Revolutionizing customer engagement at congresses

Hero image for customer engagement case study showing two mobile devices with the appointments and customer listing feature

About "Appointments" & "Customers"

Each year, organizations spend millions of dollars and hundreds of hours of effort towards meeting with their customers. Some of the most important meetings occur face-to-face at events.

These meetings are vital for developing long-term relationships and driving business outcomes.

In 2017, Cadence broke into the market with two new features, Customers, and Appointments, to make the meeting planning, scheduling, and reporting process more effective.

Cadence has since made a lot of impact, especially for fortune 500 organizations in the health and life sciences sector. As one seasoned executive put it, “35 years in pharma and this is the best platform I’ve ever seen.”


Less time scheduling meetings


More meetings


Reduction in event-related expenses
Appointment listing on web and appointment details on mobile

About Cadence

Cadence is a platform for managing and experiencing in-person and virtual events. It’s used for live sessions, messaging, event materials, networking, customer engagement, registration, live polling, leaderboards, and more. Some of the most respected organizations use Cadence to take their events to the next level.
Logos of Cadence customers such as Nike, Merck, Zendesk, MIT, TedX, and Harvard

Pre-Cadence workflow

Before we built the Appointments and Customers features, an organization’s workflow for customer engagement could look something like this:
Bullet point
Stakeholders and team leads strategize on which events the organization will be attending
Bullet point
Based on the geographical location and topic of the event, specific customers are prioritized and targeted
A third-party is contracted to schedule the meetings 6-8 weeks before the event begins
Customer outreach and meeting tracking is done via email and Excel
During the event, daily printouts are distributed that list an employee’s meetings
Meetings occur in designated rooms within the venue and attendance is marked for compliance purposes
Post-event reports are compiled in order to inform future business decisions

People who make this happen

Avatar of executive
Drive high-level decisions
Avatar of organizer
Are the "face" of the meeting
Avatar of scheduler
Schedule and manage meetings
Avatar of employee
Meet with customers at event
Avatar of customer
Meet with employees at event
Avatar of support
Support Reps
Provide any needed assistance

Key problems

There was no single source of truth for viewing individual or team meetings, resulting in poor visibility and communication breakdowns
Scheduling and rescheduling was done manually via email back and forths, which was very tedious and difficult to keep track of
Meetings could be in a separate system, which meant using multiple apps for a single event
Post-event reports took weeks to compile
Event-related data didn’t feed back into the systems the organization relied on

How we learned about our users

Discovery Interviews
Post-event surveys
On-site support
Internal Workshops