Bell Canada, the country’s largest telecommunications provider serving millions of residential and business customers, was grappling with the twin challenges of rising customer support volumes and the operational complexity of managing a nationwide field service workforce. With millions of service calls annually and technicians deployed across vast geographic areas, even small improvements in efficiency could translate to massive cost savings and better customer outcomes.
Bell Canada deployed ServiceNow’s telecommunications-specific solutions — including Field Service Management, Sales and Order Management, and Telecommunications Service Management — to reimagine how it delivers customer service and manages field operations. The centerpiece of the transformation was an AI-powered Virtual Repair capability that enables customers to diagnose and resolve common service issues without ever speaking to a human agent.
The results speak for themselves. Bell Canada now deflects over 3 million customer support calls annually through self-service and AI-powered resolution. The Virtual Repair tool alone has saved 500,000 calls by guiding customers through troubleshooting steps that resolve their issues in minutes. For the calls that do require human intervention, automated triage ensures they reach the right specialist on the first attempt.
On the field operations side, ServiceNow has automated 90% of dispatch-related tasks — scheduling, routing, parts allocation, and technician assignment. What previously required manual coordination across multiple systems now happens automatically, with AI optimizing technician routes and ensuring the right parts are available at the job site before the technician arrives.
Bell Canada’s transformation demonstrates the power of industry-specific ServiceNow solutions. By deploying purpose-built telecommunications workflows rather than generic service management tools, Bell achieved faster time-to-value and deeper integration with its existing network management and customer billing systems. For telecom providers looking to reduce costs while improving customer experience, the Bell Canada playbook offers a proven roadmap.