Case Study: Crystal Travel & Tours achieves flexible, context-rich customer communications with Aircall

How Flexible Phones Brought One Travel Company Closer to Its Customers

Crystal Travel & Tours, a Boston-based travel agency whose business is conducted almost entirely by phone, was crippled during the snowy 2014–15 season when employees had to work from home and lost access to the hardware phone system. Forwarding lines to personal cell phones proved inadequate, productivity fell, and the company used the contract renewal as an opportunity to find a more flexible solution.

They switched to Aircall, gaining portable softphones, instant local numbers in key international markets, and a HubSpot integration that displays customer data on incoming calls and syncs notes and recordings. The change restored productivity and morale, reduced international calling costs while improving local presence, and gave management a daily dashboard for real‑time team monitoring — with call‑whispering planned to further boost coaching and service quality.

Crystal Travel & Tours

Kevin Kelly

Director of Business Development