Maplewave Paperless - Rogers

Summary

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.

Bio

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.

Pain Points

Rogers was motivated to go Paperless for several reasons:

• Operational Costs:  Rogers wanted to reduce their operational costs and save money on paper, shipping, storage, and administration.
• Customer Experience:  Rogers wanted a customer-friendly solution that would improve their contract signing and in-store experience.
• Walk Out Working:  Rogers used a Walk Out Working checklist to ensure customers’ devices were set up and key information was communicated before they left the store. Unfortunately, this paper-based checklist was frequently forgotten, turning this potential experience highlight into a missed opportunity.
• Security & Compliance:  Lastly, Rogers needed a system that was secure, compliant and that could offer superior protection of customer information.

Challenges

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.

The Solution

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

Results

• Operational Costs:  On average, Rogers has reduced their contract costs by 87%, saving $1.52 per contract. Processing between 3-4 million contracts per year, this represents significant cost savings.
• Customer Experience:  With only one copy to sign, customers spend half the time signing contracts as before, which has dramatically improved the customer experience.
• Walk Out Working
• ~Improved access to support/setup information has increased NPS scores and reduced the number of calls to customer care. Visits to the self-help page have soared and downloads of all the featured apps have also increased, which was a particularly big win for Rogers.
• ~Stored forms can be audited and retrieved so it’s possible to tie form completion to staff and dealer compensation, ensuring compliance.
• Security & Compliance:  Contract compliance has improved without increasing transaction time, and contracts are stored securely with robust audit controls.

Conclusion

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.