Case Study: Rogers Communications halves customer complaints with SAS Analytics

Use of analytics helped cut customer complaints in half

Rogers Communications, a leading Canadian telecommunications company founded in 1960, needed to become more customer-centric but faced fragmented data and siloed teams across its mobile, internet, cable and landline businesses. The challenge was to deliver consistent, timely insights at every customer touchpoint so representatives and digital channels could understand and respond to each customer’s journey.

Rogers modernized its SAS analytics environment—using SAS Visual Analytics, SAS Event Stream Processing and SAS Model Manager—and deployed machine learning and predictive Net Promoter Score models to personalize call scripts and social responses in real time. The initiative boosted cross-team collaboration and analytics adoption across the company and helped cut customer complaints by 53%.

Rogers

Chris Dingle

Senior Director of Customer Intelligence