Priority Restoration – Case Study

Priority Restoration is a 120-person, 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. On Call Centre now handles after-hours calls, triages urgent issues, and updates demanding client accounts quickly. The result: 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

Client: Priority Restoration (PriorityRestoration.com)
Industry: Emergency building restoration
Location: Winnipeg
Client: Since: 2021

• Their previous call centre struggled to keep up with after-hours emergencies
• Limited live support after hours led to slower response times
• Emergency after-hours calls were often delayed, causing frustration and operational inefficiencies
• The office manager had to spend time double-checking updates and chasing follow-ups instead of running operations

After researching call centres, Priority Restoration partnered with On Call Centre. Now they have:

• 24/7 live agents providing real-time, responsive support for urgent issues
• Clear scripts to triage issues like floods and heating failures
• Fast updates to scripts and client instructions
• Calls are properly answered, documented, and routed, allowing staff to focus on operational priorities without constantly following up
• Support for multiple client accounts and changing workloads as the business grows

“On Call isn’t just a service; they’re a partner that allows us to focus on what matters—responding to our clients’ emergencies quickly and effectively.”

• Faster response times for urgent incidents
• Enhanced trust and communication with a direct relationship to On Call’s client relations team
• Reduced operational stress: Jen, as Office Manager, no longer spends hours double-checking updates or chasing follow-ups
• Scalable support: OnCall’s system accommodates multiple client accounts efficiently, supporting Priority Restoration’s growth and complex emergency needs

“We’ve been with On Call Centre for a few years now, and it’s been such a relief. The service is fast and reliable. In our line of work, everything is urgent — from burst pipes to major flooding — and knowing that we can rely on On Call makes my job so much easier. 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, Priority Restoration