Sunsail & The Moorings Deliver Once-in-a-Lifetime Experiences 365 Days a Year with Service Hub
For five sun-soaked decades, Sunsail and The Moorings have created unforgettable memories on the water. With HubSpot modernising marketing, service, sales, and operations, its customer care lives up to its spectacular real-life experiences.
63%
faster average customer support response time
13hrs
to solve multi-department work orders versus 5-14 days
10
operational processes unified into one system and workflow
About Sunsail & The Moorings
With a fleet of hundreds of premier yachts and boats visiting 20+ breathtaking destinations from the British Virgin Islands and the wider Caribbean to the Mediterranean and the South Pacific, Sunsail and The Moorings run thousands of trips — from self-skippered adventures to all-inclusive charters with captain and chef. They are part of the Travelopia Group, the world’s leading collection of experiential travel brands.
Industry: Travel & Leisure
Company Size: Enterprise (200+ employees)
Location: United Kingdom
Use Case:
Improve Service
Full CRM
Integrate Company Data
Products
Service Hub
Marketing Hub
Content Hub
The Challenge
Disconnected systems took the focus off customers
As a provider of premium travel experiences, our focus is always on the customer—from their first contact to their return home. “We aim to create cherished lifelong memories for travelers,” says Sean Collins, Head of CRM, who oversees customer experience and operations.
Previously, the team struggled with disconnected legacy systems like Zendesk, Excel, and Outlook, leading to complex manual processes and duplicated information. “Our dedicated crew often faced time-consuming admin tasks that distracted them from customer care,” Sean explains.
With thousands of trips underway and hundreds of support requests weekly, the lack of integration affected backend operations. “Coordinating logistics could require juggling multiple screens and countless calls,” he adds.
As Stephen Kvedaras, CRM Product Owner, notes, “Making the sale is just the beginning. To ensure a seamless journey for over 1,800 charters this month, we need unified data to enhance workflows and provide personalized service.
The Solution
Putting the customer at the heart of the business
Operating 24/7 across global time zones, Sunsail and The Moorings needed a robust solution to unify the customer experience. They aimed to empower staff with integrated systems, allowing them to focus more on customer care than on administrative tasks.
While they had begun using HubSpot’s email marketing tools for personalized communications, Sean recognized that HubSpot could offer even more. With a skilled in-house team, they collaborated with HubSpot to implement Marketing Hub, Sales Hub, and Service Hub.
By centralizing customer information and integrating their existing reservation systems through HubSpot’s APIs, they created a seamless flow of information across the organization.
“This integration is a game-changer,” says Stephen. “Service Hub consolidates everything, ensuring every detail is perfect when a customer arrives on their yacht. It transforms not just the customer experience, but the entire holiday journey.
Transformation
Delivering once-in-a-lifetime experiences every day of the year
Travelopia brands focus on enriching lives through travel with luxurious personal service. “HubSpot is our single source of truth for customer and trip details,” says Sean.
Switching to Service Hub has improved support response times by 63%, reducing wait times from days to just 13.3 hours. The user-friendly interface and automated replies have significantly enhanced customer support.
To personalize marketing, the team tracks customer engagements, delivering timely and relevant messages. Before trips, they centralize guest preferences and logistics, enabling real-time organization.
Post-trip, feedback surveys tailor future recommendations, and integrating Net Promoter Scores allows immediate follow-up on concerns. “Our NPS has improved as we optimize our service,” Sean adds.
With the wider Travelopia Group using HubSpot, they share best practices to enhance experiences and plan to integrate online and offline marketing channels. “HubSpot has been brilliant; it works across all stages of our customer journey,” Sean concludes.
Start Growing With Dynamix Solutions and HubSpot Today
With tools to make every part of your process more human and a support team excited to help you, growing your business with Dynamix Solutions and HubSpot has never been easier.