CanLift deploys people-first AI to accelerate support, optimize fleet, and improve service in Canada's MEWP rental industry

CanLift integrates AI across MEWP rental operations to speed response and reduce downtime

Burlington, ON - CanLift Equipment Ltd. has rolled out artificial intelligence across customer support and internal workflows, becoming one of the first in Canada's MEWP rental sector to do so at this scale. The move lands as the Canadian Rental Association projects construction rental in Canada to grow four percent in 2025 to $6.6B. Source

What improved for customers

• 24/7 AI support: Clive (CanLift Intelligent Virtual Expert) now handles online inquiries with instant replies, removing wait times for basic requests.
• Smarter call routing: AI routes phone calls to the right team faster, improving response time and reducing missed calls.
• Operational outcomes: Faster quote turnaround and less downtime for rental customers.

Inside the operation: AI that supports people

CanLift formed an employee-led "AI Club" to identify high-impact use cases and share practical wins. The team built several custom GPTs to optimize fleet allocation, prioritize urgent repairs, and improve cash flow management.

Impact is showing up in day-to-day metrics: faster collections in accounts receivable, quicker service calls, and more accurate dispatching. The Company also uses AI-generated video to expand training and onboarding, making knowledge transfer faster and more consistent.

Paul Cavert, Rental Coordinator at CanLift, notes that the team leaned into AI to remove repetitive work and increase engagement-rather than treating it as a threat to jobs. Staff had a direct hand in selecting and implementing tools, which helped adoption and morale.

"Our AI innovation is empowering people, not replacing them. The industry relies on individual knowledge, which AI cannot replicate. Combining AI with our team's expertise allows us to serve customers more effectively than companies that haven't adopted these tools. We've done this while staying true to our people-first culture that earned us a Great Place to Work® certification," says Ryan Fitzgibbon, Director of Technology and Marketing at CanLift.

Playbook for operations leaders

• Start at the edges: Tackle high-volume, low-complexity interactions first (web chat, call routing). Define baselines for first-response time, missed call rate, and quote cycle time.
• Create an internal AI forum: Form a cross-functional "AI Club" to surface use cases, standardize prompt libraries, and share weekly wins.
• Build light-weight assistants: Use custom GPTs for asset allocation, maintenance triage, and AR workflows. Keep humans in the loop for validation.
• Codify knowledge: Convert SOPs into short AI-generated training videos and micro-guides. Update them as processes change.
• Set guardrails: Establish QA checks, data-access controls, and clear escalation paths for exceptions.
• Measure and iterate: Review KPIs weekly, retire low-value automations, and expand the ones that move the needle.

KPIs that tell you it's working

• Web first-response time and chat resolution rate
• Call connection time and missed call rate
• Quote turnaround time and win rate
• Dispatch accuracy and technician utilization
• Time-to-repair and rental uptime
• AR days sales outstanding (DSO) and collection cycle time
• Customer satisfaction post-interaction

Culture and retention as force multipliers

CanLift's Great Place to Work® culture made adoption smoother. Investing in employee input and skill development helped the Company roll out tools that teams actually use-and keep using-under real operational pressure.

What's next at CanLift

The Company plans to extend AI into predictive maintenance and personalized rental recommendations to drive even greater efficiency and value for customers.

If you're building team capability around AI use cases like custom GPTs and automation, explore curated learning paths by role: AI courses by job.

About CanLift Equipment Ltd.

Established in 2009, CanLift Equipment Ltd. rents, sells, and services aerial lift and material handling equipment from top manufacturers like Genie, JLG, and Skyjack. Headquartered in Burlington, Ontario, with a second branch in London, CanLift is one of the largest independently owned lift equipment providers in the province. For more information, visit canlift.ca.