Case Study: Telecom Service Providers achieve telecom visibility and automation with Brightfin

How a Global Manufacturer is Consolidating 197 Telecom Providers on ServiceNow

Telecom Service Providers, a global manufacturer operating in 33 countries with 75,000 employees, 197 telecom providers, and 12,000 mobile lines, was struggling to manage complex mobile and fixed telecom services across multiple languages, currencies, and systems. Their existing TEM solution couldn’t properly integrate with carrier portals, device management, HR, or ERP platforms, leading to inconsistent data, heavy manual work, poor service visibility, and rising telecom costs. Brightfin was brought in alongside ServiceNow to address these challenges.

Brightfin, built natively on the ServiceNow platform, centralized telecom management by consolidating telecom assets, invoices, contracts, and workflows into a single portal and CMDB. The solution automated invoice processing, cost allocations, expense optimization, auditing, roaming management, and end-user requests in local language and currency. As a result, Telecom Service Providers consolidated 49 mobile carriers and 148 fixed-line providers, achieved positive ROI in under five months, and gained full transparency and control over telecom costs with fewer help-desk tickets and faster service delivery.