Case study · Bestel
Zero-Touch NOC: How Bestel Mexico Automated the First Line of B2B Customer Care
Learn how Bestel Mexico leveraged Symphonica No-Code OSS and its Chatbot Add-on to launch a Zero-Touch NOC, automating basic Internet and MPLS diagnostics and transforming the first line of B2B customer support.
The challenge
- Manual, slow, and non-standardized diagnostics.
- Growing ticket volume at Level 1 support.
- Heavy reliance on individual agent expertise.
The solution
Bestel integrated Symphonica SaaS with BMC Helix, enabling a Level 1 support chatbot that can:
- Run diagnostics for access and demarcation devices (Raisecom).
- Publish troubleshooting results into Helix on demand.
- Store and reuse circuit input data to avoid repetitive manual entry.
Results
Why this matters
This project reduced response times, standardized troubleshooting, and improved customer satisfaction. It also laid the foundation for broader OSS modernization and a more agile, cloud-native NOC.
"With Symphonica and the chatbot we achieved faster, standardized troubleshooting at N1. This automation allowed us to save valuable time in ticket handling."
