Travel + Leisure Co.

Three standout metrics

94,638

emails sent during furlough

59%

email open rate

1.4 million

warm candidates in CRM

The voice of the customer

“How do you communicate personalisedpersonalized messages at scale to different audiences on different continents in various languages? The ‘one size fits all’ approach wasn’t going to work. PageUp is so easy to use, the purposeful partnership and full integration with our ATS made it easy to implement.”

Bill Malcolm, Director of Talent Acquisition, Travel + Leisure

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What wasn’t working

Travel + Leisure Co. is a global timeshare company headquartered in Orlando, Florida, with a portfolio of nearly 20 resort, travel club and lifestyle travel brands. When COVID-19 forced international border closures and lockdowns, resorts shut down and sales centers closed, forcing difficult decisions to furlough staff and halt hiring.

The team knew that bouncing back when restrictions lifted depended on keeping their workforce engaged. But they faced a number of challenges:

Needed to keep furloughed workers engaged, motivated and connected for eventual rehiring.
No way to communicate personalisedpersonalized messages in different languages at scale to furloughed audiences.
No way to attract, nurture and build a pool of warm candidates ready for re-starting hiring when restrictions lifted.

The turning point

Bill Malcolm, Director of Talent Acquisition, and the team knew they needed to keep their global workforce informed and engaged during furloughs. They also had to consider long-term strategy: once lockdowns ended and borders were option again, they’d need to rebuild the workforce at speed.

The team already used PageUp to attract and nurture external candidates. They decided PageUp Clinch was the right solution to keep their talent engaged based on its proven flexibility, capability and agility.

The shift began in three phases:

Creating a dedicated engagement hub

Using PageUp’s self-service career site functionality, the team built an internal microsite full of resources, content, news and future job opportunities to engage furloughed workers.
Automating, scaling and personalisingpersonalizing internal comms

The team used PageUp’s automated SMS and email workflows to deliver targeted messages across different audience groups and languages.
Building a warm talent pipeline

Moving candidates from the existing ATS into PageUp’s CRM allowed the team to nurture and re-engage passive talent, eventually creating Travel + Leisure’s top sourcing channel.

The solution in action

Travel + Leisure used PageUp to connect with furloughed workers and rapidly rebuild their workforce, enabling the business to recover fast from COVID-19.

Key initiatives included:

Constant communication

The team sent 94,638 emails during Travel + Leisure’s furlough engagement program, achieving a 59% open rate and 30% click through rate.
Automated, multilingual workflows

Automated, multilingual workflows enabled the team to deliver targeted emails and SMS communications across different audience groups and languages.
‘Connections’ microsite

Appropriately called ‘Connections’, the team built an internal hub constantly updated with relevant content, including photos of mask-wearing employees within weeks of mandates.
Heat map engagement tracking

PageUp’s heatmapping functionality revealed what content resonated most with furloughed employees, allowing the team to optimiseoptimize messaging in real time.
Building a top-performing talent pool

The team moved past candidates from their existing ATS into PageUp’s CRM, using its automated workflows to create a warm talent pool. This pipeline eventually became Travel + Leisure’s top sourcing channel.

The impact

Hard ROI

94,638 emails sent during furlough engagement program
59% email open rate
30% click-through rate
1.4 million warm candidates in CRM

Soft ROI

Furloughed workers stayed informed, engaged and connected during the pandemic.
Rapid workforce rebuilding when restrictions lifted meant Travel + Leisure could capitalisecapitalize on suppressed demand for travel.
Keeping furloughed employees engaged and nurturing past candidates saved recruitment costs and helped Travel + Leisure go faster to market.
PersonalisedPersonalized, optimisedoptimized communication at scale across multiple languages and locations.