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[Manage content](https://www.hubspot.com/use-case/manage-content) - ## Startups & Small Businesses - [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) - [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) - [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) - ## Artificial Intelligence - [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) - [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) - [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) - By Team Size - ## By Team Size -  ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) -  ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) - Why HubSpot? - ## Why HubSpot? -  ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) -  ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) -  ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. 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With approximately 70 staff, a fleet of 240 motorhomes, and around 3,000 customers annually, the company serves travellers seeking a high-end, personalised experience. Wilderness Motorhomes, a premium New Zealand motorhome rental provider, needed to eliminate fragmented systems that were undermining customer experience and team performance. By consolidating marketing, sales, service, and content into HubSpot’s Smart CRM - and activating Customer Agent as an always-on digital teammate - the company has created a connected, AI-enabled customer platform that supports operational efficiency and premium service at scale. #### The Background Wilderness Motorhomes operates in the travel and tourism industry, renting premium motorhomes across New Zealand to a global B2C audience. With approximately 70 staff, a fleet of 240 motorhomes, and around 3,000 customers annually, the company serves travellers seeking a high-end, personalised experience.  Unlike many operators, Wilderness works directly with customers - no intermediaries. Marketing, sales, service, digital, and development are all managed in-house, giving the business full ownership of the end-to-end customer journey. #### The Challenge Scaling Premium Service Without System Friction Before HubSpot, customer data lived across multiple systems. Salesforce was used by some departments, the booking engine contained separate records, and spreadsheets filled operational gaps. Information existed - but it wasn’t unified. When customers contacted the business, staff often couldn’t see the full history of interactions. Booking details, prior conversations, and contextual notes weren’t surfaced in one place. Teams spent unnecessary time searching for information before they could resolve issues. For a premium brand built on personalised service, this created friction. *“Our people are our greatest asset,”* says Marcel Peifer, Head of Digital & Sustainability. “*Seeing them demotivated because the systems let them down - that’s when we knew we had to change*.” Wilderness needed more than a CRM. They needed a connected platform that could centralise data, integrate with proprietary systems, and scale globally. ####  #### The Solution Unifying Data to Power a Smarter Customer Platform Wilderness selected HubSpot for its usability, integration flexibility, and holistic platform approach. Today, the company runs across one source of truth.  Because Wilderness operates proprietary systems - including a custom-built booking engine - the team connected these core systems into HubSpot as the central platform: - Bi-directional sync with their proprietary booking engine - Fleet management integration (Fleetio) - Aircall telephony integration - API connections to internal analytics dashboards Customer, deal, booking, and vehicle data now connect inside one platform - eliminating silos and duplication. This foundation enabled Wilderness to layer AI directly onto a unified data core. Bringing AI into the Customer Journey As a content-rich organisation, Wilderness had invested heavily in detailed website resources covering vehicle specifications, travel logistics, and policies. HubSpot’s Customer Agent transformed that content into an always-on, AI-powered support channel.  Always-On Support for a Global Audience Customer Agent now handles common queries across chat and email, including airport pickups, inclusions, and travel logistics - instantly and accurately. - 81% AI resolution rate on website chat - 60% AI resolution rate on WhatsApp Customers receive answers in real time - even outside New Zealand business hours. Before implementing Customer Agent, response times could extend up to 12 hours, and after-hours enquiries were often missed. Today, 50% of all conversations happen after hours (up from 35%), ensuring customers receive timely responses when it matters most. The agent also responds in multiple languages, improving accessibility for a global market.   Automating the Routine to Elevate Human Service By automating repetitive queries, Customer Agent significantly reduces manual handling for the service team. Customer Agent now supports: - 150 conversations resolved by AI monthly - 250 WhatsApp conversations per month (up 400%) Instead of answering routine questions, the team can focus on high-value interactions - proactive calls, personalised travel discussions, and premium vehicle handovers. > *“Customer Agent frees up our team to do what they’re really good at - being human,”* says Peifer.   Turning Real-Time Answers into Revenue Momentum  Customer Agent also plays a role in revenue generation. Previously, after-hours enquiries were often missed - resulting in lost opportunities to convert high-intent travellers. Today, with 24/7 AI-powered responses, Wilderness captures and supports more of this demand in real time, ensuring customers receive the reassurance they need to proceed with booking. By reducing friction at the final stages of decision-making, the agent supports premium bookings while intent is high.  #### __The Impact__ - Always-on customer support, without expanding headcount - 24/7 AI-powered agents handle routine enquiries across web chat and WhatsApp, freeing the team for high-value interactions. - 81% AI resolution on website chat, resolving ~150 conversations monthly - most enquiries are handled instantly, reducing reliance on human support and freeing the team to focus on high-value, personalised interactions. - 400% growth in WhatsApp engagement - a new, AI-powered channel expands global reach and enables customers to engage in their preferred language. - 50% of conversations now happen after hours - more high-intent travellers get answers when they need them, capturing demand that was previously missed. - Full-funnel visibility across marketing, sales, and service - unified data connects website behaviour, conversations, bookings, and support, enabling smarter engagement and better decisions. > “*It’s the unsung hero in the background*. *HubSpot empowers our teams. It gives them the tools they need to deliver the premium experience our customers expect,*” says Peifer.   __Looking Ahead: Scaling with AI and Simplicity__ For Wilderness Motorhomes, HubSpot has evolved into a true Agentic Customer Platform - where unified data, AI agents, and human teams work together seamlessly. Customer Agent handles routine interactions. HubSpot surfaces insights across marketing, sales, and service. Humans focus on delivering premium experiences. As AI capabilities expand, Wilderness plans to deepen automation while preserving its high-touch brand - scaling intelligently without sacrificing service quality. HubSpot enables them to grow - without losing the human touch. Table of Contents Table of Contents - [The Background](https://www.hubspot.com#the-background) - [The Challenge](https://www.hubspot.com#the-challenge) - [The Solution](https://www.hubspot.com#the-solution) - [The Impact](https://www.hubspot.com#the-impact)  > HubSpot empowers our teams. It gives them the tools they need to deliver the premium experience our customers expect. Marcel Peifer Head of Digital and Sustainability [Wilderness Motorhomes](https://www.wilderness.co.nz) [](https://www.wilderness.co.nz)  ### Start Growing With HubSpot Today With tools to make every part of your process more human and a support team excited to help you, growing your business with HubSpot has never been easier. [Get a demo](https://offers.hubspot.com/crm-platform-demo) ##### Related Case Studies -  ### Europe Express’ Travel Advisor Experience and Bookings Take Off with HubSpot - Travel & Leisure - 25-200 employees - Marketing Hub * * * [Read more](https://www.hubspot.com/case-studies/europe-express) -  ### How Panoramic Doors Gives Every Homeowner Expert Answers at the First Click with HubSpot's Customer Agent - 25-200 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) -  ### FitForMe's Recipe for Growth: How Aircall and HubSpot Turned Conversations into Conversions - 25-200 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/fitforme) -  ### Loop & Tie Increases User Acquisition by 51% With the Twilio Segment App for HubSpot - 25-200 employees - Marketing Hub - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/loop-and-tie) -  ### ManoByte Revenue Doubles YOY for 4 Years As HubSpot Partner - 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