Case Study: Mount Douglas Seniors Housing Society reduces after-hours overtime costs with Telelink

How Telelink helped Mount Douglas take back call control and save money on their after-hours maintenance costs

Mount Douglas Seniors Housing Society, a provider of affordable living for seniors, was facing significant challenges with after-hours nuisance maintenance calls. These disruptive calls were causing a rise in staff overtime costs, a serious financial concern that was exacerbated by a COVID-19 rent freeze. Seeking a solution, their Executive Director, Gail Caryn, turned to Telelink for its after-hours call answering service to act as a gatekeeper for tenant requests.

Telelink implemented a tailored call-flow solution to filter urgent and non-urgent maintenance issues. This resulted in a dramatic reduction in after-hours call outs, decreasing from 4.5 to 1.5 per week and generating a 40% cost savings. The solution also improved staff work-life balance, making positions easier to fill. Gail highlighted the value of Telelink's personal touch and the ability to review call recordings for resolving tenant disputes, ultimately contributing to a higher level of service and culture at Mount Douglas.

Mount Douglas Seniors Housing Society

Gail

Mount Douglas Seniors Housing Society