Customer story

Unifying Global Support and Streamlining Customer Ops

Name: Unifying Global Support and Streamlining Customer Ops - CloudTalk
Brand: CloudTalk

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.

What did Texada Software achieve with CloudTalk?

20+

phone numbers unified

agents supported

Improved

call routing and visibility

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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.

We’re building something unique, a unified platform for sales, service, and rental — all stitched together. That’s a rare thing in our space.

Stephen Cavanagh, Director of Support & Services

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.

A New Beginning for a New Business

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.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

Stephen Cavanagh, Director of Support & Services

More Than a Call Center

What makes CloudTalk especially powerful for Texada is how it fits into their broader operational ecosystem. With the CloudTalk + HubSpot integration as the foundation, Stephen added a layer of Slack-based automation to make the whole operation more responsive.

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.

Stephen Cavanagh, Director of Support & Services

This real-time feedback loop has helped the team stay alert, responsive, and fully in sync without being chained to dashboards.

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.

Stephen Cavanagh, Director of Support & Services

Another unexpected win? CloudTalk’s missed-call callback feature.

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.

Stephen Cavanagh, Director of Support & Services

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.

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.

Stephen Cavanagh, Director of Support & Services