Rogers Communications Elevates the Customer Experience with Enhanced API Management and App Testing Capabilities

CUSTOMER SUCCESS STORY

CLIENT PROFILE Company: Rogers Communications Inc. Industry: telecommunications Revenues: $12.85 billion Employees: 26,559

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Business Rogers Communications Inc. (Rogers) is a diversiﬁ ed Canadian telecommunications and media company, providing wireless and cable services. The company is publicly A leading Canadian telecommunications traded on the TSX and NYSE. and media group In the wireless sector, Rogers is Canada’s largest voice and data telecommunications services provider, serving approximately 9.5 million customers under the Rogers, Fido and Chatr brands.

Rogers is also a leading Canadian cable services provider, offering high-speed Internet access, television, and telephony products to approximately four million homes in Ontario, New Brunswick and Newfoundland – representing approximately 30 percent of the total Canadian cable market. The company also provides telecom and networking services to enterprise, government and carrier customers.

Challenge ‘Overhauling the customer experience’ is one of the key pillars of Rogers’ strategy to boost its competitive advantage. The mission of the Uniﬁ ed Customer Experience Embracing omni-channel and the division is to deliver superior and consistent interactions, no matter what channel app economy to boost competitive customers choose to access. This requires information to be delivered the same way, advantage whether through the website, a mobile device or the contact center.

A wide range of new self-service apps enable Rogers’ subscribers to access the information and support they need quickly and easily, without waiting for a call center operative or traveling to a store. These apps enable customers to perform essential tasks such as monitoring data usage or requesting support.

In addition, Rogers has enhanced content delivery through its partnership with NHL. com (the National Hockey League’s website), enabling customers to watch live games on the Rogers NHL GameCentre LIVE app. Such apps improve the customer experience, which is crucial to the company’s growth and retention strategies.

In order to create these experiences, APIs have played a signiﬁ cant role in delivering customer information consistently and securely across these channels. They also helped to speed up development, acting as a common set of building blocks and reusable interfaces for developers.

But in order to be successful, APIs must be designed, managed and secured the right way to support the demands of an omni-channnel experience strategy.

“APIs need to be carefully designed to ensure they are responsive, easy to use for developers and partners alike, and secure for data protection,” explains Mo Siddiqui, Director of Systems Integration at Rogers Communications. “API responsiveness 3 | CUSTOMER SUCCESS STORY: ROGERS COMMUNICATIONS ca.com

impacts app responsiveness, which in turn directly affects the customer experience. APIs must also be easy to use to maximise developers’ productivity; while data protection is essential as APIs can expose sensitive data about our enterprise and our customers.”

Managing a large API portfolio involves additional challenges, as Siddiqui points out. “Without adequate management tools, we could not get any insight around the consumption and performance of our APIs, and this prevented us from improving our portfolio.”

In Q3 2014, Rogers realized it needed a new solution to address its API-related Solution issues. After studying a number of analyst reports and running a product comparison, An integrated environment for API Rogers chose an integrated solution from CA Technologies comprised of CA API creation and management Management and CA Service Virtualization.

“It was more than the functionality of the products that stood out for us,” Siddiqui recalls. “CA Technologies has a clear roadmap in place for its API management solutions, and offers a wide range of training resources through its API Academy.”

He continues, “CA Technologies also helped us to make our business case for this investment, by creating a proof of concept (PoC) that enabled the IT department to demonstrate the beneﬁ ts to our executive management.” 2,500-plus APIs The solution was implemented in Q2 2015 with the assistance of CA Services. “CA Technologies has a lot of experience with API management; its help with managed with the implementation was invaluable,” Siddiqui comments.

CA Technologies The integrated solution is currently used to manage more than 2,500 existing solutions APIs and to create an average of ﬁ ve-plus new APIs per month. This extensive API portfolio is used by 50-plus service consumers (upstream apps consuming APIs) and by more than 75 internal developers at Rogers.

The apps that Rogers offers to its subscribers generate 75 million transactions per day.

While CA API Management products including CA API Gateway and CA API Developer Portal streamline app development and integration, CA Service Virtualization enables Rogers to simulate constrained or unavailable systems, enabling development, testing, and performance teams to work in parallel.

By integrating CA API Gateway with CA Service Virtualization, Rogers can move testing to earlier in the app development cycle, which has reduced integration errors by 10 percent. 4 | CUSTOMER SUCCESS STORY: ROGERS COMMUNICATIONS

Beneﬁ t Using the API management solution from CA Technologies has proved to be a winning decision for Rogers. “We have achieved improvements in API quality, Greater productivity and a better API management, and app performance,” Siddiqui explains. customer experience “We can unlock tremendous value from the integration of CA API Gateway and CA API Developer Portal,” Siddiqui continues. “Our API developers can write and maintain APIs more efﬁ ciently and follow industry best practices. Productivity has increased, as the CA Developer Portal provides developers an easy way to discover APIs and forums to discuss the use of APIs. “We can provide “It will also allow us to create a self-serve community where potential service consumers can browse through the list of APIs and subscribe to them. high quality apps API management has improved as well: the increased visibility of API metrics that improve means we can work smarter that we can use to improve our API portfolio.” By using CA API Gateway, CA API Developer Portal, and CA Service Virtualization the customer together, Rogers Communication has been able to:

experience, in line • Improve the customer experience with our business • Enhance developer productivity goals.” • Future-proof operations in advance of market changes

Mo Siddiqui • Safeguard security Director of Systems Integration, • Shorten time to market for new apps. Rogers Communications “We are living in an app economy, and Rogers wants to play a leading role in this new scenario. With the CA Technologies solutions we can provide high quality apps that improve the customer experience, in line with our business goals,” Siddiqui concludes.

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CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live – from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit ca.com/ customer-success. For more information about CA Technologies go to ca.com.

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