Cairns Adventure Group manages nine adventure tourism brands in the Far North Queensland region, each with its own awesome offerings but unified under one operational umbrella. They approached Engaging.io with a clear need: consolidate their fragmented processes across bookings, agent management, and customer service into a scalable, automated system — while maintaining visibility across all teams.
As Cairns Adventure Group continued to grow across its portfolio of exciting adventure tourism brands, the team identified an opportunity to elevate internal efficiencies and customer experience by unifying their systems.
Their goals were clear: improve coordination across departments, streamline how group bookings and relationships were managed, give internal teams greater visibility into the full customer journey - all with the goal of providing the best experience for their customers. While their existing tools supported business-as-usual, they were ready to evolve into a more connected, scalable and data-driven operating model.
Cairns Adventure Group managed a high volume of group and charter bookings across multiple brands, each with its own unique requirements. While the core booking system handled transactions effectively, the broader workflow — including quotes, approvals, dietary needs, and operational handover — lacked centralised visibility. This made it challenging for teams to track booking stages, flag special conditions, or automate follow-ups, especially when staff were away or during peak periods.
With a wide network of domestic and international agents, CAG wanted to better track onboarding, engagement, and agent performance. The existing process relied on spreadsheets, email trails, and manual checklists, which made it difficult to nurture relationships at scale or re-engage underperforming agents. Without a clear pipeline or automation, there was no easy way to trigger reminders, track documentation, or segment agents based on tier or behaviour.
Cairns Adventure Group now operates on an integrated HubSpot platform that connects sales, operations, and customer service — all supported by automation and real-time data.
Group bookings are easier to manage, with key details like dietary needs and special conditions flagged automatically, ensuring the right information reaches the right team at the right time. Operational handovers are built into workflows, and tasks that previously required manual coordination — such as sending confirmations or requesting final numbers — are now automated.
The sales team benefits from clear agent pipelines, improved segmentation, and visibility into which agents are active, high-performing, or need follow-up — making it easier to personalise outreach and strengthen partnerships. Agent onboarding is now entirely digital, with forms, workflows, and nurture content working in sync.
Customer service is more responsive and consistent, with internal forms for amendments, refunds, and complaints now tracked and managed through Service Hub pipelines. No more chasing emails or relying on memory — every ticket is assigned, visible, and logged for reporting.
In the bigger picture, Cairns Adventure Group has positioned itself to scale. As they expand into new markets or add new brands, their HubSpot environment can support additional users, processes, and campaigns — with the confidence that data is centralised, teams are aligned, and customer experience is prioritised at every touchpoint.
Very attentive and easy to work with. They were organised, took feedback on board and have an 'always there to help attitude'. I would highly recommend using these guys! Thanks Engaging
Lisa Chambers
Head of Marketing
