TORONTO – Rogers EnRoute, the company’s customer service tool which allows subscribers to use their smartphone to track exactly when a technician will arrive for an installation or service call, is now available across the entire Rogers Cable footprint, the company announced Monday.
The tool, launched late last year in Hamilton, sends a unique URL to the customer by email or text once an appointment has been booked, and then on the day of the appointment, a reminder notification is sent, along with an updated ETA. Once the technician is on the way, customers may receive real-time updates by checking a map to see the technician's exact whereabouts and estimated number of minutes until arrival.
Using Rogers EnRoute means there is no more waiting on hold to find out when a technician will arrive (and therefore fewer calls into Rogers’ call centres) and customers can track the exact movement of the technician’s truck, see their first name, photo and estimated number of minutes until arrival. The company estimates more than 2.6 million minutes of customers’ time will be saved per year.
