Summary
When Texada Software merged with Uptake Technologies, they gained more than talent and tech, they inherited complexity. Multiple regional phone systems, inconsistent support experiences, and scattered data threatened their ability to scale effectively. The solution? CloudTalk. With seamless HubSpot integration, flexible call routing, and real-time Slack alerts, Texada turned disjointed global communications into a tightly orchestrated customer support engine.
About Texada Software
Texada Software pioneers next-gen SaaS solutions for Equipment Rental & Dealerships. Their cloud platform helps companies manage the entire lifecycle of their operations — from quoting and selling, to servicing and renting heavy equipment.
With offices and customers across North America, Europe, and APAC, Texada is on a mission to digitally transform the equipment industry through smart, connected workflows.
Problem
A New Beginning for a New Business
But as the company scaled — and especially after merging with Uptake Technologies — it faced a critical challenge: how to unify global communications under one support strategy.
When private equity brought two fast-growing companies together under the Texada name, their tech stacks didn’t match. Especially not when it came to voice. The new company needed a global solution. A calling platform that could replace the patchwork and become a true pillar of their customer experience stack.
We’re building something unique, a unified platform for sales, service, and rental — all stitched together. That’s a rare thing in our space.
We had a different phone system in every region. In Australia, it was M-Voice. In North America, we ran a 3CX instance. In parts of Europe, support calls were literally going straight to someone’s mobile. It was not sustainable.
Evaluation
The Search for Simplicity — and Integration
With HubSpot already chosen as the company’s core CRM and support ticketing platform, the team went looking for a phone solution that could do two things: integrate natively with HubSpot, and support a distributed global team.
Stephen and his team evaluated several providers — including Aircall and continuing with 3CX — but found themselves drawn to CloudTalk’s clean integration and future-ready design.
We were committed to HubSpot to get us a full 360-degree view of our customers. But we needed our calls, recordings, and customer interactions to live there too. That’s what led us to CloudTalk.
CloudTalk was just a better fit. The integration worked the way we needed it to, and it felt like a solution we could build on.
Solution
From Fractured to Fully Connected
What followed was a total transformation of Texada’s global call infrastructure. CloudTalk didn’t just replace their old phone systems; it created a new operational foundation across the globe.
Using CloudTalk’s time-based routing and call flow designer, Stephen mapped incoming calls to the right teams based on region, time zone, and availability.
We’ve now got over 20 phone numbers consolidated into a single CloudTalk call flow. Regional toll-free lines, local support numbers, it’s all unified.
The call flow designer is powerful but easy to manage. We’ve set up our call flows so customers get the right person, in the right place, at the right time. That level of control has changed everything.
Texada’s support agents (11 in total) now work more efficiently, with fewer missed calls and better visibility into queue status. And it’s not just the support team using CloudTalk.
More Than a Call Center
With the CloudTalk + HubSpot integration as the foundation, Stephen added a layer of Slack-based automation to make the whole operation more responsive.
This real-time feedback loop has helped the team stay alert, responsive, and fully in sync without being chained to dashboards.
We’ve extended it to finance and sales, too. We’ve set up dedicated lines and queues for individuals and small teams. It’s flexible enough to adapt to different roles.
We use CloudTalk’s workflow builder to trigger Slack notifications through a middleware called Pipedream. If a caller enters a queue, we get pinged. If they’ve been waiting more than a minute, we get pinged again. If they leave a voicemail, we know immediately.
Another unexpected win? CloudTalk’s missed-call callback feature.
Results
Better, Unified Reporting
The biggest outcome for Texada has been clarity and control. Before CloudTalk, tracking call activity across regions was nearly impossible. Now, everything is visible in HubSpot — where the rest of the customer journey already lives.
Our call volume is not that high, but it’s about being there when it matters. CloudTalk helps us do that without being tied to a desk all day.
Customers love it. If they miss us, the system automatically calls them back and connects them to a live agent. It feels proactive, and customers notice.
Before, we had scattered data or no data at all. Now we have one unified view, and it’s inside the system we already use every day. That’s made us better, no question.
Takeaway
For Texada, CloudTalk wasn’t just a tech upgrade. It was an enabler: of better support, tighter operations, and a more scalable future.
What CloudTalk has really done is let us simplify, and still scale. That’s rare. It doesn’t just work, it’s a key part of our operations.
