We’re now able to hunt for smoke instead of fire with any network issues.
Several years ago, Rogers Communications found itself juggling a variety of technologies.
Three closely related departments—wireless technical support, the fiber-network team, and the cable enterprise team—used a different assortment of software applications, making seamless communication difficult. As a result, Canada’s leading cable TV and communications company struggled to provide consistent support to its subscribers.
Workflow recently spoke with Scott Thomson, vice president of technical customer service at Rogers, about how the company brought the groups together to improve customer experience. The following interview has been lightly edited for length and clarity.