ServiceMaster of Ottawa – Case Study

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ServiceMaster of Ottawa – “An invaluable partner.”

Background

ServiceMaster of Ottawa is a disaster restoration and cleaning company that must respond quickly when disaster strikes. They needed reliable 24/7 coverage so emergency calls would always reach the right people. 

On Call Centre answers emergency calls around the clock, uses custom scripts to triage situations, and sends text and email notifications to staff. The result: Calls are qualified, prioritized, and escalated fast – so teams spend more time on-site, not on phones. Managers get a clean trail for every incident.

“On Call understands our business needs and adapts to ensure that urgent service calls are handled promptly.“
— Lisa Brennan, Operations Leader

Client & Context

Client:              ServiceMaster of Ottawa (svmottawa.ca)
Industry:          Disaster restoration and cleaning services
Regions:          Ottawa, Ontario
Client Since:   2000

Challenge

Colonnade Bridgeport manages a diverse mix of properties across several regions and time zones. They needed:

  • ServiceMaster depends on fast response to emergency restoration requests at any time of day or night.
  • Needed reliable 24/7 after-hours coverage for emergency calls.
  • Required a way to prioritize urgent issues and route them correctly.
  • Wanted to reduce delays and missed responses in high-pressure situations.

On Call Solution

  • 24/7 emergency coverage with all after-hours calls answered live.
  • Custom scripts to separate emergency situations from standard inquiries.
  • Clear rules for how and when to escalate cases.
  • Text and email notifications to the right staff at the right time.
  • A dedicated client specialist for schedule updates and issue resolution

Results & Impact

  • Faster response to emergency service requests.
  • Reduced missed or delayed calls during off-hours. 
  • Improved internal communication and scheduling. 
  • A trusted long-term partnership built on reliability, flexibility and a partner who understands emergency workflows.

“On Call understands our business needs and adapts to ensure that urgent service calls are handled promptly. Their team’s professionalism and flexibility make them an invaluable partner for our 24/7 operations.”
— Lisa Brennan, Operations Leader, ServiceMaster of Ottawa