Case Study
Silvera for Seniors
Rolling out internet, TV, and phone services to 28 senior living buildings with a resident-first approach.
Overview
Project Overview
Silvera for Seniors is a Calgary-based non-profit senior care provider with a strong presence across Calgary, offering amazing amenities and managing 8 Supportive Living and 29 Independent Living communities, all while maintaining a mission to serve seniors of all income levels.
Silvera sought a new provider for optional high-speed “bulk” internet, TV, and phone services across multiple residences, as well as a more reliable corporate internet solution. Their aging DSL infrastructure was inadequate, and fibre upgrades were too costly. Staff and residents were both facing connectivity challenges.
Moby faced three primary challenges:
- Corporate Wi-Fi Network — Some staff had to rely on pen and paper due to unreliable internet. Moby needed to provide seamless connectivity across all buildings, enabling digital workflows.
- Residential Services — Moby aimed to deliver flexible and affordable internet, TV, and phone services to a diverse range of residences—including high-rises, townhomes, and apartments. The rollout had to be friendly, non-disruptive, and inclusive of residents' option to stay with their current provider.
- Aggressive Timeline — This was a complex, multi-building rollout to be completed within 5 months.
Solution
Moby's Approach
3X Play Solution
Moby rolled out a triple-play solution (Internet, TV, Home Phone) to 28 Silvera buildings, including a high-speed internet connection, landline phone service with unlimited North American calling, and a base TV package with popular channels.
Easing the Transition
Moby worked closely with residents and made the TV remotes easier to operate. Residents who chose to add phone service were able to keep their existing landline phones and phone numbers.
Brand Ambassadors
Moby trained senior-friendly ambassadors, hosted weekly Q&As for residents, and met regularly with Silvera stakeholders to keep the rollout on track.
Customized TV Package
Moby offers a popular base channel package, premium content for common areas, and optional add-ons residents can customize to suit their interests.
Custom Community TV Channel
Moby launched a Silvera-only info channel on TV, sharing key updates and video announcements.
Results
The Outcome
The rollout was completed across 28 buildings within the aggressive 5-month timeline. Staff gained reliable Wi-Fi access, and residents received flexible, affordable triple-play services with a smooth, non-disruptive transition.
Benefits
Key Benefits
Residents
Many Silvera residents have signed up for the optional Moby service. They appreciated having a choice and not feeling pressured into any arrangement. Residents receive a Moby Basic Service, which includes 1 GB of high-speed data and a flexible TV package. They also have the option to upgrade their TV service by adding extra channel packages or individual “A La Carte” channels.
Moby has also launched a Silvera-specific resident information channel, which keeps residents up to date with important announcements and video presentations on Channel One of the Moby TV service. In addition, Moby is currently installing front-door camera systems in apartment-style buildings to further enhance resident safety and security.
Staff
Silvera Community Managers now spend less time troubleshooting internet or TV issues and no longer waste hours on hold. Instead, residents contact Moby directly, with average support response times measured in minutes, not weeks. Staff benefit from reliable Wi-Fi access across all buildings, allowing them to work digitally and efficiently.
To streamline communication, Moby created a dedicated web portal that enables staff to post announcements and share updates on a custom community TV channel for each building.
Testimonials
What They Say
“Moby has designed a customized solution that works for us, without incurring major infrastructure expenses. Each of the Silvera buildings comes with its own set of problems. The buildings are all considered aged, and the infrastructure within them varies from building to building. Moby used its various technology options to ensure that all the Silvera buildings function as desired from both the residents' services and the corporate requirements perspective.”
“It's been a win-win situation. Our staff can now use their laptops and tablets as they move within and between buildings, which boosts their productivity and enables them to complete tasks more efficiently. It's fiber internet, so it's fast and we finally feel like we're operating with updated technology.”
“Our residents are satisfied with their internet and TV services, as well as the choices available to them. I usually only hear from people when there are problems, and I rarely hear from anyone regarding Moby anymore.”
“I wanted this to be a partnership, and I feel like I have that with Moby. They always check in, they're very proactive, they hear the good news and the bad news. If there ever is a problem, they jump in and fix the problem immediately.”