Hazelview Properties – Case Study

Background

Hazelview manages a large portfolio of residential properties and wanted to improve both resident support and operational insight. After-hours calls needed a human, fast – without waking staff for non-urgent issues.

On Call Centre provides round-the-clock resident support, triage, and reporting that helps Hazelview see patterns and improve operations. The result: better resident experience, quicker issue resolution, happier staff, and more data to guide decisions. 

“Working with On Call has been a game-changer for Hazelview Properties“
— Robert Wesely, Manager of Resident Experience

Client:             Hazelview Properties (hazelviewproperties.com)
Industry:         Multi-residential property management
Regions:         Ontario, Quebec, Western Canada Scotia, New Brunswick,
Client Since:  2020

• Residents needed help beyond regular office hours.
• Urgent issues had to be handled quickly and consistently.
• Leadership wanted to use call data to spot trends and improve operations across properties.

• 24/7 call handling so residents can always reach a live person. 
• Clear triage to route issues to the right Hazelview staff. 
• Strong feedback loop with Hazelview when patterns or recurring issues appear. 
• Reporting on call volume, issue type, and trends across properties. 
• Analytics upgrades to make it easier to see trends by property, time of day, and issue type. 

• Improved resident satisfaction thanks to consistent 24/7 access to help.
• Faster resolution of issues and fewer unnecessary wake-up calls thanks to better triage and routing.
• Greater operational insight, enabling better resource allocation and proactive fixes. 
• Support for innovation, with Colonnade acting as a beta client for new platform features
• A stronger competitive position in markets where service quality matters. 

“Working with On Call has been a game-changer for Hazelview Properties. Their 24/7 coverage and responsive team give us peace of mind knowing our residents are supported at all times. We’ve been able to triage calls efficiently and resolve issues quickly, which is a competitive advantage in our industry. The team is proactive, and we’re excited about the upcoming analytics upgrades that will help us leverage call data even more effectively.”
—  Robert Wesely, Manager of Resident Experience, Hazelview Properties