July AirWaves Key Takeaways
This week we returned with another installment of our bi-monthly AirWaves Webinar which gives EventsAir customers the latest developments from company news, technology, product, and more.
Check out the highlights below.
Company update – Chris Ridd
Key people updates – welcome to the team!
We have secured two key leadership roles across our offshore regions with Nick Thornton joining the team as Global Chief Revenue Officer and Andy Baillie stepping into the role of Regional Lead – EMEA.
Both Nick and Andy bring a wealth of experience in SaaS, and we look forward to their contribution to our growing company.
In a push towards increased security and protection, we are also happy to welcome Auret Van Zyl to the team as our Head of IT and Operations. Stepping into this role with extensive experience in the IT Industry, Auret will continue to strengthen the security of the infrastructure used to support our company and user community.
Renee Elliott promoted to Chief Customer Officer
We are delighted to announce that Renee Elliot has been promoted to Chief Customer Officer. Most of our customers will know Renee as a well-loved member of our team, having spent over 22 years with the company.
Renee has performed an exceptional amount of work supporting the management shift over the past few months and will now step into this new role permanently.
We are grateful that Renee has put her hand up to lead this focus toward continuing to uplift the support team and managing the escalation process.
AirTime 2023 early bird ending soon!
Our AirTime conference is coming up this October and this is your final chance to secure discounted early bird tickets. We are excited to bring our re-imagined conference to 3 fresh venues across London, Las Vegas, and Brisbane. Secure your discounted ticket now to a location near you!
Product and Technology Update – Mehdi Khalili
Soft launching the API
This August, we will hit a major milestone in our business as we soft launch our API to our early adopters. We have been engaging a sizeable group of early adopters during the design and development of the API to make sure that the API is fit for purpose based on our customers’ requirements. We have received invaluable feedback from this group that’s helped shape the API. We are now very excited to release the API to this group in the production environment. To gain early access to our API, please reach out to us at .
What’s included in the API?
We are currently exposing over 100 data types. This will allow our API users to read from a large set of types including Events, Contacts, Custom fields, Registrations, Agenda, and Sessions to name a few. Our users will also be able to write to a few types such as Contacts, Sessions, Registrations, and Exhibits. We are expanding the list of read and write objects as we develop the API further.
We are also designing a few standard CRM integrations starting with SalesForce, Dynamics 365, and HubSpot. This module will make it very easy to integrate EventsAir with other platforms.
Customer Support – Renee Elliott
Customer escalation process
We know that when you hear “your issue has been escalated,” you want to be assured that your concern is in capable hands. Let us shed some light on our customer escalation process:
- Assessment and triage: Your dedicated support consultant will assess and triage the problem, conducting thorough tests and replication in both your environment and our internal setups.
- Escalations team analysis: Your concern then reaches our specialized escalations team. They carefully analyze the issue and ensure that the right internal development or technical team is aware of it.
What happens next?
- Swift resolution: If the issue can be addressed promptly, we waste no time in resolving it for you.
- Fundamental issue handling: For more complex challenges that require involvement from our development team, our Quality Assurance (QA) team steps in. They log the issue within the relevant development team project.
We prioritize each reported issue based on its severity and impact. Your satisfaction is our priority. Rest assured, all addressed issues within a service pack are documented in our Release Documentation.
Product Update – James Flynn
- As our developers continue improving our product and tech, we will be making a dynamic shift from our WPF software application to our Web Application. We’re excited to focus on innovating our cloud software to bring you an even better experience that hinges on this transition. We plan to retire the WPF version in 2024 but rest assured, we’ll provide ample notice before this happens. We greatly value your input on feature gaps, bugs, and performance issues to assist with this transition.
- We are also exploring an EventsAir payment processor to simplify international payments for attendees. Share your payment gateway challenges or feature requests via email.
The Product team is prioritizing two key initiatives to enhance your platform experience:
We met with Franck Grosset-Janin, Head of PCO Hub Congress at Kuoni Congress who is a part of our API early adopter group. Franck’s team caught our eye for their unique and creative use of our platform.
The team at Kuoni has built a comprehensive portal on top of EventsAir without the support of the API. In this interview, Franck shared some insights around their use case and why he thinks the API will be a game changer.
You can view the full interview below:
Our next AirWaves webinar will take place in September, so stay tuned for your invitation. In the meantime, don’t forget to secure your early bird tickets to join us at AirTime.