one for mobile, and a legacy CRM for enterprise accounts — leading to duplicated effort, lost case history, and frustrated customers who had to repeat their issues every time they called.
Average resolution time had climbed to over 11 days for complex cases, and CSAT scores had dropped below 62% — well below the industry benchmark of 78%. Ofcom had flagged the provider in a quarterly review. The business needed a unified, intelligent service platform, fast. They engaged Gagstek to design and implement a Salesforce Service Cloud solution that would consolidate all channels, automate case routing, and give agents a complete view of every customer.
Key Business Challenges
The fragmentation wasn't just a technical inconvenience — it was directly costing the business in churn, regulatory risk, and agent burnout.
Gagstek's Solution
Gagstek conducted a two-week discovery sprint with BrightWave's operations, IT, and customer experience teams before a single line of configuration was written. The result was a phased Salesforce Service Cloud implementation designed around the agent workflow, not the other way around.
Technical Approach
The data migration presented the most significant risk: over 2.3 million historical cases spread across three systems with inconsistent field mappings and duplicate contact records. Gagstek built a custom ETL pipeline using Python and Salesforce Bulk API to cleanse, deduplicate, and transform records before loading — with a full reconciliation audit before any production cutover.
The go-live was executed over a single weekend using a blue-green deployment strategy, ensuring agents could continue working on the legacy system until the final DNS cutover at 02:00 Sunday morning. Post-go-live, Gagstek's team remained embedded with BrightWave for four weeks to stabilise and tune routing logic based on real-world usage patterns.
The self-service portal deflected over 28% of inbound contact volume within the first 90 days — a result that significantly reduced agent workload ahead of the summer demand peak.
Business Impact
Client Testimonial
"We were haemorrhaging customers because of a support experience that simply couldn't keep up with our growth. Gagstek came in, understood the problem immediately, and delivered a Service Cloud implementation that transformed our operations. The agent console alone changed everything — our team finally has a full picture of every customer in one place. CSAT is the highest it's been since we launched. Gagstek didn't just implement software — they fixed our business."