Posted in: Tips, Tricks, & Best Practices for Festival Organizers Uncategorized What's App? News from the app and the office on October 12, 2017 by Natasha Hillier
Our support team has been supporting festivals and live events for a combined 20 years and we’ve helped over 1500 events successfully use and benefit from our product. With these statistics come an expertise that is unmatched by any other support team in the event management software industry. Basically, what we are trying to say is: we know what we are doing and we want to help you feel the same way when it comes to festival management software.
The Marcato platform contains literally hundreds of features, all of which can benefit your event. Our support team has refined an on-boarding process to learn and understand the needs of your festival for the upcoming year so they can help you navigate which of these features will help you accomplish your goals.
What Makes us Awesome?
Through a series of available documentation, videos and easy access to one on one training calls, we strive to make the process of learning about these features as easy as possible to all users—no matter their learning style. We are constantly adding additional documentation and videos to help our clients easily find their answers on their own, but when those answers are not easily found, we are available to walk through the issue you are having and find a solution as soon as possible. We know all festivals are different and we love finding ways to integrate your unique workflows into the Marcato platform.
Our support team is always going above and beyond to help clients resolve issues. You can often find a Marcato support person sitting in their car on the side of a road hot spotting their phone to answer an urgent ticket, or ducking out of our team building laser tag game to ensure no one’s questions go unanswered.
Making You Love Festival Season Again
For us, it’s not only important to provide great support during the year, but as your festival approaches it’s important for you to feel confident you will receive timely responses. We have heard of festivals who have been in this situation with important questions needing answers only to hear radio silence from the provider. That’s not only unprofessional, it’s unacceptable and without a response it can lead to costly consequences for the festival. Our team is always monitoring emails for urgent requests (even over the holidays) and we have an emergency on call number available for anyone in the Enterprise tier during their event. We also offer the option to have a Marcato representative onsite during your event so we can help out with problems the minute they arise. We want your event to run smoothly just as much as you do, trust us!
Events are complex and stressful at times and when we are able to do our part to help make someone’s life easier, it makes it all worthwhile. We truly do care about our clients and enjoy the relationships and friendships we have developed with them over the years and look forward to helping even more festivals over the coming years.
Don’t just take our word for it! Here’s what some of our clients are saying about our support team:
“The most reassuring aspect of a festival software solution is reliable and knowledgeable client support and Marcato truly hits this out of the park. Bethany and Russell got knee deep in our festival operations and continually offered ways to improve our internal systems with their solution. This support is much appreciated.”
– Casey Lowdermilk // Operations Manager // Outside Lands
“Working with Marcato has been a real time saver for us by automatically keeping our website updated, managing admin tasks and tracking logistics. It has also helped with sharing specific information internally or with external vendors/ partners. The Marcato support team was great at listening to our needs and helping us resolve any issues!”
– Ségolène Favre-Cooper // Program // Mama Festival & Convention
“Marcato was an integral piece of our festival planning on multiple fronts, and the prompt support we always get from them is very helpful and greatly appreciated!”
– Ryan Doney // Festival Project Specialist // Mile of Music