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Virtual office improves productivity andwork-life balance.

The company• Bell Carrier Services, the wholesale division of Bell

The need• Cost-effective solution to boost productivity and work-life balance for employees

The solution• Telework solutions from Bell

The results• Increased productivity by more than 20%• Improved employee satisfaction• Over one million dollars in savings on real estate cost• Reduced greenhouse gas emissions

Bell Carrier Services Case Study

Telework enables employees to work outside of the conventional workplace, in an atmosphere where they are most productive, while contributing to a better work-life balance.

Leveraging our own communications experienceBell Carrier Services, the wholesale division of Bell, provides industry-leading voice, broadband and IP solutions across Canada, the United States and the rest of the world. The division's sales, customer service and technical support teams are focused on delivering powerful solutions to help customers grow their businesses.

Leveraging the country's largest and most established ICT (information and communications technology) infrastructure, Bell understands that knowledge delivers value. By adopting its own solutions and professional expertise within the organization, Bell is able to ensure that both its internal and external customers are well served. Consequently, when Bell Carrier Services began looking for ways to improve productivity and work-life balance for its employees, it was only natural to introduce a teleworking initiative that incorporated the same Collaboration Solutions that Bell delivers to its own extensive customer base.

Balancing work, life, and costBell Carrier Services was experiencing a high volume of orders which was putting additional strain on valued employees committed to maintaining exceptional customer care levels. Expansion of the facilities and staffing would incur significant real estate and operational costs, therefore the decision was made to use teleworking and collaboration as a cost-effective means to boost productivity and improve work-life balance for employees.

Collaboration through Telework solutions from BellTo ensure a smooth transition, the team used a systematic approach that began with an in-depth analysis of the existing workforce as per selection criteria. This helped to determine which employees were best suited to work from home and interested in participating.

Home offices were then established for the 45% of employees who were designated as teleworkers. This included setting up all the necessary communications technology, while complying with ergonomic and securitystandards.

Time was also spent putting the right policies and procedures in place to ensure that privileges were well understood, and that working relationships remained strong. For example, employees who worked from home would still need to make the occasional trip to the office for important meetings, training sessions, or to fill in for a colleague who was away. Designated ‘flex space' was set up at the office for these visiting teleworkers.

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The results of this initiative were outstanding: • 88% of employees who switched to teleworking reported improved customer service capabilities • 96% of employees are much happier due to an improved work-life balance • 29% drop in absenteeism • Over 20% productivity improvement • $1.1 million savings in real estate cost within the first year of implementing telework solutions

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Collaboration Solutions from Bell were rolled out among teleworkers to help maintain efficient team work and communication between colleagues and management. Employees are now able to check a colleague's presence and collaborate instantly. They can work together to tackle problems in real time and even speed up decision making processes. Among the many benefits are improved productivity, efficiency, and social inclusion for those working from home.

Exceeding expectationsIn order to realize an acceptable return on investment, Bell Carrier Services' initial goal was to achieve a 20% productivity improvement. Once implemented, the program exceeded that target.

In addition, almost 88% of teleworking employees reported they are able to better serve their customers. 96% said they are happier because they have a much better work-life balance. At the same time, absenteeism is down by 29%. “Bell Carrier Services did everything right as a change management process, from employee engagement and communication of clear participation criteria to measurement,” says Jocelyne Arcand, Senior Consultant, Telework and Transition Solutions, Bell.

This initiative has delivered a number of other compelling benefits. These include reduced office space requirements, which translated into a $1.1 million saving in real estate costs within the first year of implementing the program. Teleworking is also an integral part of the organization's enterprise continuity plan. For example, in the event of a power failure or natural disaster that affects Bell Carrier Services' headquarters, teleworkers can continue to work from home and conduct business as usual.

The program is playing a significant role in helping the environment, too. Through teleworking and collaboration, Bell Carrier Services' teleworkers are reducing greenhouse gas emissions (CO2e) by approximately 217 tons annually - that's equivalent to taking 50 cars off the road or lighting and heating 33 Canadian households. When all these factors are combined, it is evident that Telework Solutions from Bell and the company's proven Collaboration Solutions deliver valuable benefits for internal customers as well as external ones.

According to Sherwood Flemming, Director Support and Solution Delivery at Bell Carrier Services, teleworking has enabled his organization to achieve fundamental improvements that would not be possible in a traditional working arrangement. “I highly recommend telework as a solution. It's a win for our company,” says Mr. Flemming. “It's a win for our employees, and it's a win for our customers.”

To increase productivity, save money in real estate, increase employee satisfaction, and reduce greenhouse gas emissions Bell offers these cost-effective solutions to businesses.

Bell Carrier Services teleworkers are reducing 217 tons of greenhouse gas emissions, which is equivalent to taking 50 cars off the road. Telework and Collaboration Solutions from Bell are not only economical they also help our environment.

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For more information contact your Bell representative or visit bell.ca/enterprise

• Approximately 217 tons of greenhouse gas emissions (CO2e) reduced annually by CSG teleworkers - that's equivalent to heating 33 Canadian households! • Moving 45% of employees to teleworking strongly supports the organization's enterprise continuity plan whereby people can continue to work and carry on business as usual if a major incident was to occur