COHM Legacy
05/26/2025
Studies have shown that providing engaging content during wait times can help in reducing the perceived wait time for patients
Celebrating Over 40 Years: COHM’s Legacy in On-Hold Marketing
Since 1983, Commercial On Hold Marketing Inc. (COHM) has been committed to helping businesses elevate the customer experience through professional on-hold messaging. Founded in Ottawa, Ontario, COHM emerged as one of the first companies in Canada dedicated solely to the craft of on-hold communication. Over four decades later, we remain one of the longest-operating companies in this space, adapting to evolving technology while keeping our core values rooted in clarity, quality, and client-first service.
This post offers a factual look at our history, backed by official documentation and a historic news article that highlighted our early innovation in the telecom and marketing space.
How It All Began | COHM Legacy
The early 1980s marked a pivotal shift in telecommunication. Businesses were starting to explore ways to enhance their telephone systems—not just for functionality but also for branding. It was during this time that our founder, Brian Lauzon, identified a simple but powerful idea: the time customers spent on hold could be used as a valuable marketing and informational tool.
What started in a home recording booth quickly evolved into a structured service offering. COHM began creating custom voice recordings and music productions that played while callers waited on hold. Back then, we mailed cassette tapes to clients who would install them in specialized hardware connected to their phone systems. The idea caught on quickly—clients appreciated how it made their businesses sound more professional and kept callers engaged instead of frustrated.
Making Headlines in 1987
By 1987, the concept of on-hold marketing was still new to many, but it was catching media attention. That year, COHM was featured in the Ottawa Citizen for its groundbreaking approach to business communication. The article profiled Brian Lauzon and the growing demand for professional audio services that could turn silence into a meaningful customer experience.
At the time, the service was considered innovative, even a little unconventional. But the results spoke for themselves. Businesses that used COHM noticed an improvement in caller retention and overall customer satisfaction. The coverage helped validate the industry and marked COHM as an early leader.
A scanned image of this article is included below for historical reference.
Verifying Our Origins: Canadian Business Registry
To confirm our long-standing presence in the industry, COHM is listed in the Government of Canada’s business registry. The registry shows that Commercial On Hold Marketing Inc. was federally incorporated in 1983 and has remained in good standing ever since. Our consistent operation over four decades speaks to our reliability, reputation, and ability to evolve with changing times.
You can view our official registry information here.
What Has Changed—and What Hasn’t
The world of audio production has come a long way since cassette tapes and analog phone systems. Today, COHM offers digital delivery, streaming options, and natural speech IVR recordings compatible with modern VoIP systems. We also integrate AI where appropriate, helping clients scale their messaging while keeping it personalized.
Despite all this change, our commitment to service has stayed the same. We still write every script with care, use professional voice talent, and take time to understand the unique needs of each client. Whether you’re a small local clinic or a national retail chain, our goal is always to make your brand sound its best.
Why Longevity Matters
In an industry that’s constantly changing, staying in business for over 40 years is no small feat. It means weathering economic downturns, adapting to new technologies, and building long-term relationships with clients. It also means doing the right thing—even when it’s not the easiest or cheapest option.
We believe our longevity is the result of consistently doing good work, treating our clients with respect, and remaining curious about what’s next. It’s something we’re proud of, and something we think is worth sharing as we look to the future.
Where We’re Headed
As we continue serving clients across Canada, we’re exploring new ways to deliver our services. From building out a secure AI voice platform to offering subscription models that make professional messaging more accessible, we’re not standing still. Our team remains small, experienced, and focused on quality over volume.
We also continue to invest in our relationships—because while technology evolves, the heart of good service never changes. People still value feeling heard, respected, and supported. That’s what COHM is here to do.
About Brittany Lauzon
In recent years, COHM has entered a new era under the leadership of Brittany Lauzon, daughter of founder Brian Lauzon. Brittany officially took over operations in 2012, continuing the family legacy while leading the company through a period of innovation and growth. As a second-generation entrepreneur, she brings a blend of tradition and forward-thinking vision to the company.
Her deep roots in audio production, combined with a strong focus on customer service and emerging technology, have helped COHM stay relevant in a rapidly evolving industry. Brittany has been recognized for her leadership and dedication to small business success, including a recent profile by Canvas Rebel that explores her journey, values, and vision for the future. You can read the full interview here.
In 2023, Brittany expanded her entrepreneurial journey with the launch of Outcast Media—a grassroots media platform that highlights small businesses, underrepresented voices, and community change-makers through podcast storytelling. This new venture reflects her passion for authentic communication and giving people a voice, while also showcasing her dedication to meaningful, community-driven content.
Under her leadership, COHM continues to offer personalized, high-quality audio branding solutions that help businesses make a lasting impression—one phone call at a time.
A Note of Thanks
We wouldn’t be here without the trust of our clients, the dedication of our team, and the vision of our founder. We also thank the Ottawa Citizen for covering our story back in 1987, and the Government of Canada for keeping reliable business records that help validate company history.
As we near our official Wikipedia debut, we hope this article serves as a clear and transparent look at who we are, where we came from, and why we continue to do what we do.
Here’s to 40+ years—and counting. COHM legacy continues!
Commercial On Hold Marketing Inc. (COHM) | Est. 1983 | Proudly Canadian and independently owned.
See full newspaper article here:
