How Newstel Saved 40+ Hours a Week and Improved Employee Performance with MeetGeek

Newstel Worldwide is a leading provider of digitally-led customer service solutions, empowering businesses in e-commerce, travel, and finance to scale and streamline their customer success operations.

Founded in 2015 as the customer support arm of a global e-commerce company, Newstel specializes in multilingual, omnichannel support and AI-driven process automation. Their 250+ global team delivers customer support through voice, chat, email, and social platforms, enhancing efficiency and customer satisfaction. By leveraging industry-leading platforms like Freshdesk and Zendesk, combined with cutting-edge automation, Newstel ensures businesses optimize their customer service operations while maintaining a human-centric approach.

Committed to continuous innovation, Newstel turned to MeetGeek to streamline internal meetings and increase productivity.

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The Challenge: Team Leaders Drowning in Meeting Admin 

With more than 200 employees, each team leader at Newstel oversees multiple team members, conducting regular one-on-ones and performance check-ins. While essential, these meetings required significant time for preparation and follow-ups, taking focus away from coaching and growth.

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“We needed to be more efficient. Our team leaders were spending a lot of time writing up notes before and after one-on-one meetings. MeetGeek took that off their plate.” – Sophie Cotton, Chief Customer Officer, Newstel

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The main challenges that Newstel was facing included:

• Time-consuming documentation – Manually taking notes, summarizing conversations, and documenting follow-ups was eating into leaders’ time.
• Inconsistent records – Notes varied across teams, making it hard to track progress consistently.
• Limited visibility – HR and account managers lacked insight into one-on-ones and performance discussions.
• Engagement & productivity concerns – Admin tasks left less time for coaching and meaningful interactions with employees.

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The Solution: Automating Meeting Documentation with MeetGeek

To overcome these challenges, Newstel needed a smarter way to handle meeting documentation - one that saved time, ensured consistency, and improved visibility. That's where MeetGeek came in.

Newstel integrated MeetGeek to automate meeting transcriptions, summaries, and note-taking. Instead of manually documenting meetings, team leaders could rely on AI-generated summaries that capture key discussion points and action items.

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“MeetGeek does the heavy lifting. The summaries are accurate, and leaders can adjust them if needed, but the platform saves them a massive amount of time.” – Sophie Cotton

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To drive the improvements that Newstel was looking for, they relied on features such as:

1. AI-powered summaries – Automatically generated meeting notes that leaders could refine when necessary.
2. Meeting transcripts – Ensured performance discussions were documented and easy to refer back to.
3. Custom meeting templates – Standardized notes and summaries for one-on-one meetings and performance reviews, ensuring consistency across all team leaders.
4. Team sharing – One-on-one transcripts were shared with HR and account managers, improving oversight and ensuring meetings were conducted effectively.

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The Results: 40+ Hours Saved Weekly & Improved Performance Oversight

Newstel saw immediate benefits after implementing MeetGeek, with measurable improvements in efficiency, engagement, and leadership effectiveness. 

🚀 40+ hours saved per week – By eliminating manual note-taking, they saved as much time as adding a full-time employee.

💡 Better employee engagement – With less time spent on admin tasks, team leaders could focus more on coaching and supporting their teams.

👀  Improved visibility – HR and account managers gained better visibility into one-on-ones, ensuring performance discussions were handled consistently and effectively.

📂  Stronger compliance & documentation – Accurate and easily accessible records of performance discussions helped maintain accountability and support employee development.

MeetGeek’s Impact on Performance Management

One unexpected but significant benefit was MeetGeek’s role in supporting HR and performance management. The automated transcripts documented all one-on-one discussions, reducing misunderstandings and strengthening leadership accountability.

By having a reliable record of discussions, HR could better ensure fairness and transparency, while managers had clear documentation of performance-related conversations. 

Expanding MeetGeek at Newstel

Newstel initially rolled out MeetGeek to 30 leadership and management team members, focusing on those who actively run meetings. Since customer service agents don’t typically run meetings, MeetGeek was primarily implemented for those responsible for coaching and management, providing essential support for their roles.

With MeetGeek’s flexible pricing, even team members who don’t host meetings can stay engaged. They can collaborate on meeting notes, access transcripts, and follow up on action items, all while remaining on the free plan. This way, the entire team benefits from shared meeting insights without unnecessary costs.

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Optimize Team Leadership & Performance Management with MeetGeek

Newstel’s experience proves that automating meeting documentation can significantly improve efficiency and leadership oversight. With manual note-taking out of the way, team leaders can focus on coaching, while HR gains better visibility into performance discussions.

Whether managing a growing team or overseeing performance at scale, an AI meeting assistant ensures every key discussion is captured and accessible.

If you’re ready to take your team’s productivity to the next level, try MeetGeek today and transform how you manage meetings!

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