STARS is an air ambulance contact centre. They provide 24/7 support for lone workers across four Canadian provinces – Alberta, Saskatchewan, Manitoba, and Eastern British Columbia.
In addition to this, they also manage patient care services for remote communities. Since 1985, they have conducted 45,000 missions and handled 146,000 requests last year alone.
The Challenges
STARS needed a solution to help agents manage diversity across their client base and to connect with various external systems.
They initially struggled to find a system in the contact centre or the public safety telecommunication space that met the diversity of their services or the customized nature of their Vigilant Emergency Communications Centre.
They chose Creovai Agent Workflow because they needed a system that would:
Provide Flexibility
STARS had previously used other systems before working with Creovai, but these lacked the flexibility to address the needs of their teams.
Connect to External Systems
STARS required a solution to help agents manage the diversity across their client base and reliably connect with various external systems.
Capture Essential Data
Another crucial requirement for STARS was a tool that came with the ability to capture essential data related to various emergency events.
Providing a Consistent Journey
Without overcoming the above (and other challenges), STARS found it difficult to provide their customers with a seamless and consistent journey during every call.
Solution
STARS made the decision to implement our dynamic agent guidance platform due to its flexibility, both in how it manages the agent experience and helps streamline connections.
Deployment made it possible to directly connect to ArcGIS Rest Endpoints, FME Web Services, SQL databases, telephone, and other data sources without building separate connectivity systems.
With 34 agents and various services, the structure of STARS contact centre has become increasingly complex with systems dependent on the functionality of one another.
It’s crucial the centre is online all of the time. Creovai has been integral in ensuring this and continues to play a role as processes evolve, meaning critically ill and injured patients across Western Canada receive the appropriate care.
This blog post has been re-published by kind permission of Creovai – View the Original Article
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About Creovai
Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions, elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence. Find out more about Creovai
Author: Creovai
Reviewed by: Rachael Trickey
Published On: 17th Dec 2025
Read more about - Industry News, Case Studies, Creovai
