Freeman, provider of integrated services for face-to-face marketing events, announced April 6 the launch of Concierge Elite by FreemanSM, the industry’s first mobile customer service and productivity application. Concierge Elite offers exhibitors self-service through their mobile device, while providing show management real-time visibility into their event’s move-in and move-out activities anytime, anywhere.
“We’ve built our company by being customer-focused,” said Joe Popolo, Freeman CEO. “It completely changes the way we provide customer service to the industry. By adding Concierge Elite to our suite of products and services we are delivering on our commitment to provide innovative solutions that improve our customers’ experience. Innovation remains a true point of differentiation for us.”
Concierge Elite was built with two customer sets in mind – exhibitors and show managers. Both benefit from a user-friendly product that provides slightly different benefits that accommodate their needs.
Exhibitors have the ability to track freight at the show site via e-mail and/or text message status updates that can be sent to their mobile device. They can log their own move-in requests and view a list of all current booth orders and the status, for both Freeman and non-Freeman services. In addition, Concierge Elite enables exhibitors to move out of the show without ever visiting the service desk. The ability to do all this virtually allows exhibitors more time to spend networking with peers, connecting with clients and interfacing with customers.
“Finding ways during a show to quickly identify and solve problems isn’t only helpful, it’s essential,” said Lonnie Scheps, senior vice president of Hudson Industries, Inc, who recently used Concierge Elite during the Housewares show in Chicago. “Concierge Elite not only flagged issues and provided timely status updates, but also continued to monitor and communicate with me on a regular basis.”
Show Managers can track the progress of their show via dashboards. They benefit from improved exhibitor satisfaction, increased visibility and a real-time view of what is happening at their show. Concierge Elite provides standard reporting for post-show analysis and year-over-year comparisons.
“We want our exhibitors to walk away happy year after year,” said Michael Grant, vice president of operations for show organizer Reed Exhibitions, a Freeman customer. “Concierge Elite makes a discernable difference in that it holds vendors and suppliers more accountable because their performance is being tracked throughout a show. This motivates them to deliver great customer service, allowing our exhibitors to make the most efficient use of their time. Concierge Elite has been incredibly well received by our customers.”