Chartio Shut Down and Manual Spreadsheets Couldn't Scale
Pack Up + Go originally used Squarespace with Chartio for their business intelligence needs. As the company grew, increasing complexity made their existing setup unsustainable.
The team faced mounting operational challenges:
- A surge in travelers created complexity across repeat customer management, flight cancellations, issue tracking, and customer feedback processing
- Chartio was discontinued, forcing an urgent platform migration with no fallback
- Manual cloud-based data management hindered inter-team sharing and external partner collaboration, including audits
- The company began developing a proprietary tech stack and CRM, and needed analytics capabilities to match
Without a centralized analytics platform, Pack Up + Go struggled to maintain visibility across their rapidly growing operations serving thousands of travelers across hundreds of destinations.
"Beyond the tool itself, the level of customer service and support that the Knowi team provides is a differentiator, especially for small business owners."
Unified Dashboards for Operations, Marketing, and Social Impact
Pack Up + Go connected their custom CRM and spreadsheets into a unified system through Knowi, replacing the gap left by Chartio with capabilities that went far beyond their previous setup. By pulling in multiple data sources, the team built a single source of truth for every department.
The platform enabled:
- Real-time dashboard reporting for daily operations tracking across the entire team
- 24/7 customer service management with issue tracking and resolution visibility
- Marketing optimization through email segmentation, targeted campaigns, and remarketing to past travelers
- Social responsibility tracking with dynamic dashboards monitoring their 20% women and minority-owned business recommendation goal across 30,000+ recommendations
- Data-driven decision-making using historical trip data across 300+ destinations
The user-friendly interface meant non-technical team members could build and interact with dashboards independently through self-service analytics, without requiring engineering support.
Operational Visibility Across Every Part of the Business
Real-Time Operations
Daily KPI tracking across planning, customer service, and feedback for 40,000+ travelers and 300+ destinations.
Marketing Optimization
Segmented email lists, remarketing to past travelers, and nuanced campaign creation driving improved performance.
Social Impact Tracking
Dynamic dashboards tracking 20% women/minority-owned business recommendation goal across 30,000+ small businesses.
24/7 Support Visibility
Real-time visibility of open customer issues enabling faster, more accurate resolution and positive traveler testimonials.
