KCI Management Inc.

CASE STUDY

Executive Care for Company VIP's

Client

SAP Global Events

Event Type

Customer Conference - Executive Care

Challenge

Annually, SAP’s Global Events team hosts SAPPHIRE NOW, an industry-leading technology conference and draws an audience from their world-wide customer base. With that, attendance of their most senior global management team, including SAP’s Supervisory and Executive Boards, Managing Board, and presidents, is essential. Planning and logistics for executive handling, among them being security, transportation and lodging, are managed – with varying standards and processes – by executive assistants, and the client’s own event team. However, not having a formal program with single, reliable point-of-contact on each program component creates information gaps, inefficiencies and inconsistencies. Put another way: unnecessary frustration for executives, their assistants and the client event team.

Solution

KCI delivered a comprehensive Executive Care program that managed every facet of the executives’ event experience. The end goal was to create a smooth, efficient transition for senior management from the comfort of their office to the live event to allow them to concentrate on doing business, maximizing time with customers and building their revenue pipeline.

Seamlessly integrating with the SAP event team, KCI became the voice of executive needs during preplanning. Mining their considerable experience with VIP-calibre events, they quickly became trusted advisors and implementers on essential components like transportation and security; executive dining; lodging and meeting/office space. KCI’s planned and proactive communications schedule further boosted client confidence by managing stakeholder expectations and guaranteeing that event teams, executives and their support staff had the information they needed, when they needed it.

On-site during the event, the Executive Care team became a single point of contact—a Concierge—for the client, handling every moving part of the VIP program. This included liaising with the venues and hotels, which alleviated pressure on the client’s team and allowed them to concentrate their efforts on other matters. Most importantly, however, it provided them a responsive, reliable source of information on key program elements so crucial to the success of any high-profile event.

Post event, the Executive Care team remained onsite to troubleshoot any schedule or transportation changes, and reconcile final billing with venues and hotels. Once more, KCI freed the client’s time so they could focus on other, more pressing, matters.

Results

Feedback from the client was overwhelmingly positive. In fact, and perhaps the highest compliment, was their realization that executive care could be elevated to such a finely tuned, intuitive level. “Thank you, for all your help and support,” praised one team member, “You took care of my bosses, my team and me. I look forward to working with you on the next event.”

KCI’s Executive Care program has been repeatedly engaged for this international event and even expanded to cover smaller, regional events, including those running concurrently in locations around the world.