Case Study: One Care achieves modernised communications and improved patient care with ipSCAPE

How ONE CARE modernised communications through ipSCAPE

One Care is a community healthcare provider in Ontario delivering home and community support services for seniors and people with disabilities. After their on‑premise phone system reached end‑of‑life, One Care needed a robust cloud contact‑centre solution with sophisticated inbound routing across services (personal support, home help, transportation, Meals on Wheels), centralised survey intake, remote working capability and minimal disruption during migration — requirements addressed by ipSCAPE’s cloud contact centre platform.

ipSCAPE implemented a feature‑rich cloud solution including advanced scripting and built‑in survey tools (replacing SurveyMonkey), IVR routing, detailed reporting and voicemail‑to‑email, enabling remote onboarding and wider hiring. The deployment reduced hold and handle times, cut costs by consolidating applications, improved reporting on busy periods for strategic planning, and gave One Care the flexibility to scale and add outbound and email management capabilities in future — demonstrating measurable operational gains with ipSCAPE.

One Care

Susan Underwood

Community Support Supervisor & Privacy Officer