Strategy | Marketing | Sales  →  

Agoda

Contributing as an integrator in the marketing hub, leading a high performance team of 6 people

Impact the World

Description

Agoda is part of Booking Holdings and consists of 5,500 employees across 35 countries, with 70% of the team based in APAC. Agoda provides travellers with easy access to a wide choice of luxury and budget hotels, apartments, homes, and villas to suit all budgets and travel occasions. The B2B Partner Development team plays a crucial role in growing our network of hotels and homeowners, to better support our end users i.e travellers.

Industry: Consumer Services

 

Company Size: Enterprise (200+ employees)

Location: Singapore

Use Case:

  • Full CRM

A Theme Built For Nonprofits & Education

Products

  • The Full CRM Platform
  • Sales Hub
  • Marketing Hub

Shifting from proprietary systems to best in class

Prior to using HubSpot, Agoda B2B Partner Development team was using an in-house CRM built by internal teams to support over 1,000 partner reps.

However, it required large amounts of time and resources for developers to maintain and develop new features for an in-house CRM that supported a partner organisation of this size. Moreover, the developer team were also responsible for other high priority business projects that would drive larger value for Agoda. The time savings gained from moving away from an in-house system can then be allocated to more strategic and impactful developer projects.

 

Insufficient alignment and visibility between roles

Without a centralised platform to equip the Partner Development team with a complete view of customer touchpoints, it gave rise to many overlaps and limited sharing between the different roles. 

 

The switch to HubSpot

The inefficiencies and inflexibility experienced by the Partner Development team meant that they could not respond to the rapidly changing consumer travel behaviour quickly enough. The team understood that businesses that have the foresight to anticipate future customer needs and invest in the right systems and processes will be better positioned to take on the rapidly evolving future.

As such, the Partner Development team embarked on a search for a new CRM. They tested several CRMs including HubSpot and evaluated solutions based on the following criteria. 

They needed a CRM that: 

  • Was easy to adopt and could be rolled out within 3 months
  • Gave them the flexibility to customise according to their requirements and workflows
  • Could be fully managed in-house without any third party developers

After conducting paid pilots to evaluate a number of solutions including HubSpot, Zoho to name a few, the team saw the most success with HubSpot and decided to make the switch. 

Pierre adds, “Today, HubSpot is the core CRM platform for Agoda’s B2B Partner Development team and we look forward to continued growth with HubSpot and giving our team the tools they need to deliver exceptional experiences to our B2B customers.”