Silvera
Case Study
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 and non-disruptive
– 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.
Why Silvera Chose Moby
Personalized Tech Support
Moby provided hands-on support for older residents, making it easy and stress-free to adopt the new technology.
Partnership-oriented Approach
Silvera were looking for a partnership-oriented relationship rather than a transactional one.
Cost-effective Fibre
Silvera valued a cost-effective fibre plan that minimized infrastructure and construction costs.
Moby's Alberta Roots
Founded and headquartered in Calgary with local customer service.
“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.”
Moby's Solution
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
Timeline
Installation completed in just 5 months, from July-November 2024
Internet Speed
Moby upgraded the Internet to 1 GB bandwidth, replacing outdated DSL
Network Uptime
99.97% availability, includes scheduled & unscheduled outages, with latency consistently between 6–15 milliseconds
Customer Support
Fast & reliable customer support, with phone responses averaging one minute and email replies within 25 minutes
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. Residents can also choose from optional add-on packages featuring channels like TSN, Sportsnet, Crave, Disney, and Discovery. In addition, Silvera’s common rooms benefit from an enhanced premium TV service tailored for shared community spaces.
To ease 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, making the switch simple and familiar.
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
June 11, 2025
Based on interviews with Mike McCrae, Senior Manager, Information Technology, Silvera for Seniors, and Sam Okojesu, Project Manager at Moby