Summary
Aira replaced siloed sales and support systems with CloudTalk, creating a single customer journey from the first call to long-term service. With call automation, CRM sync, and SLA-triggered workflows, the team improved outbound efficiency, reduced missed calls, and gained full visibility across every stage of the customer lifecycle.
Scaling Fast Without Losing Sight of the Customer
Aira is building a new kind of energy business — and reinventing customer engagement along the way. When their sales operation took off, they chose CloudTalk to power their outbound calling. But they quickly realized the platform could do more: automate support, close feedback loops, and stitch together the entire customer journey.
About Aira
Aira is on a mission to reduce global CO₂ levels by 2%. What began as a think tank has since grown into a full-stack climate tech company — designing, building, installing, and servicing heat pumps across Europe. With funding secured and momentum building, Aira is now in its hypergrowth phase.
We spoke with Marc Peace, who joined Aira after years in backend development, project management, and business analysis. He now leads cross-functional operational systems at Aira, helping scale its customer journey across every stage — from sales to installation to long-term support.
We’re now collecting the entire customer journey of data in one place — from the first sales call to installation and long-term support.
Problem
Fragmented workflows, missed opportunities
When Aira launched, they had one goal: reach customers. But building a brand-new vertical from scratch meant creating both demand and delivery systems in parallel.
We’re doing basically a whole new vertical. No one’s quite done this entire thing before. And reaching customers is expensive and laborious.
At first, they used CloudTalk purely for outbound sales. But when sales volume surged, a new problem emerged: they didn’t have the right tools or workflows to support those new customers.
It was a surprise. We’d focused entirely on sales — then realized we had to support it, too.
That exposed a deeper issue: siloed systems. Sales and support weren’t connected. Data from one part of the journey didn’t carry over to the next. And without unified visibility, calls got missed, leads went stale, and agents lacked context.
Evaluation
A platform that could scale with every team
The Aira team had already seen CloudTalk work well for outbound calling — but now they needed more. They needed a unified, scalable solution that could support the full customer lifecycle and multiple departments.
Key requirements included:
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Power dialer with real-time lead prioritization
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Inbound caller recognition with CRM data
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Call flow automation for missed call handling
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API access and data exports for operational insight
Solution
Connecting every call, across every team
Aira rolled out CloudTalk across their growing team — not just for sales and support, but for installation, planning, and other departments.
Calls that ring in now pull up their CRM record instantly, so we know exactly who they are. And if we don’t recognize the number, agents can run a custom playbook to verify the caller and update their record.
What began as a tool for outbound calling is now the backbone of Aira’s entire communication strategy — one platform, powering every conversation.
It’s a really good partnership. Because we’re not just using CloudTalk — we’re shaping how we use it to increase sales.
Key capabilities include:
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Power Dialer with CRM integration: for smarter outbound sales and real-time lead prioritization
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Caller recognition: agents instantly see customer profiles and ticket history
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Call flow automation: missed calls trigger tickets with SLAs, reducing customer drop-off
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API and data exports: full visibility into call volume, patterns, and process gaps
Results
From siloed tools to seamless journeys
With CloudTalk fully implemented, Aira now has a customer communication system built for scale:
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Fewer missed calls thanks to automated ticket creation and SLA tracking
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Better caller context with instant CRM pop-ups for inbound calls
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Smarter sales targeting by dynamically updating lead lists and call priorities
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Connected teams using one system across the entire customer lifecycle
We want the whole customer journey in one place. From the first call to long-term support — and everything in between.
Takeaway
Built to scale, with real partnership
By integrating CloudTalk into both outbound and inbound workflows, Aira didn’t just improve efficiency — they created a stronger, more data-rich customer experience. And as they scale into new markets, CloudTalk is ready to scale with them.
Your support is fantastic. Even out of hours, I can get someone through chat. If it’s bigger, I get a ticket, an email — and it’s followed up on. That’s something you can’t fake.
