In telecom, fast is never fast enough—and Bell knows it. That’s why they’re turning to AI to eliminate manual processes, break down silos, and accelerate innovation across their customer, operations, and field service teams. Hear from leaders at Bell as they share how the company, in partnership with Ateko, is operationalizing big ideas and delivering real impact with the ServiceNow platform.

Transcript:

Narrator: Welcome to the telecom industry, a place where fast can always be faster. Customers have higher expectations. Meet John Watson.

John Watson: The minute you’re complacent is the minute you start falling behind. So, how do you get ahead? Innovation.

Narrator: Across Canada, whether you’re calling a friend, watching a show, or working online, chances are, Bell’s powering your connection. A modern customer experience should be effortless. This is Lukas Lotsky.

Lukas Lotsky: Ateko is owned by Bell Canada. We help enterprise customers achieve the full potential of their platforms. Our job is to undo complexity. We absolutely cannot innovate using manual processes.

Narrator: This is Hadeer Hassaan.

Hadeer Hassaan: Our vision of using technology to go above and beyond for our customers is what differentiates us.

Narrator: So, what was the problem?

Bell Leaders: When we looked at our systems and tools, the challenge was silos. You have to make the connections between them. To do that, you’ve got to get the best platform. That’s the ServiceNow AI platform for business transformation. That’s it. You can take brilliant ideas, now you can operationalize them.

Narrator: First up, customer service.

Bell Leaders: We’re able to sell, service, and deliver value on one platform. Having an AI-driven CRM means that we can provide amazing customer experiences every time. AI is a speed enabler for both us, as well as our customers. Agents see all the right information. We are able to provide proactive updates to our customers to manage the service levels, to reduce the time to resolve significantly.

Narrator: Next, Field Service.

Bell Leaders: 12,000 team members, 5,000 home business visits every day. We’ve been able to completely modernize how and when a technician is dispatched. It has allowed us to unlock innovation much more quickly. We’ll put our new products and innovation ideas on the platform in about two weeks.

Narrator: So what does it all mean?

Bell Leaders: A better experience for the customer, the employee, and for the company. It’s a three-way win. All with the ServiceNow AI platform. There’s a lot more that the business can do. The sky’s the limit. It’s amazing to see.