Case Studies – Real Clients, Real Stories
Technology and Professional Services
IC 360 Solutions – “A seamless extension of our team.”
IC 360 Solutions is a managed IT services provider. By 2022, their growing team could not cover every call, missing opportunities to support clients.
On Call Centre now answers 24/7, follows clear scripts, and provides call data so IC 360 can make better decisions. The result: peace of mind, no missed client calls, and more focus on high-quality IT support.
“Every time I get off the phone with On Call, I’m smiling. The experience has been phenomenal — they feel like a seamless extension of our team.”
— Jennifer Purdy, Manager of Corporate Services
Property Management
Colonnade Bridgeport – “Streamlined Operations and Cost control.”
Colonnade Bridgeport manages commercial and residential properties in eastern Canada. They needed reliable 24/7 support for tenants and building operations, and clear reporting across regions. For 30 years, On Call Centre has handled tenant and operations calls around the clock, monitored elevator and pool lines, and integrated with Colonnade’s key systems.
“On Call has been an invaluable partner for our operations. Their team consistently delivers reliable, responsive service.“
— Ryan Moodie, Senior Operations Manager
Hazelview Properties – “24/7 coverage and responsive team give us peace of mind.”
Hazelview manages a large portfolio of residential properties and wanted to improve both resident support and operational insight. On Call Centre provided round-the-clock 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 OnCall has been a game-changer for Hazelview Properties.“
— Robert Wesely, Manager of Resident Experience
Trades and Services
Priority Restoration – “On Call makes my job so much easier.”
Priority Restoration is a Winnipeg-based emergency building restoration company. They respond to floods, fires, heating failures, and more, where every minute counts. Their previous call centre offered limited live support and slow response times. Emergency after-hours calls were often delayed, causing frustration and operational inefficiencies. With On Call Centre, they now enjoy faster responses, less stress for office staff, and a reliable system that keeps up with complex workloads.
“The system works seamlessly, and the team is responsive, which means I don’t have to constantly follow up or worry. It’s a real weight off my shoulders.”
— Jen Andrzejczak, Office Manager
ServiceMaster of Ottawa – “An invaluable partner”
ServiceMaster of Ottawa is a disaster restoration and cleaning company that must respond quickly when disaster strikes. On Call Centre answers emergency calls around the clock, uses custom scripts to triage situations, and sends text and email notifications to staff. 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 or business needs and adapts to ensure that urgent service calls are handled promptly”
— Lisa Brennan, Operations Leader
Health, Government, & Social Services
Children’s Aid Services / Valoris – “They adapt to our complex needs.”
Children’s Aid Society / Valoris is a multi-mandate social services agency. On Call Centre provides tailored 24/7 coverage, separates urgent from non-urgent calls, and adapts scripts as the work evolves. Protocols are followed to the letter and escalated quickly. Callers get compassion and clarity. The result: quick, accurate information, fewer missed urgent calls, smoother scheduling, and a partner that understands complex social service work.
“The On Call team understands the complexity of our work and adapts to meet our specific needs. Even when issues arise, they respond quickly and professionally. Their support allows us to focus on serving our community while knowing our after-hours calls are handled efficiently.”
— Agency Representative, Children’s Aid Society / Valoris
Township of Russell – “We never have to wait until the next business day.”
The Township of Russell is responsible for drinking water and sewer systems that must work around the clock. On Call Centre monitors for urgent issues, sends alerts and escalations, and keeps accurate records to support follow-up and compliance. Residents get live help and clear direction. Public works and services get accurate issues, routed to the right on-call contact, with logs for follow-ups.
“What really makes On Call stand out is the 24/7 aspect. When something goes wrong with drinking water or sewer systems, we need to respond immediately. On Call ensures we never have to wait until the next business day.”
— Matthew Gulliver, Technical Coordinator & Operator, Township of Russell
Testimonials
Team Harding has been partnered with On Call Centre for more than 20 years, and we couldn’t be happier with the service they have provided us since August 2000! They have been instrumental in assisting us with fielding after-hours calls from customers, handling inquiries ranging from emergency to non-emergency sales and service requests. Their care in providing us with rapid email confirmations after speaking to potential customers is also extremely vital, as it allows our staff to focus on quickly getting back to clients to discuss their needs and confirm appointment times. And by giving us copies of all the calls taken by the centre, we are able to monitor their work to be sure our customers are being taken care of properly, which they always are!
“Since 1993 On Call Centre has provided us after hours emergency call centre service and elevator and pool monitoring services. They ensure all of our emergency calls are dispatched ASAP to the correct site staff and that we are notified after, so that we can follow up with both our resident and our on-call staff to ensure the issue is fully resolved! On Call Centre has been an integral part in helping us achieve and maintain our goal of providing a great resident experience to all our residents!”
