Rogers 2015 Annual Report Download - page 7
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Overhaul the Customer Experience
When we introduced Rogers 3.0, we committed to overhaul
the customer experience. In 2015, we introduced over 10 new
programs and invested $100 million to start this journey. We
are focused on xing the basics, creating a more consistent
experience and improving customer self-service.
For example, we introduced Centre Ice, a program that gives
frontline agents the opportunity to uncover common customer
issues to senior management in real-time. The program has
already identied and resolved over 500 customer issues.
We also solved one of our customers’ biggest irritants, roaming,
by introducing Roam Like Home last year and expanding it
further this year. It’s a unique oering that allows our customers
to use their wireless plans like they do at home whilst travelling
abroad. The program is now available in over 100 destinations
around the world, reaching virtually everywhere our customers
travel. Over 2.3 million customers are now enrolled in the
program as part of our Share Everything plans.
Billing is the number one reason our customers call us, so we
vastly improved our mobile billing, making it interactive, more
concise and easier to understand. Over 3 million customers are
now using the new bill and it’s one of our many eorts to make
it easier for our customers to do business with us when and how
they want.
We were also the rst communications provider in the world to
introduce customer care on Facebook Messenger. In our rst
month alone, we responded to inquiries over 70,000 times using
this platform.
Our Rogers 3.0 plan is a multi-year plan intended
to re-accelerate revenue growth in a sustainable
way and continue the company’s track record of
translating revenue into strong margins, robust
free cash ow, and a solid return on assets,
ultimately increasing returns to shareholders.
3.0
Overhaul
the Customer
Experience
Drive Growth
in the Business
Market
Invest In
and Develop
Our People
Deliver Compelling
Content Everywhere
Focus on
Innovation
and Network
Leadership
Go to
Market as
One Rogers
Be a Strong
Canadian Growth
Company
2015 ANNUAL REPORT ROGERS COMMUNICATIONS INC. 5
Be a Strong Canadian Growth Company
It’s our goal to re-accelerate our growth relative to our peers.
In 2015, we delivered solid growth in both revenue and free
cash ow. We also attracted and retained more high value
customers in our largest business segment, Wireless, which
contributed to our industry-leading margins in this segment.
We reported record revenue and adjusted operating prot,
which grew to $13.4 billion and $5.0 billion respectively. This
growth resulted in free cash ow of $1.7 billion and adjusted
basic earnings per share of $2.89.
We met our 2015 nancial guidance. Healthy cash ow allowed
us to make the right investments in order to maintain our best
in class networks and return substantial cash to shareholders.