A Tailored Customer Journey is the Ticket to Growth for Exodus Adventure Travel
For more than 50 years, Exodus has created memories that last a lifetime, serving over 30,000 travellers each year across 100+ countries. By enabling a 360-degree customer experience from personalised marketing and sales to seamless travel logistics and targeted follow-up, HubSpot helps Exodus expand while maintaining flawless service at the heart of its operation.
98%
faster creation of highly personalised campaigns.
28%
Increase in email comms productivity
17%
faster lead reply velocity significantly boosts conversion rates.
About Exodus
Whether it’s cycling through Cambodian paddy fields, relaxing on the Amalfi Coast, or conquering Mt Kilimanjaro, Exodus hosts thousands of travellers every year on hundreds of guided or self-guided tours across all seven continents. Exodus is part of Travelopia, the world’s leading collection of experiential travel brands.
Industry: Travel & Leisure
Company Size: Enterprise (200+ employees)
Location: United Kingdom
Use Case:
Full CRM
Integrate Company Data
Personalize Campaigns
Marketing Hub
Sales Hub
Service Hub
Operations Hub
The Challenge
Disjointed manual systems left Exodus flying blind
Exodus welcomes customers worldwide, offering unique adventures and luxurious getaways. Committed to exceptional service, they strive for flawless communication at every touchpoint.
As the business expanded, it outgrew its legacy technology, which burdened the customer care team and hindered service quality. Without centralized systems, the team relied on emails, spreadsheets, and manual processes for managing leads and bookings. Creating an email broadcast could take up to four hours due to data cleaning and segmentation.
The challenge was exacerbated by the disconnect between bookings and the customer database, complicated by outdated reservation platforms.
To address these issues, Alex Barbier joined as Head of CRM and RevOps. With expertise in CRM and data analytics, he aims to streamline processes across sales, trip management, and after-sales service. Alex noted, “Our service teams were chasing leads without insights into conversion or costs. We only had reliable booking data.”
His priority is to equip the team with tools for seamless customer communication and service.
The Solution
Automating the complex reservations matrix accelerates service
When Alex joined Exodus, they had just started using HubSpot Marketing Hub for customer emails. Recognizing its potential to streamline sales, he aimed to reduce operational friction.
“HubSpot was a no-brainer for me. It’s the best for unifying customer care,” he said.
He prioritized real-time synchronization between the legacy reservations system and HubSpot, allowing accurate data capture from various booking methods.
Service Hub manages logistics post-booking, while feedback surveys enable quick trip assessments, prompting follow-ups or proactive outreach as needed.
Marketing Hub collects extensive customer data for personalized communications and dynamic segmentation. Recently, they launched a “welcome home” direct mail campaign, sending personalized postcards to encourage rebooking and boost loyalty.
Transformation
Personalised service from cold lead to warm welcome home
Before HubSpot, Exodus relied on gut feelings and manual processes, resulting in disconnected systems and complex service delivery. Marketing efforts were untargeted and hard to track.
After integrating HubSpot’s API, customer and booking information became centralized, transforming operations. Now, all interactions—from website visits to inquiries—are unified in one record accessible to all departments.
“When customers call, we know their interests and past engagements, making it easier to match them with trips,” says Alex. This saves time and enables accurate tracking of conversion costs.
“We’re not flying blind anymore! Real-time analytics dashboards provide insights into performance across teams and campaigns,” he adds. The team can now create targeted emails in minutes instead of hours.
With HubSpot, Exodus enhances customer relationships across channels, achieving a 97% customer recommendation rate.
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