Bell Canada and ServiceNow announce expanded multi-year strategic agreement to accelerate Bell';s digital transformation and leadership in AI-powered solutions

Rhea-AI Summary

Bell Canada and ServiceNow have announced an expanded multi-year strategic agreement to accelerate Bell's digital transformation and leadership in AI-powered solutions. As part of this collaboration, Bell will expand its use of the ServiceNow platform to enhance its tech services portfolio for enterprise customers and transform its network and IT infrastructure. The Now Platform will streamline critical business areas for Bell, including Network, Customer, Field Service Operations, and Corporate Services.

Key benefits of this partnership include:

• AI-optimized experiences leveraging GenAI-driven insights
• Enhanced customer support through automation
• Faster service deliveries using purpose-built telecommunications solutions

This agreement positions Bell as a leader in Canada's tech services landscape, offering end-to-end support for enterprise digital transformations while transforming its own network and infrastructure.

Positive

• Expanded multi-year strategic agreement with ServiceNow
• Bell to become one of ServiceNow's largest communications customers
• Enhanced tech services portfolio for Bell Business Markets enterprise customers
• Implementation of AI-driven insights and automation to improve efficiency
• Faster service deliveries through purpose-built telecommunications solutions
• Positioning Bell as a leader in Canada's tech services landscape

Negative

• None.

Financial Analyst

The expanded agreement between Bell Canada and ServiceNow marks a significant investment in Bell's digital transformation strategy, which promises to enhance operational efficiency and customer experiences. Financially, this collaboration is poised to optimize Bell's cost structure through the use of AI-driven insights and automation, which could lead to reduced operational costs and improved profitability in the long term. Furthermore, Bell's ability to offer enhanced tech services to other enterprises might contribute to revenue growth in the Bell Business Markets segment.

Investors should note Bell's strategic move to leverage ServiceNow’s platform as a differentiator in the competitive tech services and telecommunications landscape. This collaboration is likely to yield both direct benefits in terms of cost and efficiency, as well as indirect benefits through increased customer satisfaction and retention. Short-term implications might include initial capital expenditures associated with the implementation phase, but these are likely to be outweighed by long-term gains.

The partnership underscores Bell's commitment to staying ahead in the tech services field, not just as a telecommunications provider but as a leader in digital transformation solutions.

Tech Expert

The use of ServiceNow’s Now Platform by Bell Canada is a strategic advancement in leveraging AI to streamline and automate business operations. The integration of GenAI-driven insights for scheduling and customer service is particularly noteworthy. It allows Bell to improve service delivery times and enhance customer experiences, setting a new benchmark in the telecommunications industry. Furthermore, the implementation of purpose-built telecommunications solutions could significantly improve operational efficiencies and reduce drive times for technicians, which is a considerable advancement in service management.

From a technology standpoint, this partnership represents a forward-thinking approach to digital transformation. By integrating advanced AI capabilities, Bell is not only enhancing its internal processes but also positioning itself as a premier solution provider for its enterprise customers. This could drive innovation within the sector and prompt other companies to adopt similar AI-driven technologies to keep pace.

Market Research Analyst

The strategic alliance between Bell Canada and ServiceNow is not just a routine business move but a substantial step towards consolidating Bell's market position as a leader in tech services. By expanding the use of the Now Platform, Bell is effectively positioning itself to capture a larger share of the digital transformation market. This move will likely attract more enterprise customers seeking efficient and advanced tech services solutions, thereby enhancing Bell's market footprint.

Moreover, this partnership acts as a differentiator in a market where technological advancements are key competitive parameters. By being among the first to launch ServiceNow Service Bridge capabilities in North America, Bell has set a precedent that could influence market trends and customer expectations. This strategic direction could prompt other players in the market to adopt similar technologies to remain competitive, potentially leading to overall industry growth.

Bell to expand use of the ServiceNow platform to augment tech services portfolio for Bell Business Markets enterprise customers as well as transform its network and IT infrastructure

Now Platform to streamline business-critical areas for Bell, including Network, Customer, Field Service Operations, and Corporate Services

MONTRÉAL and SANTA CLARA, Calif., July 18, 2024 /PRNewswire/ - Bell Canada, Canada's communications, tech services and digital media leader, and ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced a multi-year strategic agreement to accelerate Bell's transformation to meet the growing customer demand for tech services and digital media. The renewed commitment makes Bell one of ServiceNow's largest communications customers with a first of its kind collaboration in Canada. Bell will expand its use of the ServiceNow platform, supporting its own digital transformation while continuing to offer ServiceNow implementation expertise to support the digital transformation of its Bell Business Markets customers.

FX Innovation, a leader in cloud-focussed services, an Elite ServiceNow implementation partner and acquired by Bell in 2023, will implement the Now Platform throughout Bell's ecosystem. Bell will use automation, purpose-built telecommunications solutions, and AI-driven insights to provide both technicians and customers with a more efficient experience, enhancing customer service. The Now Platform is a key factor in Bell's digital transformation strategy and will streamline several areas of the business, including Network, Customer and Field Service Operations and Corporate Services, resulting in:

• An AI-optimized experience leveraging the power of GenAI-driven insights to automate scheduling, better meet customer requests, and reduce drive time.
• Enhanced customer support with powerful automation capabilities to streamline order management, case management, and incident response processes.
• Faster service deliveries using purpose-built telecommunications solutions designed to enable customers to get their needs met in a matter of hours or days versus weeks.

"This partnership positions Bell to be a leader within Canada's tech services landscape, offering Canadian enterprises end-to-end support for their digital transformations as we transform our own network and infrastructure," said Mirko Bibic, President and CEO, BCE Inc. and Bell Canada. "Our 'inside-outside' approach to digital transformation is our catalyst for innovations inside our network and IT infrastructure while fueling the service experience for our customers."

"ServiceNow is excited to partner with Bell as we set a new standard of excellence for the telecommunications industry," said Bill McDermott, ServiceNow Chairman and CEO. "Today, the technology strategy is the business strategy. Together, Bell and ServiceNow are a leading example of what technology is meant to do – deliver the best experiences for customers and employees, along with new avenues for growth."

The Bell and ServiceNow collaboration builds on an initial engagement announced in November 2023. Bell was among the first to launch ServiceNow Service Bridge capabilities in North America, augmenting Bell Business Markets' robust suite of service offerings. The new collaboration strengthens Bell in its purpose to advance how Canadians connect with each other and the world, while supporting the company's evolution from a telecommunications company to tech services leader.

About Bell

Bell is Canada's communications, tech services and digital media leader, providing advanced broadband Internet, wireless, TV, media and business communication services. Founded in Montréal in 1880, Bell is wholly owned by BCE Inc. To learn more, please visit Bell.ca or BCE.ca.

Through Bell for Better, we are investing to create a better today and a better tomorrow by supporting the social and economic prosperity of our communities. This includes the Bell Let's Talk initiative, which promotes Canadian mental health with national awareness and anti-stigma campaigns like Bell Let's Talk Day and significant Bell funding of community care and access, research, and workplace leadership initiatives throughout the country. To learn more, please visit Bell.ca/LetsTalk.

About ServiceNow

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com. 

© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 

Media inquiries:
Tianna Goguen
Media@bell.ca

Caroline Parkinson
press@servicenow.com 

Investor inquiries:
Richard Bengian
richard.bengian@bell.ca 

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SOURCE Bell Canada

FAQ

What is the purpose of Bell Canada's expanded agreement with ServiceNow (NOW)?

The expanded agreement aims to accelerate Bell's digital transformation, enhance its AI-powered solutions, and improve its tech services portfolio for enterprise customers while transforming its network and IT infrastructure.

How will the ServiceNow (NOW) platform benefit Bell Canada's operations?

The Now Platform will streamline critical business areas for Bell, including Network, Customer, Field Service Operations, and Corporate Services, providing AI-optimized experiences, enhanced customer support, and faster service deliveries.

What role does FX Innovation play in the Bell Canada and ServiceNow (NOW) partnership?

FX Innovation, an Elite ServiceNow implementation partner acquired by Bell in 2023, will implement the Now Platform throughout Bell's ecosystem.

How does this agreement position Bell Canada in the tech services landscape?

The partnership positions Bell as a leader in Canada's tech services landscape, offering end-to-end support for enterprise digital transformations while transforming its own network and infrastructure.

What are the key benefits of the Bell Canada and ServiceNow (NOW) collaboration announced on July 18, 2024?

Key benefits include AI-optimized experiences leveraging GenAI-driven insights, enhanced customer support through automation, and faster service deliveries using purpose-built telecommunications solutions.