Rogers AnyPlace TV (RAPTV) enabled NextBox customers (Rogers Legacy cable TV platform) to access all of their subscribed TV channels and to schedule recordings via phone, tablet and website.

RAPTV apps had very low customer ratings and a lot of negative feedback. Part of the reason for the poor customer experience was that RAPTV was supported by multiple apps and vendors, which created a fractured experience, confusion and high operational costs.

We were able to reduce the complexity for Rogers cable customers by reducing the number of options available for each mobile platform from 6 apps down to one app, that work for everyone. This immediately helped eliminated the problem of customers installing the wrong app(s) for their region, and experiencing difficulties. It also ensured a consistent experience for customers across devices and platforms.

By working with one vendor, we were able to reduce the operational complexity and cost of delivering the solution to customers on multiple devices.

We were able able to deliver the new RAPTV app/desktop within 9 months of the project kickoff. The new solution helped improve the overall app store ratings (for 1.5 stars to closer to 4 stars for iOS and Android) and to reduce calls from customer experiencing difficulty accessing their TV content using RAPTV.