Demonstrating the value of events in driving client success.
increase in client cost savings
travel cost savings for client event
increase in staff productivity
Established in 1986, cievents is an award winning, full-service event management agency. The global team works with a diverse range of clients across industries to meet and exceed the goals of their clients.
The events team has grown their expertise within the event technology function at cievents over the last several years. “Our pre-Cvent days were very manual,” explains Ali Roberts, Technology Leader. The organization did not previously have a team dedicated to building their technology solutions, a role Ali has grown into while managing their Cvent partnership. “The goal with event technology is to personalize the attendee journey as much as possible, from the registration process through the event,” she notes.
Managing Manual Processes and Pressures
Previous manual efforts often resulted in delays and inaccurate data sets that directly impacted client satisfaction. Sourcing for major events like the Growth Incentive required days of manual searching and sending emails across regions for local staff insights. There was no visibility into costs year-over-year or between regions.
In 2015, cievents managed their client’s Worldwide Conference. Held every three years for over 3,000 attendees, they found complex registration processes to be unmanageable. “Our registration site was pretty much nonexistent,” explains Hayley McMeeken, Director of Business Improvements. Manual data entry into Excel resulted in frequent errors with no way to track updates across teams. Registration required cross-checks, phone calls, and emails to every single attendee. The results showed significant areas for improvement. “You all kind of feel it personally when an event doesn’t go so well, so it took a little while for us to regroup,” says Hayley. There was a heavy financial impact as a result, lapses in duty of care, and undue pressure on an already overtaxed team.
New Technology for a New Registration Experience
Adopting Cvent’s Event Marketing and Management platform has allowed cievents to radically scale their processes. Features like the Meeting Request Form are now crucial to business success. The form allows coordination amongst different teams, improving workflows. The data also syncs directly with the RFP and registration system, minimizing manual headaches and increasing client satisfaction.
For the 2018 conference, the team partnered with their Cvent account representatives to create a concrete plan for registration. The new registration site combined two previously separate experiences, significantly reducing cross-checks and data errors. A sophisticated network of parked reports, planner alerts, and event emails notified the relevant registration teams of any changes in real-time. “This meant that 99% of our cross-checks were done by the system, so we saved around about 500 hours of manpower during the registration,” explains Hayley. “It meant when we came to the confirmation letters, it was a single click of a button and they were all sent, rather than our manual 3,000 people send out from Outlook.” Building the site saved over 55 hours, or $6,875 per event. Another 180 hours were saved on attendee management processes.
For the registration site across other events, the team relies on custom data tags to create consistency and ease of understanding when pulling reports. Planner alerts help manage registration for hundreds of sessions, regardless of registration pathway or language requirement.
To improve the sourcing timeline, the team now sources venues through the Cvent Supplier Network. RFP’s are easily submitted to viable venues, giving the team visibility into all submitted RFP’s and room rates across the organization. Improved negotiations with hotels guarantee the best rates, decreasing room rates by 20% per room, per night as a result. With automated technology, the team has reduced sourcing timelines by an impressive 43% overall.