An iconic Canadian business
Rogers Communications, a leading telecommunications and media company in Canada, provides wireless, residential services, sports, and media to Canadians and Canadian businesses.
Rogers for Business supplies small, medium, large, and public sector organizations with enterprise-grade solutions and technology services to support their connectivity and digital needs. The Rogers wireless network reaches 96% of Canadians from coast to coast.
Unified approach to customer service
Rogers for Business strives to serve its customers to a consistently high standard with empathy, respect, and confidence. “Customers understand that technology is complex,” explains Scott Thomson, Vice President for Technical Customer Service at Rogers for Business. “Understanding what the customer is experiencing and reassuring them that we’re actively resolving the problem is absolutely paramount.”
Rogers for Business has built its winning strategy by ensuring the customer is at the center of every discussion, consideration, and decision. The Technical Customer Service organization has adopted the definition of immediacy—the quality of bringing one into direct and instant involvement with something, giving rise to a sense of urgency or excitement—as inspiration to redefine the role of its people, processes, and tools, and ultimately evolve and unify its approach to customer service.
Rogers for Business Technical Customer Service deployed ServiceNow Customer Service Management (CSM) to transform its entire service assurance organization, using proactive engagement, customer-forward analytics, and ‘in-the-moment’ operations to gain a forensic level of insight into its customers and infrastructure. This solution enables active management and prevention of the vast majority of problems before they occur.
ServiceNow has given Rogers for Business the capability to proactively monitor the performance of its services, with incidents auto generated in ServiceNow if quality drops below pre-set thresholds.
This enables technical teams to assess, troubleshoot, and proactively engage with customers from a position of informed confidence.
Now, even minor issues can be identified and resolved at speed, while data analytics, customer health checks, and intuitive dashboards are prompting swift and targeted actions that maintain high service standards. This is a capability that’s especially crucial for essential public health and emergency service providers.
Scott explains: “We have been able to tighten the calibration of our performance monitoring thresholds to such a degree that we are now resolving minor degradations before they become out-of-service issues, and in effect, we are now operating much more like a preventative service organization.”
Service management at Rogers for Business now applies many of the principles of air traffic control; a command center where monitoring every detail is vital to overall operational success. An air traffic controller uses real-time information to monitor flight plans and provide guidance to pilots, intervening with authority when necessary. Similarly, Technical Services analysts are constantly monitoring network health, case volume, quality standards, events, and customer-specific intelligence, and sharing relevant information with technicians to take proactive action when required.
“Our efforts to transform our operation from a reactive, to a proactive, to a preventative service model have been challenging, but it has been made easier by our consistent use of ServiceNow.
“We’ve leveraged ServiceNow’s out-of-the-box IT Service Management framework as common practice, enabling us to focus on the more conceptual aspect of our transformation, which was to connect our employees with our customers with the power of immediacy.”