In one of my earlier posts I talked about how Rogers failed to provide me with quality service, overcharged, and then forced me to spend a few hours on the phone correcting the problem (read here). Just when I thought the battle was over, I got another call from Rogers customer service.

I was called with a promotional offer to give me some $10 in groceries gift card. Normally I would not pick up a call like that, but here I decided to follow up and actually connected with the agent. Turns out, I was getting this call because they noticed how I was constantly going over my GB limit on the internet and decided to give me a few bucks to make me feel better, and of course also offered to upgrade me to the next line of service. Why would I need an upgrade? – thought I. I already have the highest available consumer speed.

It turns out that when I was correctly upgraded to the higher GB limit on my internet connection in my previous encounter with the agents, the upgrade actually failed and therefore although I was technically on a new plan, I was still getting ripped off by the lower speed (or so they said). Fortunately, being able to check my connection speed I could tell that I was actually getting the right amount. It seemed that it was the CRM system that was not updated with the new information, no could they see any notes on my previous conversations with the agents.

Isn’t this wonderful? We have all this information collected and tracked an almost non of it gets to the right people at the right time to solve the problem before it only gets bigger. There is so much room out there for process engineering, it’s fantastic!