Company: CTS Central (Corporate Travel Service)
Industry: Travel & Tourism / Group, Educational, and Pilgrimage Travel
Key Systems: HubSpot (Sales Hub, Service Hub, Marketing Hub), Salesforce (legacy), Capstan reservation system, Zoom Phone, Outlook
CTS Central plans group travel that people remember for a lifetime: pilgrimages, educational tours, performance travel, Good News cruises and conferences, and leisure trips through its Exceptional Journeys division. Each division has its own website, audience, inboxes, and sales motion, and every trip involves a group leader plus dozens of individual travelers who each need the right information at the right time.
At that level of complexity, CTS Central wanted a CRM that its sales, service, and marketing teams could share every day, and one that could connect to the reservation system where its travelers live.
When CTS Central engaged Unlimited, its business had grown beyond the platform it started on.
CTS Central wanted a CRM that could change as quickly as its programs do, and that would capture every email, meeting, and call automatically. Its client relations team, known for personal service, wanted built-in reporting on time to close and time to first response, plus a structured way to route cases across its General, VIP, and Super Cruise queues.
In short, CTS Central was ready for a CRM that matched the quality of the trips it delivers, and it needed a partner who could migrate years of history, rebuild each team's workflow in HubSpot, and get roughly 60 users trained and live on a fixed timeline.
Unlimited started with a build-first approach. Instead of a long documentation phase, the team stood up a working HubSpot prototype in the first weeks so CTS Central could react to something real, and so CTS Central's own developers had a concrete target for their reservation-system integration.
The first deliverable was a carefully scoped move off Salesforce. Unlimited mapped Salesforce opportunities, record types, stages, and stage-specific fields into HubSpot pipelines, including separate International and Domestic pipelines with required fields at key stages. More than 15,300 contacts were migrated with their company associations, and the team carried over all 1,694 open tasks so every active follow-up continued without interruption. On cutover night, Salesforce went read-only, the final migration ran overnight, and a full backup export was kept so any historical detail could still be retrieved later.
The second deliverable was a Service Hub help desk that mirrors CTS Central's real queues. General cases, high-end programs such as Patrons of the Arts and Legatus, and Super Cruise each have their own pipeline and connected team inbox, with signatures by queue. HubSpot's native reporting now covers time to close, time to first response, and volume by agent and team, giving leaders these numbers on demand.
The third deliverable brought CTS Central's marketing into HubSpot. Unlimited guided installation of HubSpot tracking on all eight websites and completed email domain authentication. The team introduced a master-form approach, where one form can serve multiple sites and workflows route each submission by page and division, plus subscription types for Pilgrimage, Good News Cruise, Good News Conference, Leisure Travel, and Performance Travel. A suppression list and automation keep bounced and unsubscribed contacts from counting against CTS Central's marketing contact tier. Social accounts and Meta and Google Ads were connected, and a Marketing Channel Performance dashboard now shows traffic and conversions by source.
The fourth deliverable was the integration design between Capstan, CTS Central's reservation system, and HubSpot. Each trip deal passes its HubSpot ID to Capstan, so passengers who book are synced back and associated with the right trip automatically. Association labels such as Group Leader, Passenger, Sponsor, and Family Member show each person's role, and a custom Reservation object gives agents the traveler's booking details the moment they open a contact. A field-by-field data map defines which system owns each value, so the two systems never overwrite each other.
The final deliverable was enablement. Training was phased: core admins first, then marketing, sales, and the client relations team, with every session recorded and stored in a shared training plan. Unlimited wrote nine end-to-end test scripts that CTS Central's key users ran before launch, building internal experts who could answer questions after go-live. CTS Central also has access to HubMasters, Unlimited's daily open office hours for HubSpot users.
Live on HubSpot on schedule. CTS Central moved its sales, service, and marketing teams onto HubSpot, with Salesforce retired to read-only and a full backup preserved.
A launch the service team called seamless. Shortly after go-live, CTS Central's Customer Service Manager described the transition as "as close to seamless as you can get."
Activity captured automatically. Emails, meetings, and calls now log to the right contact, company, and deal, giving every team the full history of each traveler and group.
A marketing team that runs its own campaigns. Segmented, personalized email, social publishing, and ad reporting now live in one platform.
A foundation that keeps growing. CTS Central continues to work with Unlimited on its next phase, including the Capstan integration and automated passenger communications.
CTS Central's challenge was not only switching CRMs. It was moving several divisions, a client relations team, and a marketing team onto a new platform on a fixed deadline, without losing history or disrupting trips already on the calendar. Unlimited's HubSpot implementation team designed the migration, help desk, marketing setup, and integration plan around how CTS Central actually sells and serves travelers.
That same team is still working with CTS Central after launch, helping connect reservation data and automate traveler communications, the kind of work that is only possible once the foundation is in place.
Contact us to continue the conversation