Industry Expertise

Telecoms

Telecoms face intense competition to deliver simple, engaging, and personalized B2C/B2B experiences at competitive prices, while navigating the operational challenges of a complex and heavily regulated market. We are backed by Canadian’s largest telecom, Bell Canada, which makes us uniquely positioned to understand your industry challenges and how to drive meaningful transformation of your day-to-day business processes. 

We leverage the capabilities of ServiceNow, Salesforce, and Cloud platforms to help you automate operations, efficiently manage network infrastructure and field services, and unlock new revenue streams with exceptional customer experiences. When your representatives are at the door, in the kiosk, on the truck, or answering customer calls and chats, they will be equipped with the information they need to delight your customers.

How does Ateko help?

We support telecoms through their entire customer and service lifecycle.

  • Raise awareness of brand and service offerings with 1:1 customer journeys.
  • Identify opportunities to upsell/cross sell offers throughout the customer journey.
  • Creation of a secure, auditable and compliant ecosystem that delivers relevant customer insights when they are needed.
  • Make pricing, subscription management, activations, and purchasing painless for customers and reps.
  • Ensure service requests, installations, and repairs are executed efficiently, and done right the first time.
  • Modernize and streamline network operations, and ensure accurate resource inventory management that is aligned with TMF standards, such as resource order (TMF652) and resource inventory (TMF639).
  • Provide exceptional, easy-to-access support through self-service portals and AI agents, with escalations handled by customer service agents.
  • Deliver a 360 degree view of every customer by aggregating data, such as customer demographics, service history, billing information, interaction logs, technical configurations and engagement metrics from multiple sources (ie. AWS, Google BigQuery, Salesforce, etc.)
ServiceNow logo.

ServiceNow for Telco

We provide ServiceNow solutions that address the unique challenges faced by telecoms. Leveraging our experience from delivering Canada’s largest ServiceNow implementation with Bell, we bring artificial intelligence, automation, integration, and operational capabilities to help our telecom clients achieve similar positive business outcomes.

As a co-innovation partner with ServiceNow, we’re actively shaping their field service management roadmap. This is based on our deep understanding of supporting one of Canada’s largest field services teams, comprising over 12,000 technicians handling more than 10,000 daily tasks. Furthermore, we’re pioneering pre-general availability use cases for Workflow Data Fabric and supporting Bell as the first Canadian telecom to implement Service Bridge for seamless B2B integrations with its enterprise clients.

Our expertise spans a comprehensive suite of ServiceNow capabilities. This includes industry-agnostic solutions like IT service management (ITSM), IT operations management (ITOM), HR service delivery, and security operations, alongside telco-specific solutions such as telecom service management, order management, network inventory, and field service management. These capabilities are changing the way telecoms operate. By unifying service, sales, and delivery on a single platform, we empower telcos to achieve significant business results, including accelerated revenue growth, enhanced customer experiences, and substantial gains in workforce productivity and efficiency

Salesforce logo.

Salesforce for Telco

Ateko empowers telecoms with customized Salesforce solutions designed to enhance customer relationships, streamline sales processes, and enable data-driven decision making. Our telecom industry experts deliver Salesforce implementations that address the specific needs of telcos in today’s competitive market.

We specialize in deploying Salesforce Communications Cloud, Service Cloud, and Sales Cloud solutions that enable telcos to manage complex product catalogs, streamline quote-to-cash processes, and deliver personalized customer experiences across all channels. Our implementations incorporate Salesforce Industries (formerly Vlocity) and Salesforce Experience Cloud to help telecoms improve customer acquisition, reduce churn, and maximize customer lifetime value through unified, intelligent customer engagement.

Transforming Telcos to Techcos: Our Strategic Approach

Drawing on our successful transformations across the telco industry, we employ a measured “crawl, walk, run” methodology, tailored to each client’s digital maturity. We recognize there is no one-size-fits-all solution, and so we work with clients to find the approach that best suits their organization. 

We partner with our clients to establish dedicated Centres of Excellence and Innovation (CoEI) for each key technology platform (ServiceNow, Salesforce, AWS). These specialized units become angines that accelerate growth and enhance operational performance across the organization.

We believe in structured governance for sustainable transformation, with an approach that includes:

  • A robust intake process to capture and evaluate new opportunities
  • Clear evaluation frameworks to assess business impact and technical feasibility
  • Consistency planning cadences that maintain momentum while allowing for adaptation
  • Expert consultation from our seasoned platform specialists

This structure enables our clients to effectively prioritize high-impact initiatives and refined strategies based on real-world performance data and platform advancements. 

We begin by emphasizing out-of-the-box deployments with disciplined project governance, establishing strong technological foundations while strategically minimizing customization. As each transformation milestone is achieved, we rigorously evaluate performance indicators against initial objectives.

The result? Tangible business outcomes that deliver measurable return on investment and position our telecommunications clients as true technology companies built for the digital future.

Get the most out of your platforms

Transform your Telco to a Techco

We understand the challenges in the Telecom industry and help you achieve business objectives through our holistic people, processes, and technology approach.

Speak to an expert about your business needs.

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