Case Study: Bell transforms customer experience with ServiceNow AI Platform

Bell deflects 3M support calls annually with ServiceNow

Bell, Canada's largest communications company, faced the challenge of transforming its service experience for millions of customers and unifying its vast, siloed operations across 26 distinct applications. To create a more dynamic and personalized customer experience, Bell partnered with ServiceNow to leverage its AI-driven platform and automation capabilities, including Field Service Management and Telecommunications Service Management products.

By implementing the ServiceNow AI Platform, Bell automated 90% of dispatch-related tasks and unified its operations onto a single system. This solution deflected 3 million customer support calls annually and saved over 500,000 calls with an AI-powered Virtual Repair tool. ServiceNow enabled Bell to streamline field service management, accelerate product delivery, and create a more efficient, personalized experience for both its customers and 40,000 employees.

Bell