Building a Business Rooted in Hope, Care, & Community
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Key Takeaways:
- Built with purpose: A mission-driven agency rooted in compassion and giving back
- Upgraded to modern tech: Streamlined workflows, eliminated duplicate data entry, and enabled scalable growth with a flexible platform
- Empowered teams: Intuitive tools improved scheduling and day-to-day efficiency
- Trusted partnership: Responsive support ensured a smooth transition
- Refocused on care: Less admin work, more time for clients
When Ethan Martin’s family came to Canada from India in 1993, his parents started over from scratch. They worked as janitors, steadily building a life through resilience and determination. Years later, in 2011, both of Ethan’s parents lost their jobs at the same time. Faced with uncertainty, they had a choice: open a local coffee shop or invest everything into something that could truly help people.
His mother chose care.
Drawn to the mission and vision of Comfort Keepers – supporting people during some of the most vulnerable moments of their lives – she decided to franchise the Vancouver location. For her, this wasn’t just a business opportunity. Ethan said his family “chose Comfort Keepers specifically because they liked the mission and the vision. It’s trying to help people at their lowest and trying to help give them hope.” It was a way to contribute meaningfully to the community, bring hope to families at their lowest points, and build something that mattered. That decision laid the foundation for a family-run agency centered on compassion, dignity, and service.
The Challenge: Outgrowing a System That Limited Their Potential
As the agency grew, so did the complexity of running it. For more than 15 years, they used a legacy software that, while functional in some areas, felt outdated and rigid. The platform required repetitive data entry across multiple locations – entering information once for internal records, again for caregivers, and again for clients. It was time-consuming, inefficient, and most importantly, it took valuable time away from focusing on people.
The system also lacked a modern, intuitive interface and didn’t fully reflect the real-world needs of a home care agency. When their franchise network began evaluating new platforms, they needed a solution that worked for agencies of all sizes – from smaller operations to those delivering thousands of hours of care each month. They needed technology that supported their mission, without slowing it down.
The Solution: Technology That Supports the Mission
In late 2023, Comfort Keepers Canada transitioned to AxisCare. Data migration took time, and change is never easy – especially after 15 years on one system. But from the start, the team could feel the difference.
What stood out most:
- Streamlined onboarding processes – Client and caregiver onboarding became easier as plans of care connected directly with ADLs and other records, eliminating duplicate data entry.
- Logical, user-friendly scheduling – Schedulers quickly embraced the intuitive layout and powerful filtering capabilities.
- A modern, approachable interface – The updated look and feel reduced overwhelm and made daily tasks more manageable for both administrative staff and caregivers.
- Responsive partnership and support – When unexpected challenges arose – including urgent transitions within the broader franchise network – AxisCare’s team responded quickly, troubleshooting issues and providing hands-on assistance.
For Ethan and his team, the difference wasn’t just technical – it was operational and emotional. AxisCare didn’t just feel like new software; it felt like a partner that truly understood the heart, complexity, and responsibility of home care.
The team has also valued the partnership and responsiveness of the Customer Success team. As Ethan shared, “Our Customer Success Manager is always happy to jump on a call and even go into our site to help troubleshoot whatever issues I’m having. Just the other day, he helped me resolve a signature request, get our care agreements working properly, and ensure our caregiver policies were accessible in the app. He’s very accessible and makes it easy to fix issues.” This hands-on, responsive support has given the team added confidence, knowing help is always just a call away.
The Results: Stronger Systems, Stronger Care
While the agency is still refining processes and formalizing new workflows, the impact has been clear. Data entry is no longer duplicated across multiple areas. Teams input information once, and the system makes it accessible where needed. Schedulers move more confidently throughout their day. Caregivers find the mobile app straightforward and less overwhelming. Administrators have greater confidence in their ability to track and report on performance in the future.
Perhaps most importantly, the platform supports what matters most: delivering quality care. Whenever questions arise, AxisCare’s support team responds quickly, resolving issues and minimizing downtime. That responsiveness reinforced trust and strengthened the partnership.
“Our Customer Success Manager is always happy to jump on a call and even go into our site to help troubleshoot whatever issues I’m having. He’s very accessible and makes it easy to fix issues.”
– Ethan Martin, Comfort Keepers
Today, Comfort Keepers Canada operates with a modern, scalable system that supports their continued growth – without losing sight of why they began. Because at its core, this agency was never just about running a business. It was about helping people, showing up for families in vulnerable moments, and creating hope when it’s needed most. And now, they have the tools to continue doing exactly that – with confidence.
Technology That Supports Your Mission
When your tools work seamlessly, your team can focus on what truly matters – caring for people. See how AxisCare helps agencies operate more efficiently, scale with confidence, and deliver exceptional experiences for clients and caregivers alike. Schedule a demo today to explore what’s possible.
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