Case Study: Humanitix leverages Aircall and HubSpot

Ticketing not-for-profit Humanitix was brought to its knees during the Covid lockdowns, and has since invested in its phone channels to improve sales and customer services processes.

Humanitix CEO Joshua Ross told Digital Nation Australia that there was fear the company would not survive the pandemic, as it went into negative revenues in April 2020.

“Pretty much since Covid hit, we had about 12 months there where it was like, ‘Are we going to survive? What does the future look like for events?” said Ross.

The organisation sought to improve its phone system, in order to suit a remote environment and improve the efficiencies of the sales and account management teams.

According to Michael Shaskey, head of Growth at Humanitix, investing in Aircall was “an absolute necessity."

Shaskey said, "From a sales perspective, most of the sales team were calling through their own mobile phones. And so the option there is to put it on loud speaker and give them feedback, post-call. But what's really awesome about Aircall is obviously everything can be recorded and we can even be using things like call tags, which is a really helpful feature actually."

Humanitix also considered other phone cloud solutions such as JustCall but they lacked the depth that was required he said.

One of the key elements of Aircall that was crucial to the organisation is its integration with Hubspot.

“It wouldn't be a matter of looking at something that could fit into Aircall. It was more or less trying to find something that would fit for HubSpot,” said Shaskey.

According to Ross, the organisation did consider other CRM vendors on the market.

“We did a look at Salesforce cause they have free licenses for charities and things like that. The reason we found our home in HubSpot is largely because it's so user friendly and easy to get going on. And they continually roll out better features. We've actually got a native integration now with HubSpot. So we have a really strong partnership with them,” he said.