Case Study: Capital One Luxury Travel achieves faster partner onboarding with Assembly

How Capital One Luxury Travel Balanced “Build vs. Buy” with Assembly

Capital One Luxury Travel faced the challenge of scaling its global hotel partner program, which was being managed through inefficient Google spreadsheets and lengthy email chains. This process created significant friction, taking up to 60 days to onboard a single partner. They needed a streamlined, branded solution to improve the partner experience and support their growth, leading them to evaluate a build-versus-buy decision with vendor Assembly's client portal software.

The solution from Assembly provided a white-labeled portal that combined an off-the-shelf product with the flexibility for deep customization. This included custom onboarding forms, client messaging, embedded training, and automated notifications. By using Assembly, Capital One Luxury Travel more than doubled its portal users, grew its hotel partners to over 1,100, and cut onboarding times in half, from 60 days to approximately 30. The platform also enabled them to centralize partner engagement and connect partner data directly to internal quality control processes.

Capital One

Phillip LaRue

Senior Director of Luxury Travel