Ready to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessReady to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessAt Aircall, we’re proud to partner with forward-thinking consultancies that put real outcomes ahead of buzzwords. Instrumental Group is one of those partners. Specializing in communications infrastructure for growing businesses, Instrumental understands that the right technology only works when it is implemented with the customer's workflow in mind. Their team doesn’t just deploy software. They redesign how businesses connect with their customers.
Let’s hand over to Theresa Mendl, Senior HubSpot Success Manager at Instrumental to share how they’ve used Aircall's AI capabilities to solve a real challenge for a customer in the medical sector.
The problem: two systems, zero visibility
When we first engaged with this client, a rehabilitation center, the communications setup was fragmented. The sales and intake team used one call-routing system. Nurses and field personnel used a completely different one.
The result was predictable. Management had no centralized way to review conversations, track keywords, or measure performance across both teams. Data lived in silos. Intake trends stayed invisible to leadership, and field conversations went entirely untracked. For a medical facility where every conversation carries clinical and commercial weight, this was a serious gap.
We needed to bring both teams onto a single, unified platform that could handle routing, recording, and analytics without adding complexity for frontline staff.
Why we chose Aircall
Our partnership with Aircall gave us access to a customer communications platform built for exactly this scenario. Aircall supports AI-led, AI-assisted, and team-led conversations in one unified system. That flexibility was critical. The intake team needed intelligent routing. The field team needed simplicity. Management needed a bird's-eye view of everything.
We didn’t need to stitch together multiple tools. Aircall's native integration with HubSpot meant we could connect voice data directly to the CRM from day one.
The solution: Smart Flows and AI-assisted conversations
We started the onboarding and implementation process in February 2026, and the early results have already exceeded expectations. Here’s what we did, how we did it, and why it worked:
Smart Flows for simplified routing
We configured Aircall Smart Flows to handle intake inquiries using a round-robin system. This kept things user-friendly for the intake team while ensuring every call was distributed evenly and logged automatically. No more manual routing. No more missed inquiries slipping through the cracks. For a rehabilitation center handling sensitive intake conversations, reliability in routing is not optional. Every call that reaches the wrong person or goes unanswered has a direct impact on patient experience and revenue.
AI Call Summaries in HubSpot
The single biggest win so far has been the immediate generation of transcripts and call summaries inside HubSpot. Within a minute or two of an intake call ending, a concise summary appears in the CRM record. For a team that previously relied on manual note-taking, this has fundamentally changed the workflow. Reps spend less time on admin and more time on patient-facing work.
Management visibility through analytics
By bringing the field staff onto Aircall alongside the intake team, we gave upper management something they never had before: a complete view of all conversations in one place. Managers can now track keyword trends using Trending Topics and review analytics for nurses on the ground, even when those team members never log into the CRM themselves. Aircall captures the data automatically, so nothing falls through the gaps. Leadership can now spot patterns across both teams, whether that is a spike in questions about a specific treatment or recurring concerns from field visits, without listening to hours of recordings.
What the Aircall and Instrumental partnership made possible
This project worked because of the partnership between Instrumental and Aircall, not just the technology alone. We brought deep knowledge of HubSpot-first communication workflows. Aircall brought a platform where voice, AI, and CRM data work together natively.
The combination meant we could design a solution that served three very different user groups (intake reps, field nurses, and management) without building three separate systems. One platform. Three ways to connect.
The client is currently porting their field staff numbers to make Aircall their primary system. A follow-up is scheduled for mid-month to evaluate whether AI Assist Pro, which offers deeper real-time analysis and coaching capabilities, is the right next step once the full team is live.
What’s next?
For medical organizations running on disconnected systems, the path forward is clear. Consolidation onto a platform that supports AI-assisted conversations means less manual work, fewer data gaps, and faster insight for leadership.
We’re excited to keep building on this foundation with Aircall. The combination of intelligent routing, automatic call summaries, and centralized analytics is just the starting point. As AI Assist Pro becomes part of the workflow, the client will gain access to deeper real-time analysis and coaching capabilities that support reps during live conversations, not just after them.
Ready to see how Aircall and our partner network can unify your team's communications? Talk to sales, or try Aircall for free
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Published on April 16, 2026.
