Case Studies Bayshore Home Health
The Challenge
Deliver consistent, first-rate client experiences from over 50 home care offices, 20 community care clinics and 8,000 employees across Canada.
The Solution
Engage Eclipse to provide a single point of contact for service, for all locations in the Bayshore network.
The Result
Fast, effective and consistently top-notch service responses, across the country.
How we helped
Canadian-owned and operated, Bayshore Home Health is the country's largest provider of home and community health care services, with more than 50 home care offices, 20 community care clinics and 8,000 employees.
Since 2006, Bayshore has been the recipient of an acclaimed annual award – one of Canada's ‘50 Best Managed Companies’. One of the keys to their success: their dedication to providing consistent service to their client-base, regardless of where in Canada those clients are located.
As Bayshore has expanded, delivering on that promise has meant addressing a wide range of technical challenges. Bayshore’s telecom network is primarily Nortel-based, consisting of BCM450s, BCM400s, and BCM50s, with a few Norstar Modulars and Compacts still in service. But no matter which system is on-site, enabling consistent service means equipping each and every location with the same capabilities. Looking for a technical partner to help make it happen, Bayshore’s Chief Information Officer, Leigh Popov, chose Eclipse: “The key factor with Eclipse was their recognized expertise in servicing companies with branch operations throughout North America. Eclipse has an unusually deep talent pool for a company of their size.”
The Eclipse difference
Eclipse’s technical expertise was clear from the start. But that was only one part of the story. An obvious commitment to customer service was another key factor for Leigh and Bayshore. “I could tell Eclipse was first and foremost a service company when I called them on a Saturday. We really needed some help, and they managed to address everything over the weekend.” Add to that the fact that Eclipse takes time to get to know each customer’s specific requirements. As Leigh puts it: “Eclipse has a solid understanding of how we want to operate, and their approach lines up well with our needs. They create a feeling of trust and reliability.”
Going above and beyond
What’s different about Eclipse? For Bayshore, says Leigh, “It’s about how they react when you call them on a Friday at 5pm with a problem. Eclipse is there for us, and more than willing to roll up their sleeves to get the issues resolved.” With Eclipse behind them, Bayshore has the telecom expertise and service support they need to deliver value to their clients country-wide. And that’s one of the keys to maintaining their first-class reputation, year after year.