Over the course of the past three to four weeks, Rogers has expanded its enRoute technician tracking service to the Greater Toronto Area, bringing the tool to the entirety of its cable footprint. The service is also available for all the internet customers of its Fido sub-brand.
The company began rolling out the service in Hamilton, Ontario in 2016 with expectations to complete the roll-out in early 2017.
Roll-out reception
Originally, Rogers said it hoped to reduce on the reported 260,000 yearly calls it receives from customers checking on their technician’s arrival time. Chief customer officer Deepak Khandelwal declined to mention on a call with MobileSyrup just how many Rogers subscribers had tapped in to the service so far, or whether call rates had declined, but did say that the response has been positive.
“We are seeing much happier customers,” said Khandelwal, adding: “The uptake rate is very high and it’s growing week on week.”
With Rogers enRoute, customers can more accurately predict what time a service technician will arrive at their home by following their progress on a map. They can also see the name of the technician and a picture. The map is a web-based tool accessible through a link the customer receives via email. Previous to enRoute, Rogers — like all other major carriers in Canada — just provided customers with a time range, generally spanning a half day and inhibiting customers’ freedom to leave the home.
“Nobody gets excited about waiting for the technician to arrive,” said Khandelwal, “enRoute is another way for customers to have a great experience.”
Following the Rogers 3.0 legacy
enRoute addresses one of the main customer irritants that were outlined by former CEO Guy Laurence at the beginning of his tenure at the telecom giant: the desire for more self-service options for customers who want to avoid the call centers. A new worry-free data management tool and the addition of more designated social media customer assistance are among the other solutions that catered to this pain point, but enRoute shifts the focus to cable services.
Khandelwal says his future focus for customer service improvements will be on efficiency.
“We’re going to continue with this theme of focusing on things that might be taking customer’s time.”
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