ICwhatUC fulfils vision of customer service without the long waits

Trouble with a garage door and the frustration of waiting for service prompted Guillermo Salazar to seek a better way to co-ordinate a number of repair situations.

The result was the launch two years ago — along with co-founders Luke Krueger and Danny Way — of a Calgary startup called ICwhatUC that is revolutionizing the way companies serve customers.

Salazar earned a finance degree at the University of Calgary’s Haskayne School of Business and since then has shown his appreciation for the school in his ninth year as a member of its management advisory committee and is past-chair of the Haskayne Alumni Board.

After graduation, he began a 21-year career in consulting, left PWC to start his own ERP firm and then sold Quatro Integration Group to Deloitte Consulting.

His entrepreneurial interests meant starting another company of his own, and Salazar set about finding a solution to the frustration of dialing into a call centre and then waiting at home all day and trying to verbally communicate a problem and then arranging to get it fixed.

The team tasked Calgary-based Bridgewater Labs to build what is the world’s first Augmented Reality (AR) customer video service that allows companies to see what their customers see in real time.

The result is that ICwhatUC is able to cut time between problem discovery and problem resolution; a tool that has allowed companies such as ATCO help reduce what used to be hours of wait time for their customers down to a current average of only eight minutes.

One of the first firms Salazar approached, ATCO took the bold, innovative step in October 2018 to test ICwhatUC, and in June of 2019 launched its new way of communicating with customers.