XFAIR Services – How our solutions are implemented

Ms. Herrmann, your team is the main point of contact for every customer at XFAIR. What is the classic approach in the run-up to a new trade fair project?

The classic approach is that as soon as the quotations have been signed and confirmed by the customer, we start with an internal project handover to a member of my team, Customer Care, and a colleague from Technology; these two people are then the main people responsible for the project. The delivery bill is discussed in detail with them and Customer Care starts by contacting the customer. This usually takes place in writing. We introduce ourselves as the contact person for new customers and for existing customers we get back to them in the same way. This means that our existing customers generally remain with the account managers they know.

The initial contact is followed by several meetings in which we work out a rough milestone plan based on the delivery bill, set delivery dates and determine customer requirements that may be added in the course of the project and may also require further developments within our systems. Of course, the topic of data protection is also dealt with in collaboration with the customer and our data protection department.

As the project progresses, both teams – Customer Care and Technology – discuss their respective areas of responsibility with the customer and then meet from time to time to document the progress of the project.
For Customer Care, these areas of responsibility can include, for example, the creation of an online registration with and for customers, in which customized query values for the organization of the trade fair are listed, such as the presence of participants at the trade fair, the respective product responsibility, all parameters of hotel management and meeting room booking or even exhibitor badge booking.

Our apps are of course customized by my team, just like the registration. We offer a check-in app, a catering app and also have a lead app in use, as well as our My Event app, which combines all our solutions in the broadest sense and can provide customers with additional information or a document download area. We also offer the option of guest management services. This means that we take action in the course of hotel management if rebookings need to be made or colleagues have queries for us. We are also in contact with the hotels, adapt booking lists and much more, as required.

What does customer care involve during and after the event and what makes XFAIR services stand out?

During the event or trade fair, we are usually on site with the project managers from Customer Care and Technology and, depending on the size of the project, have additional support staff with us. We train the information desk staff and, of course, the catering staff when our catering solutions are in use. We are also happy to attend pre-briefings at the trade fair stand – this is simply part of our hands-on mentality at XFAIR in general and in the Customer Car team in particular. This means that no matter where something is still missing, we naturally lend a hand, are also happy to make last-minute changes and, in my opinion, are characterized by our flexibility.

Everyday trade fair or event life is always very unpredictable and sudden changes, sudden unforeseen events can occur at any time and then you have to rethink at short notice, perhaps adapt solutions and react quickly but still precisely. This is definitely a major characteristic of XFAIR: customer satisfaction is our top priority.
After the event, there are the evaluations that the customer requests. We also do a feedback round at the end, in which we evaluate: What was good, what has room for improvement, what we might want to do differently together next time. This content is then taken to the next round and sent to the customer together with the aforementioned evaluations.
Otherwise, of course, we may only be available remotely by phone or via Teams for smaller events. Of course, you don’t have to book our on-site service if this exceeds the price or perhaps also the scope of the effort involved. We now also have customers who are using this very extensively this year (2024), and it is actually working very well.

What are the most underestimated challenges in everyday trade fair life and what makes working in customer service so rewarding?

I think the most underestimated challenge is actually how quickly time flies when you’re so busy and still want to carry out all the last-minute tasks. On the other hand, in my opinion, a particularly big point is that the event or trade fair was first created on the drawing board. In theory, you have thought it through with all the trades and then something usually happens at the trade fair or event, which is why it doesn’t work as planned. Of course, this requires a high degree of creativity, ingenuity and flexibility. Then you just say “Ok, well – plan A didn’t work, here’s plan B and possibly plan C and now we’ll just see how we can make the best of it and save the whole situation.”. I think it’s really challenges like this that we’re facing.

In recent years, it has mainly been external challenges. Due to the coronavirus pandemic, there were regulations that had to be adhered to, which raised the question for everyone in the event industry: how can events take place despite all the restrictions? Something like that can hit you that you hadn’t thought of before.

But what makes it worthwhile in any case is when you and the customer can look back with satisfaction at the end of the day on a first day at the trade fair or at the end of the trade fair on a successful project with the knowledge that you have achieved it together. We really develop a very high level of customer loyalty, also on a personal level, because these are very intensive projects. These are projects that have a long lead time, which means we grow very close to our customers. And that actually makes it very nice.

Are you also in the process of planning a major event? If you need support with topics such as invitation management and hotel management or are looking for digital solutions for complex tasks such as stand management and meeting room management, contact XFAIR with confidence. We will be happy to help you. Simply contact us using our contact form.