Brightspeed Case Study

How Brightspeed accelerated field service execution

Brightspeed needed a modern field service model to support its plan to deploy fiber to 3.2 million households in three years. Evora helped implement ServiceNow Field Service Management in eight months, replacing legacy constraints with a more agile platform for dispatch, technician coordination, and future operational optimization.

3.2M

households targeted for fiber deployment

8 months to complete the ServiceNow FSM implementation

20 states with assets and associated operations

Brightspeed needed to move quickly. Its legacy system was nearing decommissioning, while the business was under pressure to support a large-scale fiber rollout. Evora helped complete the ServiceNow FSM implementation in eight months, supporting the transition to a more modern field service model.

Real case

From legacy field service systems to a platform built for rollout speed

Legacy systems near end of life

Brightspeed inherited systems from Lumen that were approaching the end of their lifecycle.

Time-critical migration

The legacy Brightspeed system was set to be decommissioned by the end of the year.

Large-scale fiber rollout pressure

Brightspeed was tasked with deploying fiber to 3.2 million households in three years.

Field service coordination at scale

The business needed a platform that could support dispatch, technician coordination, and operational efficiency.

Need for better system performance

Dispatchers had to manage a large technician base without delays.

Our point of view

Brightspeed accelerated field service modernization through speed, stability, and dispatcher usability.

1

Meet the deadline

Delivered against an eight-month legacy system cutoff.

2

Implement FSM

Streamlined field service on ServiceNow FSM.

3

Improve dispatch

Lazy loading helped manage large technician volumes without delays.

4

Deliver together

Brightspeed, ServiceNow, and Evora worked as one team.

5

Plan optimization

Next steps include scheduling, technician AI, forecasting, and resource management.

The Transformation

From legacy field service constraints to a more agile operating platform

Speak with an expert

Every inquiry reaches the right specialist.

Sales Americas

Sales EMEA

Sales APAC

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

FAQ

Questions enterprise leaders ask before they commit.

What was the main challenge in the Brightspeed case?

Brightspeed needed to support a plan to deploy fiber to 3.2 million households in three years while moving away from inherited legacy systems nearing end of life.

Why was this important for Brightspeed?

The company’s legacy system was scheduled for decommissioning by the end of the year. Brightspeed needed a modern, agile platform to support field service execution at rollout scale.

What did Evora help implement?

Evora helped implement ServiceNow Field Service Management for Brightspeed.

What changed from the previous state to the target model?

Brightspeed moved from legacy field service constraints toward a modern ServiceNow FSM platform designed to streamline field service management and improve dispatcher usability.

Which capability does this case prove?

The case mainly proves Service & Field Excellence, with a strong connection to Workflow & Customer Operations.

What does AI mean in this case?

The pasted content only mentions AI as part of Brightspeed’s future roadmap: enhancing AI capabilities for technicians. It does not describe an AI capability already delivered in the implementation.

How Brightspeed accelerated field service execution

3.2M

households targeted for fiber deployment

8

months to complete the ServiceNow FSM implementation

20

states with assets and associated operations

Brightspeed needed to move quickly. Its legacy system was nearing decommissioning, while the business was under pressure to support a large-scale fiber rollout. Evora helped complete the ServiceNow FSM implementation in eight months, supporting the transition to a more modern field service model.

From legacy field service systems to a platform built for rollout speed

Legacy systems near end of life

Time-critical migration

Large-scale fiber rollout pressure

Field service coordination at scale

Need for better system performance

Our point of view

Brightspeed accelerated field service modernization through speed, stability, and dispatcher usability.

1

Meet the deadline

2

Implement FSM

3

Improve dispatch

4

Deliver together

5

Plan optimization

From legacy field service constraints to a more agile operating platform

Speak with an expert

Every inquiry reaches the right specialist.

Sales Americas

Sales EMEA

Sales APAC

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

FAQ

Questions enterprise leaders ask before they commit.

More Questions?