Creating Clarity and Connection: Orillia’s Work Toward Centralized Customer Service
In Orillia, delivering good customer service has always mattered. But over time, it became clear to Council, senior leadership, and frontline staff that the experience residents were having didn’t quite match the standard they were striving for. People weren’t always sure who to call, messages sometimes went unanswered, and there were no consistent standards to help guide staff or track performance.
For a community that prides itself on personal, friendly service, the solution couldn’t be about cold efficiency. It had to be modernization with heart.
That’s where Perry Group came in.
The push for change started at the top, with leadership recognizing that service delivery needed to improve. Council members were hearing growing frustration from residents—they wanted more than “we’ll get back to you”.
The good news? Staff weren’t resistant to change. In fact, they were ready for it. They wanted a system that gave them clarity, support, and the ability to deliver the kind of service they knew the community deserved.
Listening First: A Ground-Up Strategy
Instead of bringing a prepackaged solution, Perry Group started by listening—across departments, facilities, and service areas. From the Opera House to City Hall, the library to the recreation center, we asked: What’s working? What’s getting in the way?
The answers shaped a tailored roadmap that respected the community’s small-town identity while introducing modern service practices.
In many cases, staff already knew what needed to change—they just needed a partner to validate, organize, and implement those ideas. By working with staff at every level, the team was able to create an environment of shared ownership, where change wasn’t imposed—it was co-designed.
Together, we:
Drafted a comprehensive set of service standards and policies
Outlined a phased approach to centralizing customer service through a contact centre model
Recommended how to leverage existing technology to support CRM functionality
Provided a full training curriculum to build service skills and shared expectations across departments
Offered mentorship for the incoming customer service manager to support a smooth rollout
Throughout all of this, the approach was collaborative, not top-down. Staff didn’t just get handed a new model—they helped shape it. And because of that, the strategy reflects what will actually work for Orillia.
Of course, no transformation happens overnight. Bigger pieces - like building out the centralized contact centre - are still in motion. But the groundwork is there. The right policies, processes, and tools are ready. And the commitment—from both staff and leadership—is clear.
What’s exciting is that Orillia is doing this in a way that reflects its values. They don’t want to lose their small-town feel. They just want to deliver that experience more consistently, more efficiently, and in ways that meet modern expectations.
At Perry Group, we’re proud to have supported them in that journey. And we’re looking forward to seeing how they continue to build on the strong foundation they’ve created—not just for the contact centre, but for a culture of service that spans the whole organization.