Event Agency: Building a Connected Client Experience

Event Agency:

About the client

A leading event agency specialising in weddings, private parties, and corporate events.
Country:
USA
Industry:
Events & Hospitality, Entertainment
Service:
Salesforce implementation, CRM customization, custom software development, Salesmsg integration
Duration
January - May 2025
Model:
B2C, B2B
Team size:
1 project manager, 1 business analyst, 1 Salesforce admin, 1 full-stack Salesforce developer, 1 QA engineer
Key technologies:
Salesforce Sales Cloud, Salesforce Marketing Cloud, Lightning Web Components, Apex, Email Studio, Data Loader, SalesMessage integration, Monday.com integration

Client’s challenge

The event agency reached out to NEKLO as they were struggling with fragmented tools, while trying to increase customer engagement, shorten lead cycles, and upsell to their customers. While they were satisfied with Monday.com for event planning and management, the client managed communication through emails, phones, and spreadsheets, with no single place to track conversations, leads, or bookings. The team often missed or delayed follow-ups, and manual work distracted them from focusing on what they did best: creating unforgettable events.The client put strong emphasis on pressing deadlines: to streamline their marketing, sales, and upsales ops by the beginning of summer, their high season.
  • Shopify migration during peak season
  • Unstable performance
  • Lack of functionalities
  • Separate admin panels for numerous stores
  • Need for custom integrations
  • Complex infrastructure support
  • Inefficient site maintenance by in-house team

Solutions

Our team at Neklo stepped in to help the agency move to a centralised, automated workflow. We performed the following activities on the project:

Marketing

Set up Marketing and Sales Clouds and customized them to match the client’s industry-specific processes

Integration

Integrated SalesMessage, a third-party messaging tool (through a native connector), enabling the team to send and receive SMS directly from Salesforce. That was a perfect solution for quick updates, confirmations, and personalized messages

Automation

Automated lead follow-ups, reminders, and post-event thank-you notes

Migration

Migrated the existing client and lead base into Salesforce

Monday.com integration

Integrated Salesforce with Monday.com (through a native connector), in order to sync their marketing and sales with their operations

Increase efficiency

Trained the team to use their new tools efficiently and get the most out of the integration

Set Up

Set up workflow automation in Marketing Cloud (emails) and Salesmsg (txt, calls) to promote additional services to existing clients, such as rebates for corporate events, and discounts for the next birthdays
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Want to hire a custom software development company?

Anastasia Vasilevich
Business development manager

Result

The new setup transformed how the agency communicates and manages events:

- All client data and conversations now live in one place

- SMS automation through Salesmsg reduced response times by 20% and improved client satisfaction by 15%

- Fewer missed follow-ups and faster booking confirmations, same-day or next-day in most cases

- Teams finally had visibility into every stage of the client journey

- 15% more clients reacted positively to the idea of recommending the service to others

- 7% ordered the service for their other events
Thanks to Salesforce, Salesmsg and several months of our tight collaboration, the client now runs smoother, communicates faster, and keeps their focus on creating experiences their clients remember.

Right now we are discussing the next phase with the client: setting up the Experience Cloud, where customers can have a more instant control over their planned events.