Australian Tourism Data Warehouse
A dedicated Customer Relationship Management (CRM) system
Having holistic reporting functionality across their marketing and operations
Marketing software that offered email and promotional abilities to users who wanted to communicate with their customers and leads
A CRM that was accessible for multiple stakeholders with important information partitioned and permissioned, featuring seamless reporting functionality to save time from multiple softwares
Recommendations for how to best guide their users in creating successful listings
A system that allowed for the detailed information infrastructure in use internally, including custom objects, properties and associations
Identifying the problem
Looking internally to try and optimise their efforts as an organisation, ATDW established that a systems review and overhaul was needed to make the most out of their internal assets. They began a systems overhaul across multiple projects, actioning major changes in important aspects of their digital infrastructure including a new CRM, significantly improved reporting, revised API functionality, marketing software and more.
Realising the work at hand, ATDW put out an RFP online seeking an agency that was knowledgeable and committed to best practice thinking in executing the planning and implementation of required systems. Neighbourhood managed to be in the 'hood at the right time to offer exactly that solution.
Scope of works
Detailed and Customised Data Reports for the STO's
Estimated Admin time Saved in the Management of Daily Processes
Support Conversations Conducted via Service Tools
ATDW required a new and intuitive series of processes collated within a single CRM, making the work Neighbourhood conducted a starting line for future reporting and conversion capabilities. The positive effects from the project a myriad, but to highlight a few...
What originally required several software solutions containing over 20 years of data was now integrated into a single platform. Backed by significant API integrations to their data warehouse, an estimated 10% of internal admin time was saved when conducting necessary administrative tasks such as generating reports, reviewing user data or onboarding new distributors.
As part of the reporting sub-project, a total of 246 new reports were created to help STOs holistically track and identify optimisation opportunities for Visitors, Operators and Distributors effortlessly. The ability to cross reference objects through the flexible reporting tools was especially useful, providing dimensions on the data that had previously been hugely complex.
The AskATDW initiative was also a major internal program, with the tools built by Neighbourhood being used to assist in 1500 individual support sessions, leading to a huge boost in Customer experience and positive sentiment.
Beyond data tracking, key stakeholders now have access to communication tools with over 20 email and landing page templates at their disposal, allowing them to interact with their audience more consistently and efficiently than ever before.
"As the CEO of ATDW, I can unreservedly say that working with NBH has been a game changer for our business. They’re uber smart, refreshingly honest, sincerely committed, highly skilled - and most of all they’re a delight to work with."
Being one of the largest projects Neighbourhood has tackled, we're just a little proud of what we could do alongside ATDW. Looking to continue evolving with HubSpot, ATDW is striving for strong content growth to optimise acquisition processes, retention and automation. Utilising the platform for CRO, their next steps are to educate their customer base and provide operators with competitive advantages for how to best use their profiles within HubSpot. With previously scattered data now amalgamated within a single platform, ATDW now has the foundation to support key stakeholders to their optimum.