Case Study: YouTrip achieves agile collaboration and halves customer response time with Slack

YouTrip relies on Slack as its digital HQ to stay agile and innovative

YouTrip, a Southeast Asian multi‑currency mobile wallet used by over 1.5 million travelers, faced the twin challenges of rapid growth and the need to stay agile during the pandemic while coordinating a 100‑person team across Hong Kong, Singapore and Thailand. The company also needed better ways to launch personalized marketing, scale customer service and pivot into new products like B2B payments without losing speed or transparency.

YouTrip made Slack its digital HQ, using channel-based collaboration, integrations (Google Workspace, Zoom, DocuSign, Zendesk, Zapier) and a custom Slack app to surface customer status with a slash command. Project channels centralized roadmaps and cross‑team work (powering the YouTrip Surprise campaign), cutting customer response time in half and driving three times more participation in the campaign, while preserving agility and an open, scalable culture.

YouTrip

Kelvin Lam

Chief Operating Officer