Simplifying the process for customers to successfully install their Rogers residential services including internet, cable tv, home phone and smart home monitoring.

Recognition: Ted Rogers Award – Team of the Year – Enhanced Self Installation Team

Rogers was encouraging more customers to install residential services themselves to reduce installation costs and provide greater convenience. While self-installation worked well for many customers, others struggled with the process, leading to failed installations, increased calls to Customer Care, technician visits, and delays in activating service. The opportunity was not simply to improve the instructions, but to better understand which customers were most likely to succeed with self-installation and where the overall experience could be improved.

Our work began by understanding why customers were struggling with self-installation. We analyzed technical support call data and resolution codes, reviewed call transcripts, examined post-installation NPS feedback, and interviewed field technicians who regularly visited customers after unsuccessful installations. Together, these activities revealed recurring patterns and highlighted where customers experienced confusion or failure.

The project helped improve self-installation success while reducing customer effort, support calls, and unnecessary technician visits. By matching customers with the most appropriate installation experience and simplifying the supporting materials, Rogers improved the early customer experience while reducing operational costs. More importantly, the work demonstrated that successful self-installation depended as much on understanding customer needs as it did on improving the installation materials themselves.