We often think of technology as a way to optimize our business processes and keep ourselves organized internally, but it offers far more than a solution for streamlined operations. In fact, technology’s external role in enhancing the client experience is arguably even more invaluable than how it serves us internally. After all, what’s a business without satisfied customers?
The reality is that today’s market doesn’t just expect a digital experience—they demand it. The need for tech has been present for a while, but it became a hot priority for many businesses as COVID-19 forced businesses to take client interactions online. Using tech to interact with leads, market your business, onboard new clients, and collaborate with event teams became a necessity for event pros across the industry.
As we navigate the later stages of the pandemic and look ahead to recovery, it’s safe to say that tech solutions aren’t going anywhere. Businesses and clients alike have grown accustomed to operating remotely and planning from a distance, so go ahead and get comfortable with the new procedures you’ve implemented in the last year and a half.
Going forward, start looking for new ways to improve your client experience with virtual tools that increase efficiency and satisfaction. (Yes, you can have the best of both worlds!)
Here are a few ways to consider implementing tech in your client-facing processes to enhance the experience for all parties involved.
Make the booking experience as easy as a few clicks.
When you think about how business was done back in the day, you probably think about signing paper contracts, running to the post office (or using the fax machine!), and waiting for a check to arrive in the mail. Hopefully, these no longer apply to your business—but, even if you’ve moved your booking system online, you may still have some gaps left in the workflow that leave your clients feeling confused about what to do next.
For example, are you using a single system to generate contracts, send invoices, accept payments, and manage the event team? Or, is your client receiving emails from every direction that makes them feel bombarded and overwhelmed?
When you simplify your approach with a one-stop platform that handles all the good stuff, your clients will have a streamlined experience that feels natural and flows along seamlessly. (Bonus: You’re more likely to get payments quicker when you make it easy for them!)
Keep them in the loop at all times.
From the ingredients in their breakfast to the status of their event planning, today’s modern client likes to be informed. They’ve invested a significant amount of money into their event, so they naturally want to see their payments put to good use!
Rather than waiting for them to check in with you for a progress report, offer them the opportunity to collaborate with you and the rest of the event team through a shared platform. They’ll appreciate the ability to track progress in real-time, and you don’t have to worry about fielding emails and phone calls at all hours of the day. It’s a win-win situation!
Take on the heavy lifting.
Juggling vendor management can be a lot to handle for a client who also has a full-time job and family responsibilities to attend to in their day-to-day life. Take the weight off of them by managing it for them! Of course, you’ll need permission to sign and pay on their behalf—but most clients are more than happy to take that added stress off their plate.
The added benefit here is that you don’t have to worry about following up with clients on late payments or unsigned contracts—since you’re taking care of it, the client won’t cause any delays in the process. Easy-peasy!
Automate the payment process.
Automation is a great way to save you time from manually sending invoices on the backend, but it also sets clear expectations for your clients in terms of payment due dates. As a result, they know to expect an invoice on certain dates and, if they’re inclined, they can set up auto-payments, so they don’t have to worry about it.
Again, this saves you the trouble of chasing down payments and holding up the planning process while waiting for a late payment. With auto-payments set up, you can keep up the momentum, and your clients don’t have to consider a thing!
Are you facing inefficiencies and gaps in your workflow? Tech is the answer, without a doubt. There are countless ways to implement digital solutions to boost the client experience and streamline your operations. Start by auditing your current tech and see where you could use more assistance!
