Building Connections: Key Moments from Our Recent Client Visits

At Comm100, we believe that exceptional service begins with understanding our clients’ needs firsthand. We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success.

That’s why our recent onsite visits to clients in Ontario were more than just meetings: they were an opportunity to strengthen relationships, share insights, and explore new possibilities for growth and collaboration.

Our team included:

• Elia Karimi, Applied AI Lead
• Anya Seeuws, Customer Success Manager
• Macauley Monaghan, Enterprise Account Manager

We visited a diverse mix of both private and public clients:

• Samfiru Tumarkin (ST) Lawyers
• York Region Transit
• City of Markham

Here’s a closer look at the insights, wins, and next steps that emerged from these impactful visits. 

Samfiru Tumarkin (ST) Lawyers — Simplifying Workflows and Scaling Growth

Samfiru Tumarkin Lawyers moved from LivePerson to Comm100 in 2024. Being one of Canada’s most renowned legal firms, they needed a tool that was not just reliable but could also keep their files and documents secure.

Since moving to Comm100, they have managed to streamline intake processes, reduce missed opportunities, and ensure consistency in client interactions. Their focus is now on internal bot expansion and voice integration to handle complex workflows.

Key Wins

• Generative AI has been a success, with the firm using robust database controls to minimize misinformation
• The flow builder makes it easy to implement system changes with no coding required
• Plans to expand bots to internal teams for multitasking and query management.

York Region Transit — Delivering Smarter Support for Transit Users

York Region Transit has made significant strides with live chat, offering fast, accessible support for mobility-related queries.

Having multiple avenues of support has helped improve the experience significantly, not just for their agents, but also for the residents of York.

Key Wins 

• Launch of live chat increased customer engagement and traffic without impacting call volumes
• Successful integration of reporting features to track performance and trends
• The use of Canned Messages to handle road, transit, and traffic-related inquiries has been a major success.

City of Markham — Pioneering AI Tools for Better Service

The City of Markham offers support through its website, phone, and email to its residents. It has been focused on integrating AI chatbots and agent assist features to modernize service delivery this year. 

With a strong foundation in live chat, our team visited their offices to discuss next steps involving implementing NLP-driven bots and generative AI tools to handle more complex inquiries.

Key Wins 

• Early success with AI chatbots and Agent Assist features
• Growing adoption of chat-based support for mobility and transit questions
• Deeper conversation analysis helps them uncover trends and address common queries.

Conclusion

At Comm100, we don’t just deliver software; we partner with organizations to fuel growth, innovation, and exceptional customer experiences. Across all four organizations, the demand for scalable, AI-powered solutions was clear.

The insights we gained during these visits will directly shape our 2024–2025 roadmap, and we remain committed to helping our clients achieve even greater success through innovative tools and hands-on support.

Whether it’s breaking down data silos, improving agent workflows, or expanding AI capabilities, Comm100 is ready to support businesses every step of the way.

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