Connecting Remote Customers Faster with Blitzz Concierge

Company

SaskTel

Industry

Telecom & Broadband

Product

Blitzz Concierge

Challenge

High cost of truck rolls and logistical difficulty supporting dispersed rural customers.

Results

Saved 443 truck rolls in Year 1 and achieved a 96% customer satisfaction rate.

Saved 443 truck rolls in Year 1 and achieved a 96% customer satisfaction rate.

About SaskTel

SaskTel is the primary full-service telecommunications provider for Saskatchewan, Canada, serving approximately 1.4 million customers. As a Crown Corporation, SaskTel manages the complex task of delivering state-of-the-art telephone, internet, and TV services across the province's vast and often geographically dispersed rural areas. Their core challenge is maintaining high service reliability while efficiently managing the operating costs of supporting a widespread customer base.

The Challenge

Costly Truck Rolls to Dispersed Customers

SaskTel serves a massive, geographically dispersed customer base across Saskatchewan. Delivering consistent, efficient technical support to these remote locations created two major problems that traditional phone support could not solve:

• High Operating Expense: Dispatching technicians (truck rolls) to distant rural areas was a high-cost operation. Reducing these costly service visits was a major KPI for the company.
• Increased Remote Demand: The need for efficient, remote assisted-installation methods accelerated, especially as customers preferred not to have technicians enter their homes. SaskTel needed a seamless way to "expand our self-install or assisted-install methods that can be done remotely," said Carmen Zimmerman, Business Consulting Manager.

The Solution

App-Free Visual Remote Assistance

SaskTel adopted Blitzz Concierge as its primary tool for assisted-installation and technical support. Blitzz provided the essential, seamless, app-free visual connection needed to effectively reach remote customers and reduce the need for site visits.

How Blitzz Works for Remote Support:

1. Instant, App-Free Connection: Agents send a simple SMS text link. The customer clicks, and the agent instantly connects to their smartphone camera—no app downloads required.
2. Visual Troubleshooting & AR Guidance: Agents eliminate guesswork by visually assessing equipment and wiring. They use Augmented Reality (AR) tools to draw and annotate the customer's live video, guiding them step-by-step through repairs or configuration changes.
3. Adaptive Performance: Blitzz automatically adjusts video quality based on the user’s internet connection, ensuring reliable support even for remote customers with lower bandwidth.

We’re avoiding having to dispatch technicians because we are resolving issues right on the phone. In the first fiscal year that we rolled Blitzz Concierge out, we saved 443 truck rolls.
— Carmen Zimmerman, Business Consulting Manager at SaskTel

The Results

Cost Savings and 96% Satisfaction

The adoption of Blitzz Concierge delivered immediate, measurable returns that dramatically impacted SaskTel's operational efficiency and customer experience.

Dramatic Reduction in Operating Costs
The single biggest benefit was the elimination of costly, time-consuming truck rolls.

"In the first fiscal year that we rolled Blitzz Concierge out, we saved 443 truck rolls. That is a huge KPI for us.”
— Carmen Zimmerman, Business Consulting Manager at SaskTel

Customer Acceptance & Empowerment

The high 96% satisfaction rate proved strong customer preference for the convenience and speed of visual support. Customers were "empowered" to resolve their own issues on the spot with expert guidance, which enhanced service delivery and brand loyalty.