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Pure Tūroa

Pure Tūroa Omni-Channel Support

Service Used

Aircall Integration
HubSpot CRM Setup
Live Chat Deployment
Custom Workflow Routing

Solution

Omni-Channel Customer Support System

Project Manager

David

Project Location

New Zealand

Project Goals

Deliver an omni-channel communication solution to streamline customer service. Enhance customer experience with reduced response times. Implement real-time CRM tracking via HubSpot. Provide scalability to meet seasonal demand.

Tools Used

Their wants

01Seamless communication across phone, web, and live chat.
02Fast, efficient customer support across all channels.
03Real-time customer interaction tracking.
04Scalable support system for busy seasons.

Their needs

01Replace outdated systems with cloud-based technology.
02Minimise missed calls and improve response rates.
03Unify customer support touchpoints.
04Empower support teams with CRM-integrated tools.

Identifying the problem

  • Legacy systems couldn’t support peak call volumes.
  • Lack of real-time tracking hindered follow-up efficiency.
  • Limited to phone-only support—no web form or chat options.

Scope of works

Aircall Integration

Cloud-based contact centre with real-time tracking and analytics.

HubSpot CRM Setup

Captures all communication touchpoints for a 360-degree customer view.

Live Chat Deployment

Allows real-time customer engagement on the website.

Custom Workflow Routing

Directs calls based on business hours, departments, and agent availability.

The Plan

Omni-Channel Aircall Implementation HubSpot CRM Integration Live Chat Rollout Workflow Automation
Omni-Channel Aircall Implementation

Setup included peak-time optimisation, department routing, and failover contingencies.

HubSpot CRM Integration

Unified data capture from all customer interactions, enabling personalised support.

Live Chat Rollout

Instant messaging for customer support, lowering phone demand.

Workflow Automation

Smart routing rules ensured faster responses and reduced abandonment.

The Strategy

Omni-Channel Approach Data-Driven Insights Real-Time Communication Scalable Infrastructure
Omni-Channel Approach

Unified phone, live chat, and contact form support.

Data-Driven Insights

Leveraged HubSpot to track and report on all interactions.

Real-Time Communication

Enabled fast engagement across all channels.

Scalable Infrastructure

Designed to handle peak-season volumes without service degradation.

The Results

7,731 calls logged: 257,600% increase
65.5% SLA compliance
89.6% outbound call connected rate

By integrating Aircall, HubSpot, and live chat into a unified omni-channel support system, Pure Tūroa transformed its customer service experience. From smarter call routing to real-time CRM insights and faster response times, this implementation drove engagement, operational efficiency, and customer satisfaction.

The Impact

“The omni-channel solution implemented with Aircall, HubSpot, and live chat has elevated our customer service to new heights. We can now engage with our customers on their terms, whether through phone, web forms, or live chat. Our response times have improved, and we have full visibility of our customer interactions.”

Pure Tūroa Management

Conclusion

The implementation of an omni-channel support system through Aircall, HubSpot, and live chat transformed Pure Tūroa’s customer service operations. By unifying communication channels and automating workflows, the company improved response times, increased call volumes, and elevated customer satisfaction. Designed with peak-season scalability in mind, this system ensures long-term success.

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