Since 2015, Rogers Communications has used Maplewave’s Paperless Transactions solution to significantly reduce their contract costs, improve their customer experience and Walk Out Working processes, and enhance the protection of customer information.
Rogers Communications is the largest telecom provider in Canada with over 10 million subscribers. They offer a quad-play model, including wireless, cable, telephone, and internet services. They are also heavily involved in media and broadcasting. They have approximately 2500 branches across Canada.
Rogers was motivated to go Paperless for several reasons:
Maplewave rolled out their Paperless solution to 2500 locations in a phased approach. The first phase started in 2015, and the last independent stores were finalized in February of 2017. The long rollout schedule naturally had its demands, and the rollout to Rogers’ independent dealer locations involved visiting over 100 branches in-person.
The pilot phase had its own challenges. Initially, dealers’ unfamiliarity with the product meant that they were slow to start using Paperless. Once Maplewave was able to demonstrate the benefits to them, the adoption rate soared. Rogers now maintains an 85%+ utilization rate in their stores.
Rogers chose Maplewave’s Paperless solution because they needed a channel-agnostic solution that could meet their needs while being scalable enough to handle future requirements.
Maplewave deftly handled the complex rollout and ensured a high utilization rate for the product.
With Paperless in place, Rogers’ customer experience was enhanced. Instead of signing two copies of a large paper contract at the end of the transaction, customers could now digitally sign the contract one time – and immediately receive a copy via email.
Digitized Walk Out Working (WOW) forms now appeared automatically as part of the contract signing workflow so they couldn’t be forgotten. Customers now received a copy of the checklist by email, complete with links to service pages and app downloads. The WOW forms were stored on the server along with the original signed contract.
The staff appreciated the change as well. Without paper, they were able to reallocate a significant portion of their budget – as well as recoup the time they would have spent filing. They particularly loved being able to immediately reprint contracts on the spot.
“I used to order two cases of paper per month, and since Paperless, I am on one case of paper for the last 5 months! Now I can use my budget for other things!!!”
-Valentino Mais, Young and Bloor Store location
Maplewave’s Paperless solution has transformed the contract signing experience for Rogers. The secure signing process delights customers while giving them improved contract security. It has also provided Rogers with huge recurring cost savings, giving them a true competitive advantage.
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