Case Study: CMLS Financial achieves 81% customer satisfaction and streamlined, remote-ready service with Intermedia's cloud contact center

Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

CMLS Financial, Canada’s largest independently owned mortgage company, lacked a formal contact center and had little visibility into customer demand, channel preferences, or appropriate staffing levels. Needing to scale quickly, add agents, and support remote work—needs made urgent by COVID-19—the company sought a solution that offered autonomy, IVR customization, and fast deployment.

CMLS implemented Intermedia’s cloud-based contact center, enabling quick remote transition, added toll-free lines, and an email-queuing system that improved turnaround and reduced repeat calls. The result: customer satisfaction rose to 81% (up from 5% year-over-year), customer service emails dropped 45%, workflows became more efficient, and agents reported the platform was easy to use.

CMLS Financial

Tara Somerset

Managing Director