---
title: "Adventure, automated: how Cairns Adventure Group is unlocking growth with Respax integration in HubSpot"
description: Cairns Adventure Group unified bookings, agent workflows, and service processes with HubSpot to boost efficiency and scale guest experience.
image: https://www.engaging.io/hubfs/cairns-adventure-group-raging-thunder.jpg
---

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# Adventure, automated: how Cairns Adventure Group is unlocking growth with Respax integration in HubSpot

Narrate this article

Adventure, automated: how Cairns Adventure Group is unlocking growth with Respax integration in HubSpot

1:08

![](https://www.engaging.io/hubfs/cairns-adventure-group-raging-thunder.jpg)

###### Industry

 Travel & Leisure

###### HubSpot Licensing

 Marketing Hub, Sales Hub, Service Hub, Data Hub, and Content Hub

###### About the business

 Cairns Adventure Group is a multi-brand tourism company based in North Queensland, offering adventure experiences like whitewater rafting, river tubing, and private charters.

###### Project Timeline

 3 Months

###### Integrations

 Respax (Now Cobber) custom API

###### [Website \>](https://cairnsadventuregroup.com.au/)

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. 

#### The problem Disconnected Processes Were Holding Back Growth

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.

###### Problem 1:

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.

###### Problem 2:

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.

The Solution

Building a Connected, Scalable System with HubSpot

As Cairns Adventure Group looked to scale across brands and regions, they recognised the need for a more connected, customer-centric platform that could align internal teams and reduce reliance on manual processes. Engaging.io designed a tailored HubSpot ecosystem to bring their group bookings, agent relationships, and customer service operations into a unified digital framework — one that’s built for scalability, visibility, and efficiency.

The Strategic Plan

The Implementation

Connected Deal Pipelines for Bookings and Sales

Custom API Integration with Respax

Scalable Agent Onboarding & Nurture Workflows

Streamlined Internal Service Processes

Marketing Assets for Multi-Brand Execution

The process

1. Built a dedicated Group & Charter bookings pipeline in HubSpot with custom stages to manage quoting, confirmation, and post-trip reporting.
2. Embedded automation for special condition flags and operational handovers, ensuring critical booking info reached the right teams on time.
3. Created a centralised Agent Sales pipeline, giving the sales team visibility into onboarding stages, engagement levels, and re-engagement triggers.

The process

1. Developed a custom GraphQL API to sync booking and agent data from Respax into HubSpot.
2. Enabled real-time updates on payment status, guest numbers, and reservation IDs directly in HubSpot deal records.
3. Supported ongoing 10-minute sync cycles for live operational visibility.

The process

1. Transformed the agent application process into a fully digital journey using HubSpot forms and workflows.
2. Implemented automated segmentation by agent tier, location, and activity level to personalise follow-up and training offers.
3. Built out nurture journeys for both new and returning agents with tailored content and reminders.

The process

1. Replaced inbox-based refund, complaint, and amendment handling with Service Hub pipelines and custom forms.
2. Introduced workflow-based assignment rules, notifications, and tracking to improve speed and accountability.
3. Centralised issue resolution with linked deal records and automated follow-ups.

The process

1. Designed modular email and landing page templates for nine CAG sub-brands using Figma and HubSpot’s CMS tools.
2. Enabled the marketing team to launch seasonal campaigns independently, without needing additional design or development support.
3. Set up unified unsubscribe management and audience segmentation across all business units.

Connected Deal Pipelines for Bookings and Sales

The process

1. Built a dedicated Group & Charter bookings pipeline in HubSpot with custom stages to manage quoting, confirmation, and post-trip reporting.
2. Embedded automation for special condition flags and operational handovers, ensuring critical booking info reached the right teams on time.
3. Created a centralised Agent Sales pipeline, giving the sales team visibility into onboarding stages, engagement levels, and re-engagement triggers.

Custom API Integration with Respax

The process

1. Developed a custom GraphQL API to sync booking and agent data from Respax into HubSpot.
2. Enabled real-time updates on payment status, guest numbers, and reservation IDs directly in HubSpot deal records.
3. Supported ongoing 10-minute sync cycles for live operational visibility.

Scalable Agent Onboarding & Nurture Workflows

The process

1. Transformed the agent application process into a fully digital journey using HubSpot forms and workflows.
2. Implemented automated segmentation by agent tier, location, and activity level to personalise follow-up and training offers.
3. Built out nurture journeys for both new and returning agents with tailored content and reminders.

Streamlined Internal Service Processes

The process

1. Replaced inbox-based refund, complaint, and amendment handling with Service Hub pipelines and custom forms.
2. Introduced workflow-based assignment rules, notifications, and tracking to improve speed and accountability.
3. Centralised issue resolution with linked deal records and automated follow-ups.

Marketing Assets for Multi-Brand Execution

The process

1. Designed modular email and landing page templates for nine CAG sub-brands using Figma and HubSpot’s CMS tools.
2. Enabled the marketing team to launch seasonal campaigns independently, without needing additional design or development support.
3. Set up unified unsubscribe management and audience segmentation across all business units.

The Implementation

- Set up role-based dashboards and reporting to track deal stage progression, agent engagement, and unresolved internal issues.
- Designed and deployed custom-branded email and landing page templates across nine sub-brands.
- Migrated key agent data from spreadsheets into HubSpot using manual import and property mapping.
- Built multi-step forms with conditional fields to reduce double entry and human error.
- Implemented a complaints and refund system using Service Hub and custom workflows, replacing untracked inbox-based processes.

#### The Impact and Results Empowering Teams, Enhancing Experiences, and Enabling Growth

 

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

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