Starting with our 2025 conference, we will transition from using Maritz to e-show for registration services. In conjunction with this change, customer support for the conference will move from Maritz to our internal Member Support Center (MSC).

This transition ensures:

• Seamless member and customer experience without disruption
• Members and customers remain within the AIA ecosystem
• A one-stop shop for support and information

    Types of Requests the MSC will support:

    The MSC will handle most conference inquiries, including:

• Processing new registrations
• Modifying or canceling existing registrations
• Handling refund requests (within policy and deadlines)
• Providing technical support for online registration
• Assisting with logistics (shuttles, parking)
• Managing lodging and accommodations inquiries
• Addressing general exhibitor questions
• Sending confirmations and payment receipts
• Answering app-related questions
• Issuing attendance certificates
• Speaker questions
• Providing letters for event visas

    Training & Resources

    To prepare the MSC team for this transition:

• e-show platform training and a demonstration of the online registration process
• Conference app training (when available)
• A resource packet from the Conference Team with essential event details

    Member & Customer Support Access

    The Member Support Center phone number and email address will be:

• Listed on the conference website
• Included in all marketing materials
  
  

  Key Performance Indicators (KPI's)

  To ensure high-quality service, the following KPIs will be tracked:
  • Call Metrics: Call volume, wait times, talk times, and call types
  • Email Metrics: Email volume and ticket categories
  • Surveys: Post-call and email satisfaction surveys

• Reports will be provided monthly and are available upon request. Call Type and Email Ticket Codes:

  • Conference: Registration Support
  • Conference: Technical Support
  • Conference: Exhibitor
  • Conference: Speaker
  • Conference: Refund/Cancellation
  • Conference: Event Visa
  • Conference: Other