Canadian Telco Eliminates 80% of Alert Noise, Cuts Manual Work, and Scales to 400K+ Monthly Automations with Resolve

Organization Profile 

Industry: Telecommunications
Company Size: 10,000+ Employees 
Region: Canada 
Services: Broadband, wireless, and enterprise communication services delivered nationally over a complex hybrid infrastructure supporting millions of customers

Enabling Meaningful Experience Improvement

A top-tier Canadian communications provider faced rising pressure to scale services, maintain uptime, and streamline operations across a complex national network. As internal restructuring reduced available support staff, the company turned to automation—not 'just' to maintain service continuity, but to modernize how work gets done across both IT and network domains.

The firm needed a platform that could execute at scale, reduce manual toil, and integrate easily with their existing ecosystem, all while minimizing infrastructure overhead and complexity.

Automation Under Pressure: Turning Challenges into Opportunity

The company's initial deployment of Resolve targeted broadband outage triage. Alerts from cable infrastructure and Wi-Fi access points were flooding its operations teams, with the majority requiring no action but still consuming valuable time. Resolve filtered this noise out automatically, reducing the volume of alerts requiring manual review by 80% and allowing operations teams to focus on critical issues.

That momentum proved vital when staffing constraints hit field support functions. As headcount dropped by nearly 80% due to organizational changes, Resolve became essential—automating technician-submitted requests such as modem resets, hardware configurations, and bridge mode toggles. These automations allowed the team to absorb the staffing impact while maintaining high service responsiveness.

High-Impact Use Cases Across IT and Network Operations

Resolve quickly expanded beyond incident triage to support a broad range of automations across the organization. Today, it plays a critical role in:

• Automated Field Support Actions: Immediate fulfillment of hardware-related technician requests without human intervention.
• Case Enrichment at Scale: Automatically capturing real-time device statistics and network health data into incident tickets to streamline diagnostics and historical comparison.
• ITSM Integration: Orchestrating actions across incident and change tickets via seamless ServiceNow integration, enabling policy-aware automation for more advanced workflows.
• Equipment Lifecycle Automation: Updating device status, provisioning, and cleanup activities to reduce manual overhead and human error.

These automations run continuously in high volumes and have become foundational to daily operations. In many cases, teams rely on Resolve so heavily that its absence would create immediate workflow gaps despite the processes once being entirely manual!

Scaling with Confidence and Running Lean

Operating in a hybrid model, Resolve supports 300,000 to 400,000 workflow runs per month across a portfolio of 12–20 active business processes. A small internal team oversees all deployments and maintenance. Despite limited staffing, Resolve's low infrastructure requirements and high reliability have enabled consistent performance—even through M&A activity and backend transitions.

Where other teams considered RPA tools or UI scripting, Resolve consistently proved the more capable choice. Its extensible architecture, robust API integrations, and ability to manage both reactive tasks and more mature, policy-driven workflows made it a flexible foundation for broad automation.

Results That Strengthen Operational Resilience

This telco has scaled automation across departments, enabling agility and continuity amid major organizational shifts:

• Automated 32 high-impact workflows, with 147 more identified for future deployment
• Maintained service continuity during staffing reductions and internal platform transitions
• Successfully expanded from network automation into IT operations and service delivery
• Strategic investment in a five-person CoE enabled rapid scaling and internal automation coaching
• Empowered technical specialists to automate processes once deemed too complex or manual
• Reduced reliance on tribal knowledge through standardized, repeatable automation frameworks

Scaling Automation Without Adding Complexity

By embedding Resolve into core workflows, this Canadian telco didn't just reduce alert noise—it built a scalable automation backbone that supports high volumes, lean staffing, and continuous innovation. The platform's ability to handle both immediate reactive tasks and more advanced, policy-driven automation has made it a critical enabler of service resilience and operational efficiency.

Resolve's robust integrations, low overhead, and adaptability to both IT and network use cases ensure it remains a foundational element in the company's automation strategy—no matter how its infrastructure or organizational needs evolve.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how leading telecom providers like this Canadian telco are transforming operations, eliminating noise, and future-proofing their service delivery with Resolve.