Europe Express's Travel Advisor Experience Takes Off

Europe Express, a leader in the travel industry, empowers travel advisors to craft unforgettable experiences and expand their businesses. Facing challenges with outdated systems and fragmented processes, they sought a unified platform to streamline operations and enhance customer experience. By leveraging HubSpot's integrated Marketing, Sales, and Service Hubs, Europe Express transformed its business, achieving remarkable results in lead conversion, email engagement, and advisor onboarding.

The challenge for Europe Express was the disconnect between its sophisticated reservation system and its customer platform. This led to accountability gaps, inefficient manual data entry, and difficulties in tracking and optimizing performance. Conner Jens, Head of CRM at Europe Express, emphasized the need for integrated systems to stay ahead of the competition and grow sales without compromising service quality. The company sought to synchronize its sales, marketing, reservations, and customer service processes to provide seamless experiences for travel advisors and clients across various global locations.

HubSpot's suite of tools provided the solution. The implementation of Sales Hub, Marketing Hub, and Service Hub delivered the integrated capabilities Europe Express needed to meet its core operational requirements, from converting leads to managing advisor relationships. A crucial element was the development of a real-time synchronization between the bookings and reservations systems using HubSpot's API. This two-way connection centralized client information, eliminated manual data entry, and enabled personalized communications and efficient service delivery.

As a result of implementing HubSpot, Europe Express experienced significant improvements across key performance indicators:

• 40% Faster Lead to Quote Time: Accelerated conversions by streamlining lead management and follow-ups.

• 272% Increase in Email Open Rates: Achieved exceptional engagement through personalized and targeted email marketing.

• 30% Boost in New Advisors Submitting Leads: Enhanced engagement and conversion through streamlined onboarding processes.

Europe Express's success demonstrates the power of a unified CRM platform in transforming travel industry operations, enhancing customer experiences, and driving business growth.