Bell Canada
Case Study
Summary
- Client: Bell Canada
- Industry: Telecom & Media
- Challenges: Customized legacy field service tools were nearing end-of-life, creating a need for a new platform to support residential, enterprise, and network maintenance services.
- Ateko’s Solution: Implemented ServiceNow Field Service Management (FSM), with capabilities such as dispatch automation, AI-driven schedule optimization, and integration with ServiceNow Customer Service Management (CSM) and agentic workflows.
- Results & Impact:
- Supports a 10,000+ field service team working across 600+ territories and six time zones, alongside 60+ external field operations partners.
- Automated over 90% of dispatch tasks, freeing up 1 in 8 dispatchers to focus on more strategic tasks.
- Streamlined 80% of manual exceptions.
Modernizing Field Operations
Bell Canada’s Field Service Management (FSM) Implementation
We modernized Bell’s field operations with ServiceNow FSM, establishing a foundation for long-term operational success through capabilities such as dispatch automation, AI-driven schedule optimization, and integration with ServiceNow Customer Service Management (CSM) and agentic workflows.
The Challenge
Bell’s Field Services team operates within a highly complex ecosystem. Their field services team of more than 10,000 provides nationwide coverage and must meet the demanding target of 97% of customer appointments within a 2-hour window, which requires significant operational efficiency.
The team’s tools were nearing end-of-life, creating a need for a new platform to support residential, enterprise, and network maintenance services. The existing tools offered limited automation for scheduling and dispatching, and struggled to accommodate real-time disruptions like weather, traffic, or unexpected staff absences. The imbalance between operational demands and customer expectations would sometimes result in costly schedule padding, overbooking, and missed appointments.
Strategic Goals
For some customers, field service is the face of the organization. Many times, those one-on-one interactions are the only experience a customer will have with a company. Given that many companies say they are now competing mostly on the basis of customer experience, it is clear how important it is to get field service right. Whether completing an installation, doing a routine inspection, or fixing an issue, it’s important the job is done fast and well to meet the needs of the customer and respect their time.
The Solution
We enhanced Bell’s field operations by implementing ServiceNow FSM, integrating automation and AI for dispatching, scheduling, and workforce management. This transformation resulted in faster service delivery, increased technician productivity, and greater operational efficiency.
Modernizing Field Service Operations
We began by replacing the legacy dispatching tool with ServiceNow FSM dispatch capabilities. This resulted in us automating over 90% of dispatch tasks, freeing up 1 in 8 dispatchers.
In addition to the OOTB capabilities, we developed an event-driven dispatch model to dynamically feed jobs based on technician preference (drip or bulk), skill sets, experience, territory, etc.
Integrated Customer Service Management & Agentic Workflows
Integrated with ServiceNow CSM to bridge the gap between field technicians and customer service and developed agentic workflows to assist with aspects of field operations (ie. workforce management, etc.)
The Outcome
This initiative successfully modernized Bell’s field service operations – delivering a platform that supports their field service team of more than 10,000 people, working across 600+ territories and six time zones, alongside 60+ external field operations partners.
We automated over 90% of dispatch tasks, freeing up 1 in 8 dispatchers to focus on more strategic tasks, as well as streamlining 80% of manual exceptions. By replacing their legacy field service tools with the ServiceNow AI platform, Bell has established a foundation for long-term operational success.
“Ateko challenged us to not implement a system that replicates what we did for the last 20 years. Because of that, we’ve fully automated over 90% of our dispatch tasks. With Ateko’s help, we’ve been able to get at this value a lot faster.”
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