Rogers Ignite – Self Install Process and Guides
The Ask
Recently – especially during the COVID related restrictions – the focus within Rogers was on increasing customer satisfaction and reducing operating costs by enabling customers to self installation Rogers internet and TV products. The biggest benefits to customers was saving the standard $150 installation fee and having their services installed sooner than if they had chosen a technician install.
The Results
I was deeply involved in the evolution and refinement of a number of customer journeys for Rogers residential products including NextBox, Ignite Internet, Ignite TV, Rogers Home Phone, and Rogers Home Monitoring.
Enabling customers to effectively self install services meant redesigning customer journeys from end to end. It also meant creating an online and offline processes to guide customers through their installations, and to help them troubleshoot any issues that might arise.
With the first iterations of the new journeys we were able to recognize a huge reduction in the number of support calls from customers in the days after their installation. The new processes, guides and other communications were instrumental in educating customers about the different ways they could trouble shoot issues and get help without the frustration of calling technical support.