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The background
One platform, one commitment: providing world-class support, every time.
OOLIO serves a broad spectrum of hospitality businesses — from bustling cafés and casual restaurants to fine dining venues and large-scale stadiums. Their customers depend on OOLIO’s point-of-sale systems to keep service running smoothly, streamline operations, and deliver seamless guest experiences. Whether it’s handling high transaction volumes in a sports arena or managing table turnover in a fine dining room, OOLIO’s technology helps hospitality teams focus on what matters most: their guests.
To deliver on that promise, OOLIO has built a global support model. Customer service and technical support teams are strategically located across Australia, the United Kingdom, the Philippines, and the United States. This distributed, yet unified footprint ensures that no matter where customers operate or when issues arise, there’s always an OOLIO team ready to help 24/7, across time zones.
The Challenge
From Strong to Exceptional Without Extra Friction
OOLIO’s global teams were already delivering dependable support, managing more than 120,000 tickets a month across six brands. As the company grew through mergers and acquisitions, each brand brought its own systems — Zoho, Zendesk, ConnectWise, Freshdesk, and homegrown tools.
This created a unique opportunity: by bringing everything together, OOLIO could unlock even greater speed and efficiency. A single view of the customer would make it easier for account managers and support to stay aligned, give sales instant context on ongoing conversations, and equip leadership with a complete picture across all brands.
For a company built on hospitality, the challenge wasn’t keeping up with customers — it was making great service even more seamless. The goal was to give teams a unified platform to move faster, eliminate duplication, and collaborate with full visibility so that support matched the effortless experiences their customers deliver.
“Our teams were already delivering great support. Unifying our systems was the chance to match that dedication with seamless technology — one view, zero runaround, faster outcomes," said Kyle Prideaux, CRM Administrator, OOLIO
The Solution
Rebuilding Support Around the Guest Experience
As OOLIO brought six brands together under one umbrella, it was the perfect opportunity to consolidate. After evaluating their tech stack, it became clear HubSpot could replace the patchwork of tools and serve as the central platform for growth with Service Hub and the help desk workspace.
“With HubSpot, we finally see the whole picture across all six brands. Leadership can spot trends at a glance, account managers are notified when a form is submitted, and support has full context without asking customers to repeat themselves. That visibility helps us retain customers, and deepen customer relationships and makes conversations in board meetings much more meaningful, said Kyle.
With every team finally working from one platform, OOLIO gained shared visibility into customer activity and built the foundation for even faster, more connected service. On top of that foundation, they reimagined their support approach:
- Speed that keeps service running
The integration of Help Desk Workspace with Aircall means tickets are created instantly with customer data and transcribed call notes attached. This eliminates delays and reduces the need for repetition, ensuring issues are resolved before they interrupt service.
“With Service Hub, we have everything we need in one screen, so we can resolve issues quickly and keep our customers focused on serving theirs," said Kyle.
- Intelligent automation
Smart routing replaced manual assignment, saving the equivalent of a full-time role and freeing experts to focus on care. What once required oversight and extra hands is now handled seamlessly by a scalable system that empowers OOLIO to manage over 120,000 tickets per month without adding headcount. - Follow-the-sun support
By harmonising processes across regions, OOLIO created a true “follow-the-sun” model where a customer in the UK can get help after hours from a team in Australia or the Philippines.
“With HubSpot, we can truly follow the sun. If one team finishes for the day, another steps in seamlessly. No matter the time zone, there’s always someone ready to help, “said Kyle.
- Unified visibility
Roughly 80% of processes are now aligned, giving leadership visibility into performance while still allowing each brand to drill into its own data. Aircall integration adds even more value by transcribing calls and instantly sharing notes, so account managers and support reps can collaborate seamlessly.
The Transformation
Raising the Bar for Hospitality Support
OOLIO didn’t just adopt a new platform — they made support an even stronger cornerstone of their business. By unifying their teams on HubSpot Service Hub with the Help Desk Workspace, they built on an already strong foundation and created a support model that is faster, more scalable, and more empathetic.
For OOLIO, 120,000 tickets a month isn’t just a workload — it’s 120,000 opportunities to deliver hospitality-level service to the businesses that rely on them. The result: customers keep their venues running smoothly with fewer interruptions, and OOLIO’s teams work with greater efficiency and confidence.
Key Results:
- 120,000+ tickets managed monthly without adding headcount
- ~80% of processes aligned across six brands
- Equivalent of one FTE saved through automation
- Proactive insights that strengthen retention and uncover upsell opportunities
“Hospitality is built on trust and service. With HubSpot, we deliver both — every single time," shared Kyle.
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