WBM Technologies Recognized with Best Use of AI Award at HDI Service & Support World

June 25, 2026

Source: WBM.ca

SASKATOON, SK — June 25, 2026 — WBM Technologies LP (WBM) has been recognized with the Best Use of AI award at HDI Service & Support World 2026, a global industry event recognizing excellence in IT service and support.

WBM was selected for its work building artificial intelligence directly into Enterprise Service Desk operations, including predictive capabilities that identify and resolve issues before client’s experience disruption. The result is faster resolutions, more consistent service, and stronger knowledge access across every support channel.

WBM was recognized alongside global organizations such as Allstate and SupportLogic – standing out as the only Canadian organization and the only managed IT services provider to receive this award.

Rather than layering AI onto existing processes, WBM has operationalized AI as a core component of its service delivery model.

Through its Enterprise Experience Platform, AI analyzes 100% of service desk interactions in real time, replacing traditional sampled quality assurance with full-population insight. This enables a shift from reactive reviews to proactive, data-driven coaching, and operational decision-making.

The results have been both measurable and sustained. WBM achieved:

  • 100% quality assurance coverage across all interactions
  • 7% improvement in workforce effectiveness
  • 300+ technician hours saved per month through AI-driven automation
  • 30+ seconds reduction in average troubleshooting time per ticket
  • 6 FTE optimization while supporting a 10.5% increase in volume
  • Net Promoter Score of 94, reflecting consistently strong customer experience

These outcomes reflect a broader shift toward predictive, intelligence-driven support. AI-powered sentiment analysis, interaction analytics, and Copilot-generated summaries are enabling faster resolutions, more consistent documentation, and improved knowledge reuse across all support channels.

“Our team built something that actually performs for clients every day, not just in a test environment,” said Esther Pham, Director of Enterprise Service Desk at WBM Technologies. “This recognition reflects the strength of that work and the level of service our clients expect from a world-class managed services provider. We are proud to bring this global award back to Western Canada.”

WBM’s approach is grounded in responsible AI, with human oversight and enterprise controls in place to ensure accuracy, privacy, and trust at scale.

The HDI Best Use of AI award honours organizations applying AI in practical, measurable ways to improve service delivery and customer outcomes. WBM stood out for its ability to scale AI across a complex, multi-client environment while maintaining strong customer and employee experience outcomes.

This recognition builds on WBM’s industry leadership, following its Best Service and Support Organization win in 2024. That track record reflects not only the innovation of WBM’s team, but also the trust and partnership of the clients who helped bring this model to life.