Case Study: Rogers for Business achieves a 9-point CSAT increase with Axonify

How Rogers for Business boosted their CSAT score by 9 points

Rogers for Business, the B2B arm of Rogers Communications, needed to strengthen customer-centric culture across its 1,100-person Customer Service Operations team while facing highly complex, customized customer use cases and limited frontline time for traditional training. Delivering consistent, role-specific service was difficult because specialized roles made one-size-fits-all learning ineffective and staff couldn’t be pulled off the phones for lengthy courses.

Rogers implemented Axonify’s microlearning platform to deliver bite-sized, role-specific daily training, integrate with existing LMS tools, and deploy timely content (including pandemic guidance). Adoption hit 95% with many employees logging in daily, enabling wider use across 7,500 additional team members. The program drove measurable impact: a 9-point lift in CSAT and a 5.5-point increase in post-transaction survey scores, while improving engagement and internal communications.

Rogers

Michel Rondeau

Sr. Manager, Performance Enablement