Key results
The company
Bell Canada
bell.caWireless, internet, TV, and business telecommunications services in Canada.
Result highlights
- $1M+ annual savings via chatbot
- Order fulfillment in minutes vs days
- 2M+ jobs optimized via ML predictions
- 500k customer calls saved via AI
- 180k calls supported by AI coaching
- Target 90% reduction in dispatch actions
The story
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 disconnected structure meant new product launches were slow and order fulfillment typically took days to complete.
The organization consolidated its applications onto the ServiceNow platform, creating unified portals that centralize data for field engineers and customers. Field Service Management automates route planning and scheduling, while AI-powered Virtual Repair tools enable customer self-service for common issues. A Service Bridge connector further integrates enterprise clients to accelerate product delivery.
Quotes
“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.”
Implementation partner
Ateko
ateko.comManaged Bell's ServiceNow implementation, adopting automation and AI-driven insights.