- 2016 Annual Report
- MANAGEMENT’S DISCUSSION AND ANALYSIS
- REPORTS ON INTERNAL CONTROL
- CONSOLIDATED FINANCIAL STATEMENTS
- NOTES TO CONSOLIDATED FINANCIAL STATEMENTS
Focused on achieving best-in-class operating efficiencies, Bell puts a high priority on controlling costs in order to enhance our ability to invest in growth-generating infrastructure and innovation, and maximize value to our customers in a competitive marketplace.
With a close eye on any discretionary spending, we minimize business travel whenever possible by employing the same teleconferencing and videoconferencing productivity tools we offer to other companies. Its a strategy that helps improve productivity as team members reduce time on the road between Bells many locations across the country and gain time in the office and at home.
In 2016, we continued to find savings from the integration of Bell Aliant and from adjusting our workforce as our business evolves, expanding in high-growth broadband services and reducing in declining traditional lines of business.
Our wireline segment reduced costs by 2.7% in 2016, supporting the second straight year of growth in adjusted EBITDA and continued improvement in Bells North American-leading wireline EBITDA margin.
Customer operations also delivered significant productivity savings. By investing heavily in online and mobile customer self-serve options, we have reduced higher-cost calls to our service centres significantly, by 4 million in 2016.
We have also invested in productivity technology for our installation and service technicians, enabling significant gains in their ability to get the job done right on the first visit cutting truck rolls by 100,000 in 2016 while achieving record customer satisfaction scores. The new Appointment Manager tool has reduced the number of times our technicians find no one home at the appointed time by 27%.
In 2016 we significantly reduced our cost of borrowing, obtaining the lowest-ever financing rate on MTN debentures that will be used to repay debt and fund investments.
Everyone at Bell is involved in driving a more competitive cost structure at our company, reducing waste and expenses while maximizing productivity and strategic investment. Its a critical imperative as Bell leads the way in investing in Canadas broadband communications future.