Rogers, Fido Launch ‘EnRoute’ Customer Tool to Track Technicians in Real-Time
Rogers has announced EnRoute, a new tool which allows customers to track where technicians are in real-time, so they have a better estimation of when their installation or service call will take place.
How does Rogers EnRoute work? Residential customers just need to book their service or install appointment (via calling in or social media), then they will receive a service window with a unique URL sent via email or text.
On the day of the appointment, customers will receive a reminder with an updated ETA. Once the Rogers technician is on the way, customers will get real-time updates of the employee on a map, showing the latter’s exact location. The link will also show the technician’s photo, first name and ETA.
Deepak Khandelwal, Chief Customer Officer, Rogers, said in a statement issued to iPhone in Canada, “We know our customers are busy and their time is valuable, so now they can track a technician’s ETA right on their phone. It’s just one more way we’re putting people in control to get help how they want.”
Rogers says it receives over 260,000 calls annually asking about the arrival time of technicians. This new initiative means customers won’t have to sit around waiting as long, compared to before.
Rogers EnRoute launches today in Hamilton, Ontario, but will roll out nationwide in early 2017. Fido EnRoute is available for Internet customers starting today. Let us know if you’re going to give this a try!