Ateko has earned the ServiceNow Field Service Management (FSM) Product Line Achievement (PLA). This recognition reflects our work running large, complex field operations on the ServiceNow platform. Here is what it means for our work and for the clients we serve.
Co-innovation, not just implementation
Ateko is a co-innovation partner of ServiceNow for FSM. We work alongside ServiceNow to find gaps, build solutions for real operational problems, and feed what we learn back into platform releases. Much of that work has been with Bell Canada, one of the country’s largest field service operators. According to ServiceNow, most of the field service management for telecom (FSM-T) roadmap is work Ateko and ServiceNow are doing for Bell.
Companies have often relied on large consulting firms to customize field service management. Many were left with a large bill and heavy technical debt. We take a different approach. We help clients work through operational complexity and bring the capabilities we develop back into the platform, so you are not left with technical debt.
Production scale is the real test
Bell’s field operation includes more than 10,000 people across 600 territories and six time zones, with more than 60 external field operations partners. At that scale, legacy tools and manual, custom processes cannot keep up with dispatching, scheduling, and workforce management. We make that complexity manageable on the ServiceNow platform.
The results are measurable. In Bell’s ServiceNow FSM deployment, more than 90% of standard dispatch tasks are now automated, 80% of manual exceptions have been streamlined, and one in eight dispatchers has been freed up for higher-value work.
We helped Bell establish an agentic workflow centre of excellence and innovation. That work led to AI agents that reduced missed appointments and cut the manual monitoring dispatchers used to do. Our domain expertise also helped deliver 33% faster time-to-value from ServiceNow FSM.
Field services across industries
Field operations are not unique to telecom. Our recent work includes:
- For one of America’s largest outdoor advertisers, an agentic workflow that connects national weather data and billboard sensors, so technicians are dispatched to inspect and secure assets before and after severe weather.
- For a large North American utility, RFID tracking for field service parts in mobile stockrooms. Dispatchers get near real-time data and a complete chain of custody from warehouse to truck.
- For a global aerospace manufacturer, a single platform that unifies field services and enterprise asset management. Technicians can check equipment history, warranty data, and maintenance schedules from their mobile devices.
Starting with outcomes
Each engagement starts with one question: which operational outcomes matter most? Organizations that start with outcomes, rather than copying legacy workflows into new software, end up with leaner operations and fewer custom workarounds.
This matters more with AI. AI agents are only as useful as the data, workflows, and governance beneath them. We spend as much time on that foundation as on the automation built on top of it.
What the FSM PLA means for clients
The PLA is formal recognition of work we already do. For clients, it means a trusted partner that knows the platform well and has the delivery track record to back it up.
We also bring an operator’s perspective, which large consulting firms often lack. We help support one of Canada’s largest field service teams. We understand the daily volatility of dispatching, the pressure of a retiring workforce, and the strict compliance demands of regulated industries.
Looking ahead
Field service leaders face rising operational costs, an aging workforce, and growing customer expectations. Legacy tools patched together over many years are becoming harder and more expensive to maintain. A unified, predictive platform is the way forward, and it works best when you choose both the platform and the partner with care. We want to help more organizations make that shift, one well-scoped step at a time.
If you are planning a field service transformation, contact our team to talk about where you are today and what you want to achieve.
