AEG Presents lead the way on guest experience using transformational lost and found software from NotLost at UK festivals
With a combined daily capacity of 110,000 and a reputation for providing legendary headliners, BST Hyde Park and All Points East are two of the UK’s best-loved festivals. In order to delight guests, AEG Presents used our transformational lost and found software.
What was the lost and found challenge?
The process for managing lost property was outdated and a distraction for staff. Firstly, items were registered manually, whilst the enquiry process was drawn-out. Meanwhile, staff wanted to provide the best service possible, however the system was slow and frustrating.
As an innovative organisation, AEG Presents employed a 21st century solution. Thus, they introduced NotLost to reduce hassle for staff and improve customer experience during events.
The main benefit of NotLost is the customer journey and making sure communication is clear throughout.
The NotLost solution
AEG Presents have greatly improved their lost property process by working with NotLost. Using the NotLost platform creates a clear and reassuring customer journey. Meanwhile, it eases pressure and frees up time for staff.
It has always been in the back of our minds that this has to be sorted. We trialled it for BST, saw the benefit and it became an absolute no brainer. That’s why we’ve implemented NotLost across all festivals.
Firstly, image recognition software and detailed searching enable the welfare team to register items and handle customer enquiries with ease.
Next, bespoke lost report forms empower customers to enquire online 24/7. Staff can compare reports with found items at the click of a button. Moreover, automated emails create a smooth customer journey.
In addition, post-event, all items are sent to NotLost who respond to every enquiry within 24 hours. Moreover, customers can chose to have items returned via a range of postage options. Finally, all unclaimed items are ethically recycled, improving sustainability and reducing the eco-footprint.
In addition, post-event, all items are sent to NotLost who respond to every enquiry within 24 hours. Moreover, customers can chose to have items returned via a range of postage options. Finally, all unclaimed items are ethically recycled, improving sustainability and reducing the eco-footprint.
What do their customers think of our lost and found software process?
AEG Presents indicate customers feel a lot more reassured. The communication is clearer, more professional and they know how they should go about enquiring.
Thanks @NotLost_Co for returning my wallet that went AWOL @BSTHydePark - every event should have this level of lost property service! pic.twitter.com/0As1aFGy6r
— Stephen Whitson (@stephenwhitson) July 18, 2019
In conclusion, our cutting-edge technology has transformed AEG Presents’ lost property process. More customers are getting lost items back and staff are under less stress.
It has always been in the back of our minds that this has to be sorted. We trialled it for BST, saw the benefit and it became an absolute no brainer to implement NotLost across all festivals.
Are you in charge of lost property at your live event or music venue? Think NotLost could be the answer to your lost and found woes? Please feel free to get in touch, we’d love to hear from you!
To find out more about NotLost, check out our About Us section, as well as our Twitter or LinkedIn. Or, explore our case studies from different industries to get a real feel for how we work.