The Challenge: Extensive Training and Onboarding Requirements
When the pandemic transformed the global business landscape, Rogers Communications faced an urgent challenge: how to maintain service excellence and operational continuity while transitioning thousands of employees to remote work environments. The company needed a solution that could be deployed enterprise-wide with minimal disruption to existing operations.
Rogers faced several critical challenges:
- Enterprise-Scale Deployment: With over 10,000 employees spread across the country, Rogers needed a solution that could be rolled out quickly without requiring extensive IT resources or complex infrastructure changes.
- Minimal Training Requirements: Traditional enterprise software often requires weeks of training and change management. Rogers needed something intuitive enough that employees could adopt it immediately without extensive onboarding.
- Service Continuity: As an essential telecommunications provider, any disruption to customer service or internal operations could have significant downstream effects on millions of Canadians who depend on Rogers' services.
- Change Management Complexity: Introducing new technology during a crisis requires careful change management. The solution needed to reduce, not increase, complexity for already-stressed teams.
- Long-Term Viability: Beyond the immediate pandemic response, Rogers needed a solution that would continue delivering value as operations evolved post-pandemic.
Rogers needed a remote visual support solution that combined enterprise reliability with consumer-grade simplicity—a platform that could be deployed in days rather than months while ensuring adoption across their entire organization.
The Solution: Instant Deployment with Zero Friction
Rogers Communications selected Blitzz Concierge—an app-free mobile video platform—to provide enterprise-wide remote visual support capabilities without the complexity typically associated with large-scale software deployments.
Key features that made Blitzz the ideal choice for Rogers:
- App-Free Access: Support agents simply send a link via SMS to customers or field personnel. Customer clicks the link to instantly share their camera view —no downloads, no app installations, no login credentials required. This eliminated the friction that often derails enterprise software adoption.
- Intuitive Interface: The platform's simplicity meant that employees across all technical skill levels could use it effectively from day one. The learning curve was virtually non-existent, allowing teams to focus on their core responsibilities rather than struggling with new technology
- Rapid Implementation: Rogers was able to deploy Blitzz across their organization quickly and painlessly, without the lengthy implementation cycles, custom integrations, or extensive IT involvement typically required for enterprise software rollouts.
- Real-Time Visual Collaboration: Support teams gained the ability to see exactly what customers or field technicians were seeing, enabling immediate visual diagnosis and guidance that phone-based support simply couldn't provide
- Enterprise Reliability: Despite its consumer-friendly simplicity, Blitzz delivered the security, stability, and scalability that a telecommunications giant like Rogers requires for mission-critical operations.
- Augmented Reality Tools: Built-in AR annotation capabilities allowed support agents to draw, highlight, and guide users through complex procedures with visual precision, reducing misunderstandings and accelerating resolution times.
Rogers Communications' rapid adoption of Blitzz demonstrates how enterprise-grade solutions can be both powerful and simple. We're proud to support their mission of connecting Canadians while maintaining the service excellence their customers expect.
— Rama Sreenivasan, Founder and CEO of Blitzz
The Results: Sustained Value Beyond the Pandemic
By integrating Blitzz Concierge into their operations, Rogers Communications achieved immediate and lasting benefits that extended well beyond their initial pandemic response needs:
- Seamless Enterprise Deployment: The implementation was quick and painless, allowing Rogers to roll out visual support capabilities across their 10,000+ employee organization without disrupting existing operations or requiring extensive IT resources.
- Immediate User Adoption: The platform's simplicity and ease of use meant employees embraced it immediately, with minimal training requirements and virtually no resistance to adoption—a rare achievement in enterprise software deployments.
- Essential Pandemic Response Tool: Blitzz became a critical component of Rogers' ability to maintain service continuity during the pandemic, enabling remote support and collaboration when in-person interactions weren't possible.
- Sustained Post-Pandemic Value: Rather than being a temporary pandemic solution, Blitzz has proven essential "beyond" the crisis, delivering ongoing value as Rogers' operations have evolved and adapted to new ways of working.
- Reduced Change Management Burden: The platform's intuitive design significantly reduced the change management effort typically required for enterprise software, freeing leadership to focus on strategic priorities rather than software adoption challenges.
- Enhanced Support Capabilities: Visual remote support empowered Rogers' teams to resolve issues faster and more accurately, improving both customer satisfaction and internal operational efficiency.
Key Success Metrics
| Metric |
Before Blitzz |
After Blitzz (Impact) |
Value Proposition |
| Implementation Speed |
Lengthy enterprise software rollouts require months of planning and IT resources |
Quick and painless deployment |
Enterprise-wide rollout without extensive IT resources or lengthy implementation cycles
|
| User Adoption |
Traditional enterprise software requiring weeks of training and change management |
Immediate adoption with minimal training requirements |
Simplicity and ease of use eliminated typical enterprise software adoption challenges
|
| Business Continuity |
Limited remote support capabilities during pandemic crisis |
Essential tool maintaining service continuity |
Enabled remote support and collaboration when in-person interactions weren't possible
|
| Support Resolution |
Phone-based troubleshooting with unclear verbal descriptions |
Real-time visual diagnosis and guidance |
Visual collaboration enabled faster, more accurate issue resolution
|
| Long-Term Value |
Temporary pandemic workarounds with limited ongoing utility |
Sustained value beyond pandemic |
Continues delivering benefits as operations evolve post-pandemic
|
| Change Management Burden |
High effort required for enterprise software adoption |
Minimal change management required |
Intuitive design freed leadership to focus on strategic priorities rather than adoption challenges
|
Conclusion
By integrating Blitzz Concierge into their operations, Rogers Communications demonstrated that enterprise software doesn't have to be complicated to be powerful. The platform's simplicity and ease of use enabled rapid deployment across their organization of 10,000+ employees, making it an essential tool during the pandemic and beyond.
This transformation showcased how the right technology partner can help large organizations navigate unprecedented challenges while maintaining service excellence. Rogers' quick and painless implementation of Blitzz proved that with the right solution, even massive enterprises can achieve agile, friction-free technology adoption.
Blitzz has become an integral part of Rogers' operational toolkit, delivering sustained value that extends well beyond its initial deployment purpose. As Canada's telecommunications landscape continues to evolve, Rogers is well-positioned with a visual support platform that combines enterprise reliability with the simplicity their teams need to deliver exceptional service to millions of Canadians.
