How Call-Backs Improved CX for Canada’s Largest HVAC Provider

May 28, 2019

Toronto, ON – May 28, 2019 – Fonolo, the leader in cloud-based call-back solutions for the modern contact center, announced today its first featured client success story of 2019: Reliance Home Comfort. The Canadian HVAC full-service company has successfully implemented and utilized Fonolo’s innovative call-back solution to improve its customer experience. By introducing call-backs into its existing Avaya call center systems, Reliance Home Comfort saw an improvement in customer satisfaction, an increase in positive customer feedback, and a reduction in abandon rates.

Serving more than 1.8 million homeowners, businesses, and homebuilders across Canada, and handling approximately 160,000 calls per month, Reliance Home Comfort strives to answer every customer call and support customers with all of their queries. 600 agents support customers across Canada in sales, service, billings, moves, escalations, and loyalty via omni channel communications. Serving such a wide audience with a diverse array of complex problems may lead to long hold times, dropped calls, and ultimately, a poor customer experience.

Since implementing Fonolo’s call-back solution, Reliance Home Comfort has seen a considerable reduction in abandon rates. In addition, the customer feedback has markedly improved and is now overwhelmingly positive. With Fonolo’s call-back solution now giving Reliance clients the option to receive a call-back instead of waiting on hold for an undetermined amount of time, its customer satisfaction has transformed. Now, Reliance Home Comfort is able to service all customers when it is most convenient for them, especially during peak periods.

“At Reliance, we continually strive to provide our customers with an optimum experience,” said Virag Solanki, Leader, Reliance Teleservices. “During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call-back rather than waiting in queue. We look forward to our continued partnership with Fonolo.”

“We’re excited to be a part of Reliance Home Comfort’s contact center strategy, and proud of how it has dramatically improved customer satisfaction,” said Shai Berger, CEO, Fonolo. “Our mission at Fonolo is to make it easy for call centers to add features like call-backs with minimal effort.”

You can access a full copy of the success story here.


About Fonolo

Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

About Reliance Home Comfort

Trusted by more than 1.8 million homeowners, businesses, and builders across Canada to deliver year-round home comfort solutions and peace-of-mind, Reliance Home Comfort is one of Canada’s largest providers of heating, cooling, water heaters, water purification, plumbing and protection plans.

Media Contacts:


Reliance Home Comfort:

Mike Kolatschek,
Manager, Corporate Communications
Phone: 416-499-7462

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