Customer Service Automation · Enterprise Knowledge Search
CBC Tech's service assurance operation was spread across siloed systems for incidents, knowledge, inventory, and customer data, making it hard to deliver consistent omnichannel support or give staff and leaders real-time visibility into what customers needed.
Reported impact
CBC Tech now supports 100% of customers on ServiceNow, reached 97% customer satisfaction and a net promoter score of 72, improved customer effort scores to 90%, and created a foundation for self-service portals and multi-instance collaboration with major customers.
CBC Tech began its transformation by deploying the ServiceNow AI Platform with Telecommunications Service Management, using one internal portal for customer support, customer success, and engineering teams. Frontline agents now have immediate access to customer and technical data so they can triage incidents and hand them to the right experts without switching systems. The same portal also acts as the knowledge platform, with hierarchical storage, conversational search, and customizable reports that give agents and leaders a live picture of issue volume, status, and trends. Service Bridge is the next layer in the design, linking CBC Tech more directly to large enterprise customers that already use ServiceNow so onboarding and multi-instance workflows become easier to coordinate. With portal and knowledge workflows unified, CBC Tech has created a single service-assurance ecosystem that treats every incident, report, and future self-service task as part of one digital customer experience.
Customer incidents enter a unified ServiceNow portal used by support, success, and engineering teams. Telecommunications Service Management routes the work, the knowledge base provides searchable resolution context, and Service Bridge is used to connect service workflows more directly with large enterprise customers on their own ServiceNow estates.
A single internal ServiceNow portal was first launched for all CBC Tech customer support, customer success, and engineering teams to manage and respond to incoming customer incidents.
Access to the ServiceNow knowledge base has been a game changer.
CBC Tech's journey began with the deployment of the ServiceNow AI Platform and Telecommunications Service Management (TSM).
Its latest Net Promoter Score has increased to 72; Customer satisfaction stands at a near perfect 97%.
ServiceNow Service Bridge promises to enable CBC Tech to forge even closer relationships with key customers.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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