"We needed a software that would help us to scale and take the next step." – Sebastian Gnagnarella, SVP of Technology at Inspirato

Company Inspirato
Industry B2C

The Customer

Inspirato is the leading brand for luxury residential travel.

The Challenge

Inspirato wanted to move away from custom-built billing platform and modernize their IT infrastructure with a more nimble solution to help the company scale.

The Solution

Zuora’s flexible subscription management system supports Inspirato’s growth with flexible pricing, payments, and revenue recognition.

The Benefits

Inspirato can now scale easily and add new members and travelers, and expand internationally when ready.

"We were looking for a disruptor in the market because we pride ourself on being disruptors in what we do. Zuora checked all the boxes” - Sebastian Gnagnarella, SVP of Technology at Inspirato

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Inspirato's Story


Zuora’s flexible subscription management system supports Inspirato’s growth with flexible pricing, payments, and revenue recognition automation.

Inspirato is the leading brand for luxury residential travel. Similar to five-star luxury hotels, and unlike internet vacation rental brokers, the company manages and controls the guest experience in its branded Inspirato Residences with exclusive control of its properties, service, operations, and rates. As a customer-centric hospitality company, Inspirato understands the importance of offering a seamless customer experience. “When you join Inspirato – from the moment you come to our website to the moment you take your trip – everything has to be awesome. Paying for your membership has to be an afterthought. It has to be completely seamless,” says Sebastian Gnagnarella, SVP of Technology at Inspirato.

“We were using a homegrown system which was fine for five to ten thousand customers. But we needed a software that would help us to scale and take the next step. From the very beginning, we knew we needed a cloud-based solution that had a robust API we could integrate with. We knew we needed something that could integrate out of the box with Salesforce. And we were also looking for a disruptor in the market because we pride ourself on being disruptors in what we do. Zuora checked all the boxes,” he explains.

Zuora’s flexibility means Inspirato can offer its customers more choices in what they buy and how they pay for it. “An outcome we have achieved with Zuora is what I call the ‘Ultimate Product Configuration.’ Although the product is always similar, we offer our customers different ways to pay for it. And we have achieved that flexibility with Zuora. I always like to say that the product has to be really simple to explain. But then, how you execute that product has to be fully customizable,” says Gnagnarella.

Payments are now automated, saving the Inspirato team significant processing time and bringing in more revenue. “Pre-Zuora, our credit card processing failure rate was close to 15-20% but after implementing Zuora, that has reduced to 5-10%”, says Gnagnarella. Our solution also helps Inspirato with revenue recognition and reporting. “Zuora has shortened our monthly closing process by around 50%,” he says.

What’s next? The company wants to continue breaking down their IT stack and adopt a micro-services model so it’s easier to maintain and scale.”Right now we have 15,000 customers. Whatever we are building has to work for 100,000 customers, says Gnagnarella.

“Pre-Zuora, our credit card processing failure rate was close to 15-20% but after implementing Zuora, that has reduced to 5-10%” – Sebastian Gnagnarella, SVP of Technology at Inspirato

“Zuora has shortened our monthly closing process by around 50%” – Sebastian Gnagnarella, SVP of Technology at Inspirato

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