London Inc. Spring 2021 - 14

Upfront Technology

POWER TO THE PEOPLE

First developed as an internal diagnostic tool, a new
app from Start.ca helps customers help themselves

Start.ca's Emily Ferreira

WE'VE ALL HAD this problem before: the wi-ﬁ is on the
fritz, and it's not exactly clear why that's the case. Maybe
something got unplugged, maybe a setting got changed, but
you're pretty sure you could ﬁx it ... if only you knew what
the problem was.
Well, local internet services ﬁrm Start.ca (www.start.ca)
has the app for you.
The recently released app is called StartCARE, and
it got its start as an internal tool for Start.ca employees.
Developed by Kitchener-based RouteThis, it was first
developed for customer service representatives who handle
troubleshooting calls - a basic diagnostic tool that could
scan the wi-ﬁ network, run a check for the most common
problems and bring forth the suggested solution, which the
rep then guides the customer through.
And then the company realized: why not give people the
app?
" When we saw the impact that the lockdown restrictions
had on home internet use, the app was quickly identiﬁed as a
useful tool, " says Emily Ferreira, vice president of customer
experience at Start. " It's an opportunity for them to do DIY
14 | londonincmagazine.ca | SPRING 2021

" OUR APPROACH IS TO
MAKE SURE THAT WE ARE
OFFERING A SERVICE THAT
MEETS THE DEMANDS OF
THE CUSTOMER, WHEN AND
HOW THEY WANT IT. IF A
CUSTOMER WANTS IT IN A
DIY FASHION, WE'VE GOT TO
BE ABLE TO SUPPORT THAT "
-Emily Ferreira
ﬁxes that could eliminate the need for them to call in. "
Our home internet usage has changed dramatically in the
past 12 months. A lot more rides on it now: work calls, remote
networks and children's educations - all now depend on the
reliability of home wi-ﬁ.

http://www.Start.ca http://www.Start.ca http://www.start.ca http://www.Start.ca http://www.londonincmagazine.ca

London Inc. Spring 2021

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