Bell’s 8,800 data silos stalled orders for days. A unified platform now cuts fulfillment to minutes and saves $1M via self-service.
Canada's largest communications company serves 22 million customers and manages a team of 12,000 technicians executing over 10,000 daily field tasks.
Operations were fragmented across 26 distinct applications and 8,800 data silos, creating significant complexity for agents and customers. This...
“I wake up each day thinking, ‘How can we make it easier for our customers to do business with Bell?’ We believe AI can be a game-changer when it comes to the customer experience.”
Wireless, internet, TV, and business telecommunications services in Canada.
Managed Bell's ServiceNow implementation, adopting automation and AI-driven insights.
Migrating 100k+ users threatened to crush support teams. AI agents now handle the full switch, validating and updating plans instantly.
10,000 monthly billing queries bogged down support. Now, AI delivers instant answers to customers and field sales reps, 24/7.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.
Manual teams couldn't support millions of shops. AI agents now resolve delivery issues, escalating complex cases to humans.