Case Study: STARS enhances emergency response operations with Awaken Synergy

Awaken helped STARS handle crisis response services

STARS, a helicopter air ambulance program serving remote communities across Western Canada, needed a flexible way to support its emergency communications centre and lone-worker response services. Its team struggled to find a traditional CAD or CRM system that could handle the diversity of client needs, custom workflows, and multiple external systems involved, so it turned to Awaken and its Synergy call scripting solution.

Awaken implemented Synergy and Dispatch to connect STARS’ agents with ArcGIS, FME web services, SQL databases, phone systems, and other data sources within a unified desktop. The solution streamlined call handling, data enrichment, mapping, and call-out workflows, helping STARS manage 146,304 calls in 2020, with 113,400 supported by Awaken’s systems, while improving speed, reliability, and 24/7 operational resilience.

STARS

Kevin Hatch

Technology and Systems Strategist