Short interruptions can lead to missed quotas, delayed shipments, frustrated customers, and costly overtime to recover lost ground. This is why support teams in manufacturing cannot rely on disconnected tools that slow communication and require people to search for information across multiple systems.
Service teams need a system that keeps every call, note, timeline, and request connected from the moment the phone rings to the moment the issue is resolved.
The solution? Using Aircall and HubSpot together. This combination eliminates the extra steps that typically delay support work and keeps information accessible to every role, whether the person is in a call center, on the floor, or heading out to complete a repair at a customer site.
In this post, teams will learn how these tools can improve communication and why they are best suited for manufacturing service teams.
Why Manufacturing Support Teams Need More Than Standard Tools
Support in manufacturing has layers that other industries do not always deal with. A software company might only manage ticket queues, but a manufacturing support team handles moving parts in every sense.
They handle warranty claims, parts replacements, urgent maintenance requests, equipment failures, disrupted shift schedules, and logistics issues that can disrupt entire supply chains. A single missed call can affect the output of a whole line or delay a shipment scheduled to leave the warehouse that afternoon.
Most manufacturers lose thousands of dollars for every hour of downtime, and heavy equipment plants can lose far more. Even smaller teams feel the impact when a machine stops working, or a customer cannot complete a bulk order due to equipment failure.
Standard tools often fall short in these situations because they cannot track all the moving pieces at once. A fast, efficient support is critical. Not only to keep production running, but also to satisfy customers. After all, 60% of customers say quick responses are the top factor in repeat business, and 97% expect seamless transitions without repeating information.
Therefore, teams need advanced tools and systems that make every step of communication easy to track, enabling them to respond quickly and without guessing what happened earlier.
How Aircall and HubSpot Improve Factory Floor Operations
A call reports a packaging machine jamming during a production run. The agent needs immediate access to past issues, warranty information, recent site visits, replacement parts used, and the last technician on site.
If this information is scattered across multiple systems, spreadsheets, or email threads, valuable minutes are lost, and delays on the line can ripple across the entire plant.
These challenges appear in many common situations on the factory floor. Aircall and HubSpot help manufacturers handle these cases efficiently:
1. Fast Issue Reporting on the Production Line
The internal support desk needs a fast way to create a ticket, record the problem, and assign it to the right technician. If the team relies on spreadsheets or shared inboxes, problems slip through, and shift changeovers may miss critical context.
Solution: Aircall and HubSpot keep all information about the issue (calls, notes, and tasks) linked to a single record. When a new shift begins, agents can instantly see the full history, eliminating confusion and ensuring the problem is addressed without delay.
2. Minimize Warehouse Downtime
If a forklift or critical equipment breaks down, pallet movement stops, threatening outbound schedules. Missed calls or delayed responses extend downtime, impacting shipments and customer satisfaction.
Solution: Aircall automatically routes calls to the next available agent when the main line is busy, while HubSpot logs all equipment and location details in one record. This ensures the right person is notified immediately and can take action without having to ask repetitive questions.
3. Efficiently Manage High Call Volumes
Many manufacturing teams handle 20 to 70 calls per representative per day, depending on the season or shift. During these periods, manual routing or tracking can overwhelm staff, leading to missed calls and frustrated operators.
Solution: Aircall prioritizes incoming calls based on urgency and routes them to agents with the right skills. HubSpot surfaces all past issue details in real time so that agents can respond immediately. This prevents bottlenecks during busy shifts and resolves critical issues faster.
4. Ensure SLA Compliance
Support desks often have strict service-level agreements: 1 hour for urgent issues, 4 hours for standard concerns, and the next business day for low-priority cases. Manually tracking deadlines is prone to human error.
Solution: HubSpot automatically tracks SLA timers and sends alerts before deadlines are missed. Agents are notified in advance, allowing teams to respond proactively and avoid penalties or production disruptions.
5. Save Time by Eliminating Manual Data Entry
Without an integrated system, reps spend 2 to 3 minutes per call manually writing details, updating ticket status, and logging information. Across fifty calls in a day, that adds up to hours of work lost to paperwork.
Solution: Aircall automatically captures call recordings, caller IDs, and notes, then imports them into HubSpot. This eliminates repetitive manual work and frees up reps to focus on resolving issues or supporting technicians in the field.
These scenarios show why manufacturing leaders choose Aircall and HubSpot. Using these advanced tools can deliver excellent customer service, resulting in a 4-8% revenue increase above the market average.
Keeping track of every detail can save the company thousands of dollars.
Streamline Support Across Tier 1, Tier 2, and Field Technicians
Manufacturing support structures often include several levels.
- Tier 1 handles basic questions and initial troubleshooting.
- Tier 2 manages complex mechanical or electrical issues.
- Field technicians handle onsite repairs.
Some operations also involve external maintenance partners.
Aircall routing allows Tier 1 calls to reach the right agent without delay. If the agent cannot resolve the issue, the ticket moves to Tier 2 inside HubSpot with all notes and recordings attached. This prevents repetitive questions and accelerates handoffs.
Tier 2 specialists review the timeline, diagnose the issue, and determine whether an on-site technician is required.
When field technicians join the case, they see the entire history. They do not rely on incomplete handovers. This reduces the risk of misunderstandings and wasted trips. If external partners are involved, the system keeps everyone aligned. All updates stay inside the record, and managers never lose track of who handled what.
This structure becomes easier to manage when communication is central. No one needs to chase information through different channels. Every department works with the same data.
Why Integrated Tools Outperform Separate Systems
Some manufacturing teams try to integrate a standard phone system with a CRM that doesn’t automatically log calls. Others rely on spreadsheets or long email chains to track issues. These setups often fail because they ask too much from people already working under pressure.
A phone system without CRM integration requires agents to enter notes manually. They have no quick way to see past calls or customer history during a conversation. This slows responses and makes customers or operators repeat themselves.
A CRM without automatic call logging leaves gaps in the timeline. Leaders cannot easily see how many calls happened before a ticket was opened. They lose track of call patterns, peak hours, and missed-call trends. Teams often don’t realize they are understaffed until complaints start piling up. This can lead to delayed repairs, increased downtime, and even missed production targets.
Even manufacturing ERPs, which manage production and inventory, fall short. They track parts, schedules, and orders, but rarely capture service conversations. They don’t handle call routing or recordings, making it harder to diagnose problems quickly. For example, if a packaging line sensor fails, the ERP might show the parts and schedule, but it cannot log which technician was called, which operator reported it, or the timing of prior service visits.
Legacy phone systems also create bottlenecks. They are hard to scale as teams grow, require manual setup for new lines, and cannot route calls flexibly. As companies expand to new sites or add product lines, a rigid phone system slows response times and frustrates operators.
Using Aircall with HubSpot solves these problems by keeping every interaction in one place. Calls, notes, and tickets are automatically logged, so teams no longer waste time switching between tools.
Checklist: 10 Signs a Manufacturing Team Needs Aircall and HubSpot
- You miss more than 5% of incoming calls during busy periods
- Your team often breaches SLAs because cases pile up without visibility
- Agents switch between tools to find past call notes
- Technicians receive incomplete case details before traveling
- Call volume increases during shift transitions and disrupts workflow
- Managers cannot track call-to-resolution times in one place
- Customers repeat the same information because previous calls were not logged
- Internal operators struggle to reach the right support line
- Field engineers do not receive accurate updates before arriving on-site
- Support and production teams lack insight into recurring issues or downtime trends.
If even two of these signs happen regularly, your team can see a noticeable improvement in efficiency, response times, and uptime by implementing Aircall and HubSpot.
Scale Manufacturing Support Efficiently with Aircall and HubSpot
Growth brings complexity. More customers mean more calls. More equipment means more service requests. More facilities mean more coordination.
Aircall and HubSpot are designed to scale with growing teams. Routing rules automatically adjust as new agents join, shifts expand, or additional facilities come online. CRM records remain organized as product lines expand, and custom pipelines enable management of new service categories without disrupting existing workflows.
Growing teams benefit from a centralized, real-time view of operations across all sites:
- Dynamic Call Routing Across Sites: Automatically directs high-priority issues to the most qualified agent, no matter location or shift.
- Cross-Team Collaboration: Tickets and updates are shared seamlessly between production, maintenance, and external partners.
- Data-Driven Resource Planning: Dashboards reveal peak periods, recurring issues, and workload trends to proactively optimize staffing.
- Custom Automation for Complex Workflows: Multi-step approvals, warranty checks, and parts sourcing are automated and scalable.
- Rapid Onboarding: New staff can start resolving issues immediately using complete historical data.
As teams expand, Aircall and HubSpot enable consistent service quality. Workflows remain efficient, SLAs are met, and production lines continue to run.
Growth is no longer a risk to operational performance. It becomes manageable, measurable, and sustainable.
Start Building a Smarter Communication System!
Aircall and HubSpot already provide manufacturers with powerful tools to manage calls, track tickets, and streamline workflows. Origin 63 makes them work for your exact process.
We map your workflows, set up your routing, build your HubSpot automation, and train your team so everything runs smoothly from day one. The result is faster responses, clearer communication, and fewer missed steps across your entire operation.
If you want a communication system that is accurate, consistent, and powered by real AI automation, we can help you build it.
Talk to Origin 63 today and start improving how your team handles every call and message.
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