Case Study: Kyrio Helps Shaw Drive the Future of Connectivity for Canadians

One of Canada’s leading telecommunications companies, Shaw Communications Inc., connects Western Canadians through Internet, TV, phone and mobile services. Shaw’s unwavering focus on innovation and customer experience has earned the company a strong reputation in the cable community and has helped win the trust of more than 4.2 million loyal Consumer customers. Bringing people together though connectivity is the driving force behind everything Shaw does.

Challenge

Don’t just say you’re the best; prove you’re the best.

Prior to working with Kyrio, Shaw had already run tests to demonstrate that it delivers the fastest Internet in Western Canada [source Ooklas’ website]. However, internal testing doesn’t always instill the same confidence and credibility as testing performed by an independent third party. Shaw was looking for an experienced partner to help validate its findings and substantiate its marketing claims with quantitative data in the most efficient and economical way possible.

The challenge was three-fold: Shaw wanted to

• Perform comprehensive end-to-end equipment testing that required expensive gear to reliably simulate real-world conditions.
• Leverage the controlled environments and sensitive chambers that Kyrio has access to.
• Extract quantitative data to properly market new products and ensure first-class customer service at its contact centres.

To address these challenges, Shaw decided to take advantage of Kyrio’s state-of-the-art testing facilities and expertise.

Solution

Kyrio helped create a comprehensive, end-to-end testing strategy to support Shaw’s long-term business goals.

Shaw’s long history of partnership with CableLabs provided a segue to establishing a new relationship with Kyrio. Together, the two companies developed a customized test plan to verify the performance of various equipment and services, such as Shaw’s next-generation Wi-Fi 6 modem, syndicated devices and large-scale Wi-Fi devices intended for use in multi-unit buildings.

Testing consisted of many layers, including Wi-Fi, video, DOCSIS, security-related components and even apps, using cutting-edge equipment like Octobox to ensure top device performance in multiple real-world scenarios.

Throughout this process, Kyrio’s knowledgeable staff fully supported Shaw’s team, working hand in hand with them to accommodate specific needs and address Shaw’s long-term strategic initiatives.

Results

Conclusion

Testing performed at Kyrio has saved time and money, while arming  Shaw with a trove of accurate, measurable data. This test data provides Shaw’s customer service staff with real-world information that can be used to improve customers’ experience.