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ServiceNow Telecommunications Montreal, Canada

Bell Canada

Customer Service Automation · Sales Automation

Bell needed to replace a fragmented service experience spread across 26 applications and 8,800 data silos with one platform that could unify field operations, order management, customer self-service, and enterprise service delivery for millions of telecom customers.

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3M customer support calls deflected annually
500K customer calls saved with AI-powered Virtual Repair
90% dispatch-related tasks being automated
MVP in place within two weeks

Reported impact

Business outcome

Bell Canada is automating 90% of dispatch-related tasks, deflects 3 million support calls annually, has saved more than 500,000 customer calls through AI-powered Virtual Repair, saved over $1 million a year on in-house support calls, and shortened enterprise product launches to MVPs in two weeks.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Speed to Market

Solution

Bell Canada is rebuilding customer and field operations on the ServiceNow AI Platform so service, sales, and delivery run on one telecommunications workflow backbone. Field Service Management for Telecommunications gives the 12,000-person field organization dispatch, route optimization, scheduling, escalations, and a service record for more than 10,000 daily tasks. Sales CRM for Telecommunications provides a CRM portal for 22 million customers and the lifecycle view that replaces 26 separate applications. AI-driven tools such as Virtual Repair and coaching reduce call load, while machine-learning job-duration predictions improve planning. Bell also uses Service Bridge within Telecommunications Service Management to connect Bell workflows with enterprise customers that already run ServiceNow, shortening new-product delivery and making cross-company collaboration native. The result is one platform that supports self-service, order management, field execution, and enterprise co-delivery.

Data flow

Customer and field-service data from thousands of silos is unified on the ServiceNow AI Platform, where Sales CRM for Telecommunications manages lifecycle interactions and Field Service Management for Telecommunications dispatches and schedules work. AI-powered self-service deflects calls, routing and job-duration predictions guide technicians, and Service Bridge exchanges workflow context with enterprise customers' ServiceNow environments for faster product launches and shared service delivery.

Solution architecture

5 components · 2 layers
  1. Serving
    • Sales CRM for Telecommunications Delivers the telecom CRM experience and lifecycle view for customers and agents.
  2. Orchestration
    • ServiceNow AI Platform Provides the common platform Bell is using to unify customer, field, and enterprise service workflows.
    • Field Service Management for Telecommunications Coordinates dispatch, routing, scheduling, and service execution for Bell's field organization.
    • Service Bridge Connects Bell's workflows to enterprise customers that also run ServiceNow.
    • Telecommunications Service Management Provides the industry workflow foundation that Bell uses to deliver products and services at enterprise scale.

Architecture clues

  • Bell is unifying 26 distinct applications on a single platform.
  • Bell's field organization includes 12,000 members managing more than 10,000 field tasks each day.
  • Service Bridge is used as a native connector between Bell and enterprise customers.
  • The program is digitizing 8,800 data silos across the business.

Evidence from the source

Bell is leveraging Service Bridge, an application found within the Telecommunications Service Management product
In addition to working toward a 90% reduction in dispatch-related actions, they have also saved over $1M annually on in-house support calls
John says it can have an MVP (Minimum Viable Product) in place within two weeks
This will unify 26 distinct applications on a single platform that will accelerate the development of new products and new revenue streams at a significant pace.
We're bringing together 8,800 data silos to digitize the customer experience.
more than 500,000 customers have been managed with AI-powered Virtual Repair.
Transparency Evidence & methodology 100/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    6 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    Bell Canada customer story

    First-party
    https://www.servicenow.com/customers/bell.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived May 14, 2025 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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