IC-360 Solutions – Case Study

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, in English and French, 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

Client: IC 360 Solutions (ic360.ca)
Industry: Managed IT services / Software and Data Analytics
Location: Ottawa and Toronto
Client: Since: 2022

When they brought on Jennifer Purdy as Manager of Corporate Services in 2021, she quickly discovered that the phones never stopped ringing. At the time, IC 360 had just five people on the team — nowhere near enough to provide 24/7 coverage. Every missed call risked losing a chance to help clients.

Even as the company grew to 18 team members, the reality remained the same: there simply wasn’t the bandwidth to answer every call around the clock. They also wanted better call data to support operational decisions.

“Even with a bigger team, we still don’t have the ability to answer every call,” Jennifer explained. “That’s where On Call Centre has been very, very helpful in ensuring that we don’t lose customer calls.”

The decision to partner with On Call Centre was driven by experience and trust. IC 360’s owner had worked with them before and knew the value they brought. For Jennifer, it was the right choice:

“On Call provides a service that is worry-free for us. We can count on them to do the job they’re being paid to do without oversight.”

With On Call managing the phones, IC 360’s team could focus on what they do best — delivering high-quality IT support — while knowing their clients were always looked after.

On Call provides:

• 24/7 live answering for client calls. No request is left to voicemail after hours
• Custom scripts that match IC 360’s support process and tone of voice
• Urgent call handling and alerts for time-sensitive issues
• Flexible call flows. If it can be scripted, On Call can handle it
• Fast changes to processes, from updating scripts to adjusting how calls are routed
• Call logs and data that give IC 360 better insight into call volume and patterns

• No more worrying about missed calls — every client call is answered, day and night
• Fewer interruptions for the internal team, who no longer have to drop everything to catch an inbound call
• Stronger client experience, because calls are handled quickly and consistently, and bilingual response is standard on every call
• Peace of mind for leadership, knowing the phones are covered, and staff will only be contacted after hours for true emergencies

IC 360’s experience with On Call Centre has been defined by responsiveness, reliability, and flexibility. Whether it’s urgent call handling, setting up alerts, or preparing scripts to streamline support, the partnership works seamlessly:

“Sometimes my team asks, ‘Is this possible?’ And now I know the answer: if it can be scripted, On Call can do it.”

Requests are handled without delay, from pulling call logs to adjusting processes. “We don’t let issues linger,” Jennifer said. “We bring them up, and they’re addressed right away. On Call provides a service that is worry-free for us. We can count on them to do the job without oversight. They’re reliable and always there for IC360 — exactly what we need.”

• 24/7 live coverage means there is no need to staff phones around the clock
• On Call is a trusted extension of the internal IT team, not just a generic answering service
• Scripts and processes fit IT support models and client expectations
• Quick response to change requests, from call handling to reporting
• Peace of mind that every client call is answered, even as the business grows
• Room to grow the partnership, including potential use for marketing lines and client satisfaction surveys

Beyond the technology and processes, Jennifer values the human side of the partnership. She describes every interaction with the On Call team as uplifting:

“Every time I get off the phone, I’m just smiling. The experience has been phenomenal — they feel like a seamless extension of our team.”
— Jennifer Purdy, Manager of Corporate Services

It’s this blend of reliability, responsiveness, and warmth that makes On Call an integral part of IC 360’s success.