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Bell and ServiceNow to transform the telecommunications service experience

Published Date

John Watson took the opportunity to announce a new collaboration with ServiceNow at our Network and Technology Services Leadership Conference.

MONTRÉAL and SANTA CLARA, Calif., Nov. 29, 2023 /CNW/ - Bell Canada, Canada's largest communications company, and ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, proudly announced today a collaboration to help transform the telecommunications service experience for Canadian businesses. With unparalleled capabilities in the Canadian market, Bell will integrate leading technologies with the ServiceNow platform tailored to the unique needs of the telecommunications industry, leveraging FX Innovation's deep expertise to deliver exceptional value and service to Bell's business clients.

Empowering Bell's Business Clients

Bell's investment in ServiceNow's solutions underscores its commitment to business client empowerment and sets a new benchmark for excellence in the telecom sector. In response to customer demand for simplification, the platform will offer Bell's customers streamlined service provisioning, improved operational efficiencies, and a more intuitive user experience.

A first in Canada, ServiceNow's Service Bridge application will enable Bell and Bell's ServiceNow customers to connect processes and facilitate interactions throughout the customer lifecycle, and will benefit clients with:

  1. Purpose-built telecom solutions that align with unique business needs, ensuring more efficient and effective service delivery. What once may have taken days or weeks will be delivered in just hours or days.
  2. Powerful automation capabilities that will enable Bell to offer faster and more reliable services, enhancing customer satisfaction.
  3. AI-driven insights that will be used to develop innovative solutions to elevate customer service and predictive maintenance, ensuring a proactive approach to customer needs, with greater visibility to order and issue status.

With the capabilities provided by Service Bridge, Bell will meet its business customers in the channel of their choice and deliver frictionless experiences while driving automation and proactive care.

John Watson (Bell), Nick Tzitzon (ServiceNow) and Guillaume Bazinet (FX Innovation) took the opportunity to announce a new collaboration with ServiceNow.


"The collaboration with ServiceNow is a cornerstone in Bell Canada's transformation from a traditional telco to a tech services and digital media leader. We are investing strongly in elevating our business client experience. The collaboration with ServiceNow will make the end-to-end experience - from ordering, to provisioning, to service assurance - easier and more effective, and serve the unique needs of each client." - John Watson, Group President, Business Markets, Customer Experience and AI, Bell Canada


Read the full press release