Building a Marketing Automation Solution Using HubSpot Marketing Hub for a Travel Client

A growing travel industry client faced problems in their app. They were offering city commutes and outstation trips. They saw strong download numbers but inconsistent ride completions and retention. Onboarding was unstructured, abandoned bookings went unrecovered, and campaign performance lacked clear visibility creating gaps in the customer journey from sign-up to repeat travel.

CloudCache Consulting conducted a detailed audit of their systems and user flows, then implemented a tailored automation strategy using HubSpot Marketing Hub. We customized structured welcome journeys, deployed transactional and behavioral triggers, abandoned booking recovery workflows, and data-driven campaigns . This all transformed fragmented communication into a seamless, conversion-focused customer lifecycle.

About The Company

Our client is a travel industry startup company based in the US. They offer app-based transport solutions for daily city commuters and outstation travelers.

Customer Challenges

The client had a strong supply demand chain and product-market fit. The main issue was their fragmented user communication strategy.
Major issues were.

Unstructured Onboarding

New users downloaded the app but did not always complete their first ride.

• No automated welcome journey to explain city rides vs. outstation features
• Limited education about app benefits, safety protocols, and fare transparency
• No segmentation between commuters and tourists during early engagement

Inconsistent Transactional and Lifecycle Communication

Communication around bookings and post-ride experiences lacked consistency.

• Booking confirmations and receipts were not standardized or automated
• No systematic post ride feedback collection or cross-sell emails after trip completion
• Manual follow-ups for feedback collection, resulting in low response rates

Abandoned Bookings and Missed Revenue

Users frequently initiated bookings but did not complete payment or scheduling.

• No abandoned booking recovery workflows
• No automated reminders for scheduled future rides
• Limited behavioral triggers based on in-app activity

Limited Performance Visibility

The marketing team sent newsletters featuring offers and travel destinations, but optimization was minimal.

• No A/B testing framework for subject lines or CTAs
• Basic reporting without insight into booking attribution
• No clear visibility into open rates, CTR, and ride conversion metrics

Solutions

We approached the project by designing a structured communication ecosystem using HubSpot Marketing Hub, integrated with the client’s ride-booking backend via APIs. The focus was on lifecycle automation, CRM segmentation, and measurable performance tracking.

Welcome and Onboarding Automation

This solution addressed first-time user engagement and education.

• Designed a 5-step automated welcome workflow triggered by app sign-up through API sync with HubSpot CRM
• Created segmented journeys for daily commuters and outstation travelers based on selected ride preferences
• Built conditional logic workflows that adapted content based on whether the user completed their first ride

Transactional and Post-Ride Engagement Workflows

This solution streamlined operational and experiential communication.

• Integrated the booking engine with HubSpot using secure APIs to trigger real-time confirmation and receipt emails
• Automated post-ride “Thank You” messages with dynamic trip data pulled from CRM properties
• Created feedback request workflows triggered 2 hours after trip completion for city rides and 24 hours after outstation journeys

Behavioral Triggers and Booking Recovery

This solution reduced drop-offs and improved ride completion rates.

• Implemented abandoned booking workflows using event-based triggers from app activity logs
• Scheduled reminder emails and push-style notifications for upcoming rides via CRM workflow automation.

Campaign Management

This solution strengthened promotional strategy and measurable growth.

• Developed reusable email templates using HubSpot’s drag-and-drop builder integrated with brand guidelines.
• Created campaign dashboards mapping email clicks to completed ride bookings

Results

Within months of implementing the solution, the client experienced a measurable results

• First ride conversion increased by 28% after implementing the structured onboarding sequence
• 22% improvement in email open rates through subject line testing and segmentation
• Abandoned bookings reduced by 17% with contextual reminder workflows
• Repeat ride frequency increased by 23% due to post-trip engagement and lifecycle targeting
• Higher volume of verified reviews, strengthening credibility in app marketplaces

What changed most was predictability. The company could now anticipate user behavior rather than react to it.

Technology and Tools Used:

HubSpot Marketing Hub

Final Words

This project was more than a technical automation setup. It was a shift in how the client viewed user relationships. What they needed was structure, integration, and thoughtful sequencing. CloudCache Consulting worked closely with their product and marketing teams, translated user behavior into automation logic that still felt human. Every workflow was tested, refined, and aligned with actual rider patterns. We also provide HubSpot Integration service with expertise. 
 
Book a free consultation with us today if you are planning for a same. You can also check out other clients’ reviews on Upwork as well.