The Partner
ARRIVAL travel is a growing travel company offering curated, modern travel experiences designed for today’s explorer. Their digital-first approach makes it simple for customers to discover trips, personalise itineraries, and book with confidence. As ARRIVAL prepared for their big launch, they needed a CRM framework that could support high-volume marketing, reliable data syncing, automated communications, and streamlined sales processes. Their focus on delivering a premium traveller experience required a CRM setup that was seamless behind the scenes.
Data Story Services
CRM Optimisation
Quick wins
To complete a fully scalable HubSport environment
Email automations implemented
The Challenge
No lead process, nurture flows, or integrated marketing channels had yet been established; ARRIVAL required a CRM setup that could support everything from trip launches to long-term customer engagement. They needed a system that could sync products, trips, and events via API, automate key moments from interest to booking, send push notifications and provide end-to-end visibility across all touchpoints. The goal was to minimise manual work, activate automated marketing from day one, and build a CRM foundation capable of scaling with the company as it grows.
Building a CRM Foundation From Scratch: As a brand-new company, ARRIVAL had no existing CRM structure. They needed lifecycle stages, subscription types, data properties, and segmentation rules built from scratch to enable reliable reporting and automated marketing.
Creating a Unified, Automated Traveller Journey: With their hands-off and digital sales approach, ARRIVAL needed a way to guide travellers from interest to booking. Automation was needed to reduce manual work and deliver centralised, consistent, timely communication.
Integrating Data, Products, and Marketing Channels: ARRIVAL needed all systems integrated to create a single source of truth and to enable consistent reporting, retargeting, and campaign execution across multiple channels.
The strategy
We built and optimised ARRIVAL's HubSpot core, streamlined data management, integrated key digital channels, automated marketing and sales workflows, and built a scalable CRM infrastructure for future growth.
What we did:
Optimising HubSpot Core Setup & Data Management
We established ARRIVAL’s CRM foundations by configuring all account defaults, setting brand assets, and enabling multi-currency support. We added tracking to the staging site, mapped key API properties, and created clear rules for marketing contacts. Lifecycle stages, subscription types, and automated management flows were implemented to ensure clean data and reliable segmentation from day one.
Data, API & Event Setup
We mapped and tested ARRIVAL’s core events (like account creation and trip planning) through the API and built a product library that syncs dynamically with HubSpot. We also created a Deal flow that reflects the live booking stages to ensure all communications are accurate and timely.
Digital Integrations, Marketing & Reporting
To centralise ARRIVAL’s marketing ecosystem, we integrated Facebook Ads, Instagram, Google Ads, calls, SMS, shared inboxes, and WhatsApp directly into HubSpot. We built a full suite of marketing templates, including trip launch emails, newsletters, and persona-based EDMs. Segmented active lists were set up for audiences, destinations, and engagement levels, and all workflows were documented for easy edits by the internal team. To support performance visibility, we created a HubSpot marketing dashboard that surfaces key metrics, audience segmentation, and campaign activity which gives the ARRIVAL team a clear and centralised view of their marketing and sales performance.
Optimising HubSpot Core Setup & Data Management
We established ARRIVAL’s CRM foundations by configuring all account defaults, setting brand assets, and enabling multi-currency support. We added tracking to the staging site, mapped key API properties, and created clear rules for marketing contacts. Lifecycle stages, subscription types, and automated management flows were implemented to ensure clean data and reliable segmentation from day one.
Data, API & Event Setup
We mapped and tested ARRIVAL’s core events (like account creation and trip planning) through the API and built a product library that syncs dynamically with HubSpot. We also created a Deal flow that reflects the live booking stages to ensure all communications are accurate and timely.
Digital Integrations, Marketing & Reporting
To centralise ARRIVAL’s marketing ecosystem, we integrated Facebook Ads, Instagram, Google Ads, calls, SMS, shared inboxes, and WhatsApp directly into HubSpot. We built a full suite of marketing templates, including trip launch emails, newsletters, and persona-based EDMs. Segmented active lists were set up for audiences, destinations, and engagement levels, and all workflows were documented for easy edits by the internal team. To support performance visibility, we created a HubSpot marketing dashboard that surfaces key metrics, audience segmentation, and campaign activity which gives the ARRIVAL team a clear and centralised view of their marketing and sales performance.
The results
A Complete HubSpot Build for Streamlined Marketing, Sales, and Scalable Automation
We delivered a complete HubSpot build designed to support ARRIVAL’s growth and accelerate their marketing and sales activity. Lifecycle stages were formalised, subscription management was automated, and all core properties were standardised to create a reliable data foundation. The product library was fully set up and synced via API, allowing trips and bookings to feed directly into deals, automations, and reporting. We even created custom objects to help with supplier payments and deadlines.
The newly built email templates, segmented active lists, and automated launch sequences now allow ARRIVAL to run high-quality campaigns at speed, without recreating workflows each time a new trip becomes available. With digital integrations connected - Facebook, Google, Instagram, WhatsApp, chat, and phone solutions - the team now has a centralised view of customer activity.
Finally, detailed documentation ensures ARRIVAL can onboard new team members quickly, troubleshoot confidently, and continue scaling their CRM with clarity.
Key Takeaways
- A strong CRM foundation makes scaling effortless
When data, properties, and lifecycle stages are structured properly, campaigns can be launched faster, segmentation becomes more accurate, and reporting becomes meaningful.
- Documentation removes friction and keeps teams aligned
Clear documentation of automations, lists, and data flows ensures the team can troubleshoot issues, onboard new team members, and maintain confidence in their CRM.
- Automations unlock both efficiency and insight
By automating repetitive steps, ARRIVAL now knows exactly when human input is required, freeing the team to focus on conversations, strategy, and high-value customer interactions.
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