Aspire is a fast-growing Singapore-based fintech running a customer care team spread across several countries. On their old platform, missed calls never created HubSpot tickets automatically, so agents tracked follow-ups by hand and managers flew blind on key metrics. After switching to CloudTalk and integrating it tightly with HubSpot, missed calls dropped 23%, ticket creation became fully automated, and QA work fell by 30-50%. The result: faster follow-ups, real-time visibility, and a multilingual support operation that finally runs on data instead of manual checks.
About Aspire
Aspire is a Singapore-headquartered fintech that runs an all-in-one finance operating system for modern businesses — business banking, expense management, and payments for SMEs, startups, and digital-first companies. Founded in 2018, it has grown quickly across Southeast Asia, serving clients in Singapore, China, and Hong Kong, with expansion into the UK and US underway.
Its customer care operation is distributed across several countries, handling both inbound and outbound support for a regional and international client base.
We spoke with Ayif Amrullah, Vendor Operations Manager at Aspire, about how CloudTalk helped the team cut missed calls, unify routing for a multilingual customer base, and bring sharper analytics into daily operations.
Challenge
When a Missed Call Leaves No Trace
Aspire’s care team ran on Aircall, but it had a critical gap: missed calls didn’t create HubSpot tickets automatically. Agents had to dig through logs by hand to find out which calls slipped and whether anyone followed up.
In the old platform, there was no automatic ticket creation. We had to manually check the logs to see which calls were missed and whether they were followed up. It made it difficult to track exactly how many calls we missed or managed to handle.
Without integrated reporting, even core metrics — abandonment rate, average wait time, agent availability — were hard to see. For a customer care team, that blind spot put satisfaction at risk.
Evaluation
HubSpot Integration Was the Dealbreaker
When Aspire went looking for something better, native HubSpot integration was the number one requirement. They needed missed calls to surface instantly so the right agent could pick up the follow-up.
We wanted to ensure there was native integration to HubSpot. That way, as soon as we see a missed call, we can flag the right agent to follow up.
CloudTalk checked every box: a smooth integration, fast setup, and bundled outbound minutes that added value on price. The results showed up almost immediately.
Solution
From Manual Checks to Automated Workflow
Switching to CloudTalk closed the gap that had been costing Aspire customers. Missed calls now create HubSpot tickets automatically, so no follow-up depends on someone remembering to check the logs.
Once we switched to CloudTalk, our missed calls dropped by 23%. That’s not just a number; that’s customers we’re able to connect with before it’s too late.
One Number, Three Languages
Aspire routes every call through a three-branch IVR that connects callers to English, Mandarin, or Cantonese-speaking agents. Supervisors watch live dashboards to see wait times, call volume, and agent status as it happens.
CloudTalk gives us real-time visibility. If we see something’s off — maybe a queue is building up or an agent is unavailable — we can jump in and solve it quickly.
AI That Does the Wrap-Up
AI Conversation Intelligence now summarizes calls automatically and flags sentiment for coaching and follow-up. Post-call admin that used to eat minutes per call is gone.
Post-call wrap-up used to take a lot longer. Now it’s all automated. We save about 5 minutes per call, and QA is 30 to 50% faster since we’re not reviewing everything manually.
Results
Fewer Missed Calls, Faster Everything
The switch from Aircall paid off immediately — starting with the metric that mattered most.
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23% fewer missed calls — immediately after switching from Aircall
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100% automated HubSpot ticket creation — no more manual log checks
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~5 minutes saved per follow-up — through AI-powered call summaries
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30-50% less manual QA work — from automated sentiment analysis and dashboards
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Multilingual IVR routing — across English, Mandarin, and Cantonese branches
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Real-time tracking — of wait times, abandonment rates, and agent availability
Before, we spent too much time figuring out what happened on a call. Now, we can see the key details instantly, and that means we can spend more time serving customers instead of tracking down information.
Why They Stayed
When their first contract ended, Aspire re-checked the market before renewing. They came back to CloudTalk.
We compared other vendors again, but CloudTalk still gave us the best mix of features, pricing, and regional support, especially with the HubSpot integration.
Takeaway
For Aspire, CloudTalk turned missed calls from an invisible problem into a tracked, automated workflow — and gave a multilingual, multi-country team the real-time visibility it never had before.
